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題名 探討高階主管支持,透過供應商品質管理對供應商供貨穩定性之影響
作者 賴子瑜
貢獻者 洪叔民
賴子瑜
關鍵詞 供應商品質管理
供應商關係管理
Supplier Quality Management
Supplier Relationship Management
日期 2013
上傳時間 6-Aug-2014 11:38:10 (UTC+8)
摘要 企業在全球化趨勢影響下面對日漸劇烈的競爭，對於顧客需求快速改變必頇及時因應。同時在產品生命週期越來越短的情況下，如何有效率的生產以提昇企業績效，將成為企業是否具競爭力的重要關鍵。
企業為了因應顧客需求快速改變，企業產品品質必頇不斷跟著調整改善，才能符合顧客期望。而若高階主管能夠重視品質管理與改善，並全方位分析研究以掌握顧客需求，配合全體員工共同為品質改善而努力則會更有效率。品質改善過程需要相關零組件供應商緊密地配合，如果能夠與供應商發展長期穩定夥伴關係，互助合作對供應商交期也能有效縮短而穩定地供貨供料，共創雙贏這也將有助於提昇企業績效。
回顧相關文獻發現與供應商維持長期穩定關係將有助於穩定供貨供料，與供應商的關係從早先的互相競爭觀點，近年來已轉而成互惠互利共創雙贏、資訊利潤分享的合作關係。此外供應商的品質若能符合顧客標準對其競爭者相對來說也是一種技術門檻，公司培養的供應商又能維持良好的夥伴關係，對穩定供應商供貨將有所助益。
本研究透過資料分析認為若高階主管重視支持品質管理與改善，將能激勵員工朝著企業目標與願景共同前進，配合研究分析顧客需求並快速反應解決顧客之問題，能提高顧客滿意度。又依顧客需求投入資源協助供應商作品質管理與改善以通過或符合顧客標準，對產品品質與發展穩定供應商關係都很有幫助。而若能有長期穩定的供應商關係，對供應商供貨的穩定性也會很有助益，有穩定的供貨供料來源公司才能有效率地生產減少存貨，進而提昇企業整體績效。
The market is increasingly competitive by the impact of globalization, and companies must respond in a timely manner to meet rapidly changing customers’ needs. In addition, product life cycles are shortened, and an efficient production becomes a key factor enabling companies remain competitive.

In order to respond to the rapidly changing customers’ demand,companies must continuously improve the product quality. If the top management can focus on quality improvement, and conduct a detailed study understanding the customers’ needs with a full cooperation of employees, the company will be more efficient. Quality improvement process should closely cooperate with suppliers. If companies can develop a long-term and stable relationship with suppliers, a win-win situation will develop to improve business performance.

It is found, from the literature review, that maintaining a long-term relationship with suppliers will stabilize materials supply. The relationship between companies and their suppliers has involved from competitive to mutual beneficial in recent years. In addition, it becomes a technical entry criterion, if the suppliers’ product quality meets customers’ requirements.

The results of this study show that the top management involvement on quality management will encourage employees work toward company’s vision and objectives. If the supplier improve their quality certification or compliance with customers standards, its also a technical threshold
relative to the competitors. Companies own specific training providers while maintaining stable partnership with the suppliers. Undoubtedly,it will also help to promote their competition.
參考文獻 一、英文部分：
Alotaibi, F., Yusoff, R.Z., & Islam, R., 2013. Assessing the impact of total quality management practices and quality culture with competitiveness of Saudi contractors. American Journal of Applied Sciences 10(6), 638-645.
Andersson, R., Eriksson, H., & Torstensson, H., 2006. Similarities and differences between TQM, Six Sigma and lean. The TQM Magazine 18(3), 282-296.
Anderson, J., Rungtusanatham, M., & Schroeder, R., 1994. A theory of quality management underlying the deming management method. Academy of
Management Review 19(3), 472-509.
Bass, B.M., 1985. Leadership performance beyond expectations, New York, NY.
Bass, B.M., Avolio, B.J., 1989. Potential biases in leadership measures: How prototypes, leniency, and general satisfaction relate to ratings and rankings of transformational and transactional leadership constructs. Educational and psychological
measurement 49(3), 509-527.
Bennis, W., Nanus, B., 1985. Leaders: The strategies for taking charge. New York, NY.
Bensaou, M., 1999. Portfolios of Buyer-Supplier relationships. Strategic Management Review, 8-10.
Berry, T.H., 1991. Managing the total quality transformation. McGraw-Hill, New York, NY.
Black, S.A., Porter, L.J., 1996. Identification of the critical factors of TQM. Decision Sciences 27(1), 1-21.
Bleeke, J., Ernst, D., 1991. The way to win in cross-border alliance. Harvard Business Review, November-December, 127-135.
Bolman, L.G., Deal, T.E., 1997. Reframing organizations: Artistry, Choice, and Leadership 2nd Ed., Jossey-Bass, San Francisco, CA.
Bryman, A., 1992. Charisma and leadership in organizations. Sage, London.
Chen, I.J., Popovich, K., 2003. Understanding customer relationship management (CRM): People, process and technology. Business process management Journal 9（5）, 672-688.
Clark, K., Fujimoto, T., 1991. Product development performance, Boston, MA： Harvard Business School Press, 205.
Conger, J.A., Kanango, R.N., 1987. Toward a behavioral theory of charismatic leadership in organizational settings. Academy of Management Review 12, 637-647.
Crosby, P.B., 1979. Quality is free: The art of making quality certain. Mcgraw-Hill. New York, NY.
Dale, S.G. 1995. What TQM is not. Program Manager 24(3), 26-29.
Dean, J.W., Bowen, D.E., 1994. Management theory and total quality : Improvement research and practice through theory development. Academy of Management
Review 19(3), 392-418.
Deming, W.E., 1982. Out of the Crisis, MIT Center, Cambridge, MA.
Deming, W.E., 1986. Out of the Crisis, MIT Center for Advanced Engineering Study, Cambridge, MA.
Diane, J.R., Charles, S.T., 1995. The delivery and control of quality in supplier-producer contracts. Management Science 41(10), 1581-1589.
Dickson, Gary W., 1966. An analysis of supplier selection systems and decisions. Journal of Purchasing 2, 5-17.
Ellram, L.M., 1995. A managerial guideline for the development and implement of purchasing parthnerships, International Journal of purchasing and materials
management 31, 9-16.
Ellram L.M., 1990. The supplier selection decision in strategic partnerships. Journal of Purchasing and Materials Management, 8-14.
Flynn, B.B., Sakakibara, S., 1995. Relationship between JIT and TQM : Practices and performance. Academy of Management Journal 38(5), 1325-1360.
Garvin, D.A. 1988. Managing quality – The strategic and competitive edge. The Free
Press. New York, NY.
Goetsch, D.L., Stanley, D., 1994. Introduction to total quality, MacMillan College, New
York, NY.
Grandzol, J., 1996. Implementing total quality: Critical relationships. Unpublished Doctoral Dissertation, Temple University, PA.
Gronroos, C. 1984. A service quality model and its marketing implications. European Journal of Marketing 18(4), 36-44.
Gruner, K.E., Homburg, C., 2000. Does customer interaction enhance new product success? Journal of Business Research 49, 1–14.
Hackman, J.R., Wageman, R., 1995. Total quality management: Empirical, conceptual, and practical issues. Administrative Science Quarterly 40(2), 309-342.
House, R.J., 1977. Theory of charismatic leadership. Southern Illinois University Press.
Hunt, V.D., 1992. Quality in america, Homewood, Irwin, IL.
Imai, M., 1986. Kaizen, Random House, New York, NY.
Jantan, M., Ndubisi, N.O., & Hing, L.C., 2006. Supplier selection strategy and manufacturing flexibility : ImpactI of quality and technology roadmaps. Asian
Academy of Management Journal 11(1), 19–47.
Juran, J.M., 1988. Managing for quality. The Journal for Quality and Participation 11(1),
8-12.
Juran, J.M., Gryna, F.M., 1988. Juran’s quality control handbook 4th Ed. McGraw-Hill, New York, NY.
Juran, J.M., 1992. Juran on quality by design: The new steps for planning quality into goods and services. The Free Press, New York, NY.
Kalakota, R., Robinson, M., 1999. e-Business：Roadmap for success, Addison-Wesley Longman, Inc.
Lawler, E.E., Mohrman, S.A., & Ledford, G.E. Jr., 1995. Creating high performance organizations. Jossey-Bass, San Francisco, CA.
Leavy, B., 1994. Two strategic perspective on the buyer-supplier relationship. Production and Inventory Management Journal 35(2), 47-51.
Lehmann, D.R., O’Shaughnessy, J., 1982. Decision criteria used in buying different categories of products. Journal of Purchasing and Materials Management, 9-14.
Kamakura, W.A., Ansari, A., & Bodapati A., 2005. Choice models and customer relationship management. Marketing Letters 16(3/4), 279-291.
Kim, I., Tang, C.S., 1997. Lead time and response time in a pull production control system. European Journal of Operational Research, No.101, 474-485.
Koontz, J.L., 1990. Taking a Lesson from McDonald’s production, 29-31.
Madu, C.N., Kuei, C.H., & Lin, C.H., 1995. A comparative analysis of quality practice in manufacturing firms in the U.S. and Taiwan. Decision Sciences 26(5), 621-635.
Momiwand, A., Shahin, A., 2012. Lead time improvement by supplier relationship management with a case study in Pompaj company. World Applied Sciences Journal 16(5), 759-768.
Motwani, J., 2001. Critical factors and performance measures of TQM. The TQM Magazine 13(4), 292-300.
Peppers, D., Rogers, M., & Bob, D., 1999. Is your company ready for one-to-one marketing. Harvard Business Review 77(1), 151-160.
Pieranunzi,R.,2001.TQM breeds success at STMicroelectronics. Journal of Organizational Excellence 20(4), 39-43.
Rho, B.H., Yu, Y.M., 1998. A comparative study on the structural relationships of manufacturing practices, lead time and productivity in Japan and Korea. Journal of
Operations Management, No.16, 257-270.
Robbins, S.P., Coulter, M., 1999. Management. New Jersey Prentice-Hall International Inc.
Ruben, R.A., Mahmoodi, F., 2000. Lead time prediction in unbalanced production system. International Journal of Production Research 38(7), 1711-1729.
Salajegheh, S., Pourrashidi, R., & Yazdani, A., 2013. The relationship between total quality management (TQM) and organizational performance. Institute of Interdisciplinary Business Research, 5(4), AUGUST, 478-489.
Saraph, J.V., Benson, P.G., & Schroeder, R.G., 1989. An instrument for measuring the critical factors of quality management. Decision Sciences 20(4), 810-829.
Schroeder, R.G., Flynn, B.B., (Eds.), 2001. High performance manufacturing (HPM) project : Global Perspectives.
Scott, C., Westbrook, R.,1991. New strategic tools for supply chain management. International Journal of physical distrbution and logistics management 21(1), 23-33.
Slats, P.A., Bhola, B., Evers, J.J.M., & Dijkhuizen, G., 1995. Logistic chain modeling.
Europen Journal of Operation Research 87, 1-20. Souder, W.E., Sherman, J.D., & Davies-Cooper, R.,1998.Environmental uncertainty, organizational integration, and new product development effectiveness: A test of contingency theory. Journal of Product Innovation Management 15(6), 520-533.
Spencer, B., 1994. Models of organization and total quality management : A comparison and critical evaluation. Academy of Management Review 19(3), 446-471.
Tan, X., Yen, D.C., & Fang, X., 2002. Internet integrated customer relationship management: A key success factor for companies in the e-commerce arena. The
Journal of Computer Information Systems 42(3), 77-86.
Temtime, Z.T., 2003. The moderating impacts of business planning and firm size on total quality management practices. The TQM Magazine 15(1), 52-60.
Tersine, R.J., 1982. Principles of inventory and materials management. North Holland, New York, NY.
Turner, J.R., 1993. Integrated supply chain management：What’s wrong with this picture. Industrial Engineering 25(12), 52-55.
Vonderembse, M.A., Tracey, M., 1999. The impact of supplier selection criteria and supplier involvement on manufacturing performance. The Journal of Supply Chain
Management, 33-39.
Walks, S., Frank, M., 1999. Application of the total quality management approach principles and the ISO 9000 standards in engineering education. European Journal of Engineering Education 24(3), 249-258.
Yukl, G.A., 1989. Management leadership: A review of theory and research. Journal of Management 15, 251-289.

二、中文部分：
山口孝逸（葉彬）著（民71），購買對象之選定。
柯特勒(Philip Kotler)著，王志剛編譯（民73），行銷學原理，台北市:華泰書局。
簡聰海(1998)，全面品質管理，高立圖書。
楊和炳（民89），生產作業與管理，五南出版社。
作業管理－策略與分析，Krajewski/Ritzman，楊明壁審定，智勝文化( Lee J. Krajewski & Larry P.Ritzman, 1998, Operations Management Strategy and Analysis)。
簡聰海、李永晃(2004)，全面品質管理-含六個標準差，高立圖書。
遠擎管理顧問股份有限公司（2004），供應鏈管理深度解析與企業典範，台北：遠擎。
何雍慶、蔡青姿（2009），運用 PLS 方法探討價值創新導入新產品開發之調節角色，中華管理評論，2009年5月第十二卷二期。
經理人月刊：名師一堂課--品質管理。
http://www.managertoday.com.tw/?p=649
日本戴明獎：
http://www.zwbk.org/MyLemmaShow.aspx?zh=zh-tw&lid=118195
歐洲品質獎：
http://wiki.mbalib.com/zh-tw/%E6%AC%A7%E6%B4%B2%E8%B4%A8%E9%87%8F%E5%A5%96
陳智逢，C&V專欄-宏達電攻守戰力分析：製造力，DIGITIMES中文網
http://www.digitimes.com.tw/tw/dt/n/shwnws.asp?CnlID=13&Cat=1&Cat1=&id=0000335829_ZUY9EUK01PSFO9LMPJRAJ
描述 碩士
國立政治大學
企業管理研究所
101355060
102
資料來源 http://thesis.lib.nccu.edu.tw/record/#G0101355060
資料類型 thesis
dc.contributor.advisor 洪叔民zh_TW
dc.contributor.author (Authors) 賴子瑜zh_TW
dc.creator (作者) 賴子瑜zh_TW
dc.date (日期) 2013en_US
dc.date.accessioned 6-Aug-2014 11:38:10 (UTC+8)-
dc.date.available 6-Aug-2014 11:38:10 (UTC+8)-
dc.date.issued (上傳時間) 6-Aug-2014 11:38:10 (UTC+8)-
dc.identifier (Other Identifiers) G0101355060en_US
dc.identifier.uri (URI) http://nccur.lib.nccu.edu.tw/handle/140.119/68215-
dc.description (描述) 碩士zh_TW
dc.description (描述) 國立政治大學zh_TW
dc.description (描述) 企業管理研究所zh_TW
dc.description (描述) 101355060zh_TW
dc.description (描述) 102zh_TW
dc.description.abstract (摘要) 企業在全球化趨勢影響下面對日漸劇烈的競爭，對於顧客需求快速改變必頇及時因應。同時在產品生命週期越來越短的情況下，如何有效率的生產以提昇企業績效，將成為企業是否具競爭力的重要關鍵。
企業為了因應顧客需求快速改變，企業產品品質必頇不斷跟著調整改善，才能符合顧客期望。而若高階主管能夠重視品質管理與改善，並全方位分析研究以掌握顧客需求，配合全體員工共同為品質改善而努力則會更有效率。品質改善過程需要相關零組件供應商緊密地配合，如果能夠與供應商發展長期穩定夥伴關係，互助合作對供應商交期也能有效縮短而穩定地供貨供料，共創雙贏這也將有助於提昇企業績效。
回顧相關文獻發現與供應商維持長期穩定關係將有助於穩定供貨供料，與供應商的關係從早先的互相競爭觀點，近年來已轉而成互惠互利共創雙贏、資訊利潤分享的合作關係。此外供應商的品質若能符合顧客標準對其競爭者相對來說也是一種技術門檻，公司培養的供應商又能維持良好的夥伴關係，對穩定供應商供貨將有所助益。
本研究透過資料分析認為若高階主管重視支持品質管理與改善，將能激勵員工朝著企業目標與願景共同前進，配合研究分析顧客需求並快速反應解決顧客之問題，能提高顧客滿意度。又依顧客需求投入資源協助供應商作品質管理與改善以通過或符合顧客標準，對產品品質與發展穩定供應商關係都很有幫助。而若能有長期穩定的供應商關係，對供應商供貨的穩定性也會很有助益，有穩定的供貨供料來源公司才能有效率地生產減少存貨，進而提昇企業整體績效。		zh_TW
dc.description.abstract (摘要) The market is increasingly competitive by the impact of globalization, and companies must respond in a timely manner to meet rapidly changing customers’ needs. In addition, product life cycles are shortened, and an efficient production becomes a key factor enabling companies remain competitive.

In order to respond to the rapidly changing customers’ demand,companies must continuously improve the product quality. If the top management can focus on quality improvement, and conduct a detailed study understanding the customers’ needs with a full cooperation of employees, the company will be more efficient. Quality improvement process should closely cooperate with suppliers. If companies can develop a long-term and stable relationship with suppliers, a win-win situation will develop to improve business performance.

It is found, from the literature review, that maintaining a long-term relationship with suppliers will stabilize materials supply. The relationship between companies and their suppliers has involved from competitive to mutual beneficial in recent years. In addition, it becomes a technical entry criterion, if the suppliers’ product quality meets customers’ requirements.

The results of this study show that the top management involvement on quality management will encourage employees work toward company’s vision and objectives. If the supplier improve their quality certification or compliance with customers standards, its also a technical threshold
relative to the competitors. Companies own specific training providers while maintaining stable partnership with the suppliers. Undoubtedly,it will also help to promote their competition.		en_US
dc.description.tableofcontents 第一章 緒 論 1
1.1 研究背景與動機 1
1.2 研究目的 3
1.3 研究流程 4
第二章 文獻探討 5
2.1 全面品質管理 5
2.2 高階管理領導 15
2.3 顧客需求與顧客關係管理 16
2.4 供應商關係管理 17
2.5 供應商供貨穩定 21
第三章 研究方法 22
3.1 研究架構 22
3.2 研究假設 23
3.3 研究變項之操作型定義 26
3.4 研究範圍與資料來源 29
3.5 資料分析方法 30
第四章 資料分析結果與討論 32
4.1 敘述性統計分析 32
4.2 因素分析 34
4.3 信度與效度分析 36
4.4 架構模型的顯著性、調節效果與適配度分析結果 38
第五章 結論與建議 41
5.1 研究結論 41
5.2 研究貢獻與管理意涵 42
5.3 研究限制與未來研究建議 43
參考文獻 44
一、英文部分 44
二、中文部分 52		zh_TW
dc.format.extent 2840245 bytes-
dc.format.mimetype application/pdf-
dc.language.iso en_US-
dc.source.uri (資料來源) http://thesis.lib.nccu.edu.tw/record/#G0101355060en_US
dc.subject (關鍵詞) 供應商品質管理zh_TW
dc.subject (關鍵詞) 供應商關係管理zh_TW
dc.subject (關鍵詞) Supplier Quality Managementen_US
dc.subject (關鍵詞) Supplier Relationship Managementen_US
dc.title (題名) 探討高階主管支持,透過供應商品質管理對供應商供貨穩定性之影響zh_TW
dc.type (資料類型) thesisen
dc.relation.reference (參考文獻) 一、英文部分：
Alotaibi, F., Yusoff, R.Z., & Islam, R., 2013. Assessing the impact of total quality management practices and quality culture with competitiveness of Saudi contractors. American Journal of Applied Sciences 10(6), 638-645.
Andersson, R., Eriksson, H., & Torstensson, H., 2006. Similarities and differences between TQM, Six Sigma and lean. The TQM Magazine 18(3), 282-296.
Anderson, J., Rungtusanatham, M., & Schroeder, R., 1994. A theory of quality management underlying the deming management method. Academy of
Management Review 19(3), 472-509.
Bass, B.M., 1985. Leadership performance beyond expectations, New York, NY.
Bass, B.M., Avolio, B.J., 1989. Potential biases in leadership measures: How prototypes, leniency, and general satisfaction relate to ratings and rankings of transformational and transactional leadership constructs. Educational and psychological
measurement 49(3), 509-527.
Bennis, W., Nanus, B., 1985. Leaders: The strategies for taking charge. New York, NY.
Bensaou, M., 1999. Portfolios of Buyer-Supplier relationships. Strategic Management Review, 8-10.
Berry, T.H., 1991. Managing the total quality transformation. McGraw-Hill, New York, NY.
Black, S.A., Porter, L.J., 1996. Identification of the critical factors of TQM. Decision Sciences 27(1), 1-21.
Bleeke, J., Ernst, D., 1991. The way to win in cross-border alliance. Harvard Business Review, November-December, 127-135.
Bolman, L.G., Deal, T.E., 1997. Reframing organizations: Artistry, Choice, and Leadership 2nd Ed., Jossey-Bass, San Francisco, CA.
Bryman, A., 1992. Charisma and leadership in organizations. Sage, London.
Chen, I.J., Popovich, K., 2003. Understanding customer relationship management (CRM): People, process and technology. Business process management Journal 9（5）, 672-688.
Clark, K., Fujimoto, T., 1991. Product development performance, Boston, MA： Harvard Business School Press, 205.
Conger, J.A., Kanango, R.N., 1987. Toward a behavioral theory of charismatic leadership in organizational settings. Academy of Management Review 12, 637-647.
Crosby, P.B., 1979. Quality is free: The art of making quality certain. Mcgraw-Hill. New York, NY.
Dale, S.G. 1995. What TQM is not. Program Manager 24(3), 26-29.
Dean, J.W., Bowen, D.E., 1994. Management theory and total quality : Improvement research and practice through theory development. Academy of Management
Review 19(3), 392-418.
Deming, W.E., 1982. Out of the Crisis, MIT Center, Cambridge, MA.
Deming, W.E., 1986. Out of the Crisis, MIT Center for Advanced Engineering Study, Cambridge, MA.
Diane, J.R., Charles, S.T., 1995. The delivery and control of quality in supplier-producer contracts. Management Science 41(10), 1581-1589.
Dickson, Gary W., 1966. An analysis of supplier selection systems and decisions. Journal of Purchasing 2, 5-17.
Ellram, L.M., 1995. A managerial guideline for the development and implement of purchasing parthnerships, International Journal of purchasing and materials
management 31, 9-16.
Ellram L.M., 1990. The supplier selection decision in strategic partnerships. Journal of Purchasing and Materials Management, 8-14.
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二、中文部分：
山口孝逸（葉彬）著（民71），購買對象之選定。
柯特勒(Philip Kotler)著，王志剛編譯（民73），行銷學原理，台北市:華泰書局。
簡聰海(1998)，全面品質管理，高立圖書。
楊和炳（民89），生產作業與管理，五南出版社。
作業管理－策略與分析，Krajewski/Ritzman，楊明壁審定，智勝文化( Lee J. Krajewski & Larry P.Ritzman, 1998, Operations Management Strategy and Analysis)。
簡聰海、李永晃(2004)，全面品質管理-含六個標準差，高立圖書。
遠擎管理顧問股份有限公司（2004），供應鏈管理深度解析與企業典範，台北：遠擎。
何雍慶、蔡青姿（2009），運用 PLS 方法探討價值創新導入新產品開發之調節角色，中華管理評論，2009年5月第十二卷二期。
經理人月刊：名師一堂課--品質管理。
http://www.managertoday.com.tw/?p=649
日本戴明獎：
http://www.zwbk.org/MyLemmaShow.aspx?zh=zh-tw&lid=118195
歐洲品質獎：
http://wiki.mbalib.com/zh-tw/%E6%AC%A7%E6%B4%B2%E8%B4%A8%E9%87%8F%E5%A5%96
陳智逢，C&V專欄-宏達電攻守戰力分析：製造力，DIGITIMES中文網
http://www.digitimes.com.tw/tw/dt/n/shwnws.asp?CnlID=13&Cat=1&Cat1=&id=0000335829_ZUY9EUK01PSFO9LMPJRAJ		zh_TW