進階搜尋


 
系統識別號 U0026-0812200910412677
論文名稱(中文) 全面品質管理與六倍標準差實施方案之比較分析-以台灣地區之企業為例
論文名稱(英文) A Comparative Study on Total Quality Management and Six Sigma Program Implementation in Taiwan
校院名稱 成功大學
系所名稱(中) 高階管理碩士在職專班(EMBA)
系所名稱(英) Executive Master of Business Administration (EMBA)
學年度 91
學期 2
出版年 92
研究生(中文) 張耿通
研究生(英文) Geng-Tong Jang
電子信箱 Tong.Chang@scinopharm.com.tw
學號 r0790116
學位類別 碩士
語文別 中文
論文頁數 113頁
口試委員 口試委員-譚伯群
口試委員-吳宗正
指導教授-潘浙楠
中文關鍵字 品質管理  六倍標準差  全面品質管理  六個希格瑪 
英文關鍵字 Total Quality Management  Six Sigma  PDCA  6 Sigma  DMAIC    TQM 
學科別分類
中文摘要   台灣的高科技廠商在未實施六倍標準差(6s )方案之前,大多有推動品質管理活動之經驗,其中全面品質管理(TQM)的實施,更是國內在1990 年代一個非常重要的品質提升方案。1990 年代末期,美國摩托羅拉、聯訊、奇異等公司所實施的6s改善方案,使得這些公司的獲利在短時間內就績效卓著,如今,6s 方案也日益受到國內企業界的重視。本研究係以問卷調查的方式,探討TQM 與6s 兩個管理方案在國內的實施現況,藉以瞭解企業推動兩個方案的動機,實施成效,並針對實施時重視的項目與努力程度進行比較分析,以期提供國內廠商一個改善產品品質與服務的明確方向與建議,俾利於提升企業之競爭力。
  本研究利用交叉表格分析、Mann-Whitney 檢定、因素分析、變異數分析、迴歸分析、集群分析等統計手法進行問卷分析。資料分析的結果顯示,國內企業實施TQM或6σ方案的動機皆以提升競爭力、改善產品品質與降低成本為主。在推動的過程中,實施TQM 的公司多以品管部門為主要的推行單位,而實施6σ方案的公司則以高階主管為最主要的推行者。在影響實施成效的因素中,TQM 首重結合公司各部門的資源,其次為高階層的承諾與投入,人員適當的訓練等。6σ方案則認為高階層的投入與承諾最為重要,其次為慎選可行的專案計畫,人員適當的訓練等。至於影響實施成效的因素不論是TQM 或6σ方案皆以人員適當的訓練所付出的努力程度最多,而在實施成效方面,則以6σ方案在財務績效表現上較具成效。
英文摘要   Before implementing Six Sigma(6σ) program, most of the hi-tech company in Taiwan had gone through several quality management activities, especially, Total Quality Management(TQM). TQM was an important methodology in improving product quality at 1990s in Taiwan. At the end of 1990s, the American companies, such as Motorola,Allied Signal and GE reported a very high growth rate and profit gains from implementing Six Sigma program in a very short period of time. Since then, the Six Sigma has been higly regarded by the management society of Taiwan. This research investigates the motivation, the implementation results and the key success factors for the TQM and 6σ program in Taiwan through survey questionaires. It is expected that the derived conclusions and proposed suggestion will provide a useful reference for the implementation of TQM/6σprogram.
  This research uses cross tab analys is, Mann-Whitney test, factor analysis, Anova,regression analysis and cluster analysis to analyze the survey data. The analysis results show: 1. The most important motivations for both TQM and 6σ management are enhancing competition, improving product quality and cost reduction. 2. The main responsible unit of implementing TQM is quality assurance department, and for 6σ program is the CEOs. 3. Communication and sharing resources across all departments,commitment and involvement of top management, and the employees’ training are the top three key success factors of TQM program. 4. Commitment and involvement of top management, selection of executable project, and employee’s training are the top three key success factors of 6σ program. 5. Both TQM and 6σprogram spent most efforts on employees’ training. 6. 6σprogram shows better financial performance than TQM in term of implementation results.
論文目次 第一章緒論........................................................................................................................1
第一節研究背景與動機....................................................................................1
第二節研究目的................................................................................................2
第三節研究對象與範圍....................................................................................3
第四節研究步驟與流程....................................................................................3
第二章文獻探討................................................................................................................5
第一節品質管理................................................................................................5
一、品質管理的觀念....................................................................................5
二、品質管理的演化....................................................................................5
第二節關於TQM..............................................................................................8
一、TQM 的意涵..........................................................................................8
二、TQM 的實施方式..................................................................................9
三、影響TQM 實施成效的關鍵因素.......................................................10
第三節關於6s .................................................................................................13
一、Six Sigma(6σ)的意涵...................................................................13
二、6σ的實施方式....................................................................................15
三、影響6s 成效的關鍵因素....................................................................21
第四節TQM 與6σ關係比較的文獻研究.......................................................22
第三章研究設計..............................................................................................................26
第一節問卷設計..............................................................................................26
第二節問卷調查..............................................................................................28
第三節研究架構..............................................................................................29
第四節研究假設..............................................................................................31
第五節研究限制..............................................................................................31
第六節統計分析方法......................................................................................32
第四章統計資料分析......................................................................................................35
第一節資料之敘述統計分析..........................................................................35
一、基本資料與實施TQM 或6σ方案時間的交叉表格分析................35
二、TQM 與6σ方案在各構面問項的排序分析.....................................37
第二節TQM 與6σ方案在各構面問項間差異的檢定...................................39
第三節因素分析................................................................................................49
第四節動機因素與諸營運目標之達成對基本資料之變異數分析..............55
第五節達成營運目標項目與財務績效改善程度之迴歸分析......................58
第六節集群分析..............................................................................................60
第七節研究假設之檢定..................................................................................65
一、動機方面..............................................................................................65
二、認知方面..............................................................................................66
三、影響TQM 與6σ實施成效之關鍵因素............................................67
四、TQM 與6s 對諸營運目標達成效益之比較......................................71
第五章結論與建議..........................................................................................................73
第一節結論......................................................................................................73
第二節建議......................................................................................................74
第三節未來研究方向......................................................................................75
參考文獻..............................................................................................................................76
附錄A:問卷內容及其代號..............................................................................................80
附錄B:基本敘述統計......................................................................................................91
問卷....101
參考文獻 【1】王丕承(2000),「超品質策略-6σ」,能力雜誌,9 月,24-27。.
【2】朱慧德、王摒非(2002),「六標準差的威力」,品質月刊,11 月,42-46。
【3】江行全(2003),「6σ之核心精神─4P」,品質月刊,5 月,60-61。
【4】吳萬益、林清河(2000),企業研究方法,華泰書局,台北市。
【5】呂玉娟(2000),「超品質策略Part-2:金寶電子步履穩健行走於6σ之路」,
能力雜誌,28-32。
【6】李驊芳(2000),「超品質策略Part-3:台灣德州儀器,追求品質永不中斷」,
能力雜誌,34-38。
【7】林伊文(2002),「中小企業如何推動六個標準差之先期研究」,成功大學
工業管理研究所碩士論文。
【8】林懿宏(2001),「六個西格瑪在歐洲推行的成效」,管理雜誌,73-75。
【9】張妤慧(2002),「整合六標準差之通用問題管理歷程之研究」,中原大學
工業工程研究所碩士論文。
【10】張建邦(1996),應用多變量分析,文富出版社。
【11】陳百盛(2001),「特別報導:6σ系統運作的核心概念,提升競爭優勢之
鑰-6σ」,縱效,156 期,9-13。
【12】陳順宇(1998),多變量分析,華泰書局。
【13】黃淑滿(2001),「特別報導:頂級企業的領先妙計,美商奇異6σ全員皆
帶」,縱效,156 期,34-38。
【14】楊錦洲(2001),「特別報導:品質發展更上層樓,從摩托羅拉6σ到奇異
6σ」,縱效,156 期,16-17。
【15】楊錦瑤(2002),「Six Sigma 實戰觀念植入篇:六個標準差」,品質月刊,
11 月,47-52。
【16】經濟部中小企業處網站,「中小企業認定標準」,
http://www.moeasmea.gov.tw/Laws/認定標準.asp。
【17】詹昭雄(2002),「從TQM 轉換至6σ之要點」,品質月刊,2 月,86-88。
【18】劉常勇(2001),「特別報導:運用6σ的高品質水準來創新企業生機,台
灣高科技製造業迫切需要推行6σ」,縱效,156 期,20-26。
【19】劉漢容(2000),品質管理。
【20】潘浙楠(1995),「品質教育的趨勢與挑戰」,第七屆中華民國管理教育研討
會,307-314。
【21】潘浙楠(2003),品質管理,第二版,華泰書局。
【22】潘浙楠、陳明翔(2002),「ISO9000 及ISO14000 國際性問卷調查結果之
比較分析」,品質學報,第九卷,第二期,89-119。
【23】潘浙楠、黃秀惠(2002),「台灣廠商申請ISO9000 及ISO14000 認證動機
與實施經驗之現況分析」,品質學報,第九卷,第一期,1-30。
【24】鄭豐聰(2001)「特別報導:利用6σ的觀念評估交貨日期的準確率」,縱
效,156 期,23-27。
【25】盧淵源、吳雪馥、張存金( 1995),「全面品質管理關鍵成功因素之研究」,
品質學報,第二卷,第一期,77-95。
【26】賴文同(2000),「品質成本衡量及其實施效益之分析-國內某家庭用紙製
造廠之個案研究」,台灣大學工業工程研究所碩士論文。
【27】戴久永(2001),「六個西格瑪與D-M-A-I-C 循環」,管理雜誌,69-71。
【28】鍾朝嵩(2000),全面品質管理,第十五版,和昌書局,桃園。
【29】簡聰海(1998),全面品質管理,高立圖書有限公司,53。
【30】Ahire, S. L., Waller, M. A. and Golhar, D. Y.(1995), “Quality Management in
TQM Versus Non-TQM Firms: an Empirical Investigation,” Internationl
Journal of Quality and Reliability Management, Vol. 13, No. 8, 8-27.
【31】Babicz, G.(2002), “Six Sigma Software Generates Improvements,” Quality,
April 2002, 28-32.
【32】Barkley, B. T., and Saylor, J. H. (1992), Customer-Driven Project
Management: A New Paradigm in Total Quality Implementation,
McGraw-Hill Professional.
【33】Blakeslee, J. A. (1999), “Achieving Quantum Leaps in Quality and
Competitiveness: Implementing the Six Sigma Solution in Your Company,”
ASQ’s 53rd Annual Quality Congress Proceedings, 486-496.
【34】Bossink, B. A. G., Gieskes, J. F. B., and Pas, T. N. M. (1992), “Diagnosing
Total Quality Management — Part 1,” Total Quality Management, 223-231.
【35】Boynton, A. D. and Zmud , R. W. (1984), “An Assessment of Critical Success
Factors,” Sloan Management Review, 25, 4, 17-27.
【36】Chang, H. H. and Sinclair, D. A. (2002), “Validation of a Model of Total
Quality Management Performance Measurement Systems in the UK,” Asia
Pacif ic Management Review Vol. 7, No. 3, 349-380.
【37】Chowdhury, S.(2001), The Power of Six Sigma, Dearborn Trade Company,
USA.
【38】Cook, B. M.(1990), “In Search of Six Sigma: 99.9997% Defect-Free,”
Industry Week, October 1, 1990, 60-65.
【39】Corbett, C. J., Luca, A. and Pan, J. N.(2003), “Global Perspectives on Global
Standards: a 15-economy survey on ISO9000 and ISO14000,” Journal of ISO
Management Systems, 27-35.
【40】Coronado, R. B. and Antony, J. (2002), “Critical Success Factors for the
Successful Implementation of Six Sigma Projects in Organizations,” The TQM
Magazine, Vol.14, No. 2, 92-99.
【41】Crosby, P. B. (1979), Quality is Free, McGraw-Hill, New York.
【42】Dale, B. G. and Plunkett, J. J. (1995), Quality Costing, Chapman & Hall,
Second Edition.
【43】Daniel, W. W. (1990), Applied Nonparametric Statistics, 2nd ed., PWS-Kent,
Boston.
【44】De Vellis, R. F. (1991), Scale Development: Theory and Applications, Sage
Publications, Newbury Park, California.
【45】Deming, W. E. (1982), Quality, Productivity and Competitive Position,
MIT-CAEA, Cambridge, Mass.
【46】Dunn, O.J. (1964), “Multiple Comparison Using Rank Sums,” Technometrics,
6, 241-252.
【47】Feigenbaum, A. V. (1983), Total Quality Control, Third Edition. McGraw-Hill,
New York.
【48】Fisher, W.(1995), “Does TQM Really Help Anyone?,” Library Acquisitions:
Practice & Theory, Vol. 19, No. 1, 49-52.
【49】Flynn, B. B., Schroeder, R. G., and Sakakibara, S. (1994), “A Framework for
Quality Management Research and an Associated Instrument,” Journal of
Operations Management, 11, 339-366.
【50】Gabor, A. (1992), How W. Edwards Deming Brought the Quality Revolution to
America--The Stories of Ford, Xerox, and GM, Penguin Books, USA.
【51】Goetsch, D. L. and Stanley D. (1994), Introduction to Total Quality,
Macmillan College, New York.
【52】Guieford, J. P. (1965), Fundamental Statistics in Psychology and Education,
4th ed., New York: McGraw-Hill.
【53】Henderson, K. M. and Evans, J. R. (2000), “Successful Implementation of Six
Sigma: Benchmarking General Electric Company,” Benchmarking: An
International Journal, Vol.7, No.4, 260-281.
【54】Hendricks, C. A., Kelbaugh, R. L.(1998), “Implementing Six Sigma at GE,”
July/August, The Journal for Quality and Participation, 48-53.
【55】Ishikawa, K. (1985), What is Total Quality Control? The Japanese Way,
Englewood Cliffs, NJ: Prentice-Hall.
【56】Juran, J. M., & Gryna, F. M. (1993), Quality Planning and Analysis: From
Product Development through Use, 3rd Ed., McGraw-Hill, Inc. New York.
【57】Lau, H. C. and Idris, M. A.(2001), “The Soft Foundation of the Critical
Success Factors on TQM Implementation in Malaysia,” The TQM Magazine,
Vol. 13, No. 1, 51-60.
【58】Lemak, D. J., Reed, R., Satish, P. K.(1997), “Commitment to Total Quality
Management: Is There a Relationship with Firm Performance?” Journal of
Quality Management, Vol. 2, No. 1, 67-86.
【59】Man, J.(2002), “Six Sigma and Lifelong Learning,” Work Study, Vol. 5, No.
4, , 197-201.
【60】Naumann, E. ( 2000), “Customer Centered Six Sigma,” ASQ's 54th Annual
Quarterly Congress Proceedings, 631-640.
【61】Nave, D. (2002), “How to Compare Six Sigma, Lean and the Theory of
Constrants-a Framework for Choosing What’s Best for Your Organization,”
March, Quality Progress, 73-78.
【62】Pan, J. N. (1993), “Total Quality Management Implementation Strategy and
Self-Assessment Using Malcolm Baldrige Award Criteria,” Journal of
National Cheng Kung University, Vol. 28, Science, Engineering and Medicine
Section, 175-184.
【63】Pan, J. N. and Kolarik, W. J. (1992), “Quality Tree: A Systematic
Problem-Solving Model Using Total Quality Management Tools and
Techniques,” Quality Engineering, Vol. 5, No.1, 1-20.
【64】Pande, P. S., Neuman , R. P. and Cavanagh, R. R.( 2000), The Six Sigma Way:
How GE, Motorola, and other Top Companies Are Honing Their Performance,
McGraw Hill, USA.
【65】Saraph, J. V., Benson, P. G. and Schroeder, R. G. (1988), “An Instrument for
Measuring the Critical Factors of Quality Management”, Decision Sciences,
Vol. 20, 810 – 828.
【66】Shiba, S., Graham , A., and Walden , D. (1993), A New American TQM: Four
Practical Revolutions in Management, Productivity Press, Portland, Oregon.
【67】Tamimi, N. (1998), "A Second-Order Factor Analysis of Critical TQM
Factors," International Journal of Quality Science, Vol. 3 , No. 1, 71-79.
【68】Tate, M. W. and Clelland, R. C. (1957), Nonparametric and Shortcut Statistics
in the Social, Biological, and Medical Sciences, Danville, I11.: Interstate
Printers and Publishers.
【69】Theil, H. (1950), “A Rank-Invariant Method of Linear and Polynomial
Regression Analysis. I,” Nederl. Akad. Wetensch. Proceedings, Ser. A, 53,
386-392.
【70】Walsh, L. (1986), Quality Management Handbook, McGraw-Hill, New York.
【71】Zairi, M. (2002), “Six Sigma: Another Irritation or a Blessed Addition for
Better Management?,” The TQM Magazine, Vol. 14, No. 5, 273-274.
論文全文使用權限
  • 同意授權校內瀏覽/列印電子全文服務,於2003-07-23起公開。
  • 同意授權校外瀏覽/列印電子全文服務,於2003-07-23起公開。


  • 如您有疑問,請聯絡圖書館
    聯絡電話:(06)2757575#65773
    聯絡E-mail:etds@email.ncku.edu.tw