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系統識別號 U0026-0812200913522621
論文名稱(中文) 應用精實六標準差於企業流程改善之個案研究
論文名稱(英文) Application of the Lean Six Sigma for Business Process Improvement - a Case Study
校院名稱 成功大學
系所名稱(中) 工業與資訊管理學系專班
系所名稱(英) Department of Industrial and Information Management (on the job class)
學年度 95
學期 2
出版年 96
研究生(中文) 陳俊欽
研究生(英文) Chun-Chin Chen
學號 r3794123
學位類別 碩士
語文別 中文
論文頁數 93頁
口試委員 口試委員-劉漢容
口試委員-林懿貞
口試委員-龍仕璋
指導教授-呂執中
中文關鍵字 品質管理  企業流程管理  精實生產  六標準差 
英文關鍵字 Lean Production  Quality Management  Business Process Management  Six Sigma 
學科別分類
中文摘要 在現今全球化潮流中,許多世界級企業在競爭激烈的環境下,為了強化本身競爭優勢,無不致力於持續改善企業流程效率。而企業流程效率的改善,重點在於以顧客需求為導向,滿足顧客需求,甚至超越顧客的期望。在這樣的前提下,選擇適當的品質管理系統,作為持續改善企業流程效率的工具,為當前企業厚植本身競爭優勢所面臨的重要議題。
在品質管理系統中,精實生產著重於去除流程中的浪費、提高作業效率及加快流程速度,六標準差則專注降低變異及提高流程的控制。本研究的目的在於探討如何透過結合此兩大方法論,所發展出精實六標準差的架構與步驟,將其應用於企業流程改善。而本研究所應用的精實六標準差方法,是以DMAIC架構為基礎。企業在導入精實六標準差方法前,可藉由導入前企業體質條件項目的審視,了解本身體質條件後,再決定是否導入。而在推行的過程中,本研究針對各階段的步驟逐項說明其內容、相關應用工具、常用表單以及統計分析技術。
最後本研究以個案實務驗證方式,將此精實六標準差推行架構步驟,以實際應用於企業流程改善過程中不同類型的改善專案─辦公室類型與生產現場類型。透過不同改善專案類型之分析比較,驗證本研究所提出的精實六標準差方法,不僅適用於製造現場的企業流程改善,更能適用於服務類型的企業流程改善。因此精實六標準差架構較ISO 9000更能改善產品品質,比全面品質管理更具明確目標與執行效率,並改善六標準差缺乏流程效率的問題以及強化精實生產處理流程變異的能力。
英文摘要 A lot of world-class enterprises focus on business process improvement for enhancing their competitive advantage under keen competition in the world. Business process improvement is to satisfy the customer need and then exceeds the customer expectation. Under this condition, how to implement the right quality management system is a very important issue for all organization that increases their competitive advantage.
Lean Manufacturing is a methodology that focuses on reducing cycle time and waste in process. Six Sigma is also a methodology that focuses on reducing variation. Measuring defections and enhancing the process control. Lean Six Sigma bases on the Six Sigma DMAIC structure combines with Lean Manufacturing for improving quality, reducing variation and improvement waste in an organization. How to implement Lean Six Sigma in business process improvement is our purpose. Organization reviews their current status from a checking list that is success factor of implementation before implementation of Lean Six Sigma. We also illustrate Lean Six Sigma procedure, statistical analysis tools and others relative in our research.
Finally we adopt a case practice method that includes two different type projects- service and manufacturing to apply Lean Six Sigma procedure in business process improvement. We verify Lean Six Sigma methodology to solve complex problem in both manufacturing and service sector. Lean Six Sigma compares with compares with others quality methodology from this case study. Lean Six Sigma enhances product or service quality more than ISO 9000, increases the efficiency of production more than TQM and reduces cycle time more than Six Sigma.
論文目次 目 錄
中文摘要 I
英文摘要 II
誌 謝 III
目 錄 IV
圖 目 錄 VI
表 目 錄 VII
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 研究範圍與限制 2
第四節 研究方法與流程 3
第二章 文獻探討 5
第一節 品質管理手法 5
2.1.1 ISO 9000品質管理系統 5
2.1.2 全面品質管理 7
2.1.3 六標準差 9
2.1.4 精實生產源起與內涵 14
2.1.5 精實六標準差源起與內涵 20
2.1.6 各項品質管理系統成功關鍵因素 24
2.1.7 小節 25
第二節 企業流程管理 27
2.2.1 企業流程管理 27
2.2.2 企業流程改善架構 30
2.2.3 小節 33
第三節 個案研究 34
2.3.1 個案研究的起源與定義 34
2.3.2 個案研究的類型與目的 35
2.3.3 個案研究的優、缺點與適用性 36
2.3.4 小節 37
第三章 精實六標準差之企業流程改善架構 38
第一節 研究架構 38
第二節 精實六標準的企業流程改善架構 42
3.2.1 定義階段之確認價值 43
3.2.2 衡量階段之價值流動圖 45
3.2.3 分析階段之找出問題根本原因 47
3.2.4 改善階段之拉式作法 50
3.2.5控制階段之追求完美 51
第四章 個案研討 54
第一節 個案公司背景與推行精實六標準差的因素 54
第二節 個案公司的體質條件與導入精實六標準差的過程 57
第三節 個案公司推行精實六標準差的專案研討 60
4.3.1辦公室類型改善專案─提昇顧客詢單回覆時效 60
4.3.2 現場類型改善專案─提昇MCC產品備料製程生產效率 69
第四節 驗證與討論 77
第一節 研究結論 79
第二節 未來研究方向 80
參考文獻 82
附錄一、品質學會高雄市分會九十五年度年會論文發表 88
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