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系統識別號 U0026-2508201413501200
論文名稱(中文) 品質績效衡量系統建構之研究--以某專業TFT-LCD面板製造商為例
論文名稱(英文) Research on Quality Performance Measurement System Constructed - A Case Study in a Professional TFT-LCD Panel Makers
校院名稱 成功大學
系所名稱(中) 工業與資訊管理學系碩士在職專班
系所名稱(英) Department of Industrial and Information Management (on the job class)
學年度 102
學期 2
出版年 103
研究生(中文) 賴鵬仁
研究生(英文) Peng-Jen Lai
學號 R37991253
學位類別 碩士
語文別 中文
論文頁數 65頁
口試委員 指導教授-林清河
口試委員-李昇暾
口試委員-耿伯文
口試委員-林清河
中文關鍵字 品質管理  品質機能展開法  平衡計分卡  層級分析法  績效衡量 
英文關鍵字 quality management (QM)  quality function development (QFD)  balanced scorecard (BSC)  analytic hierarchy process (AHP)  performance measurement 
學科別分類
中文摘要 品質管理(Quality Management),一般而言是指為了保障及改善產品品質使其達到一定的水準,所進行的各種相關的管理活動。而現代講求的品質管理不僅僅包括在製品在生產現場所進行的各種品質方面的檢查工作,還包括了在非生產性的部門為了要提高其業務執行的品質而進行的整體性品質管理
。品質管理現在已經被定義成為一種致力在所有組織中實現持續改善的功
能並實現公司水準的管理理念。
另外,管理大師彼德•杜拉克(Peter Drucker)曾經說過很少有其他要素如組織的績效衡量指標這麼重要,許多的企業都需要且渴望對現行組織的績效能夠進行客觀且有效的衡量。而平衡計分卡正是一套細心挑選的策略衡量工具
,是組織主管對其員工及其他的利害關係者,傳達投資的成果並驅動績
效,來達成最終的任務及策略目標。
本研究對象為某TFT-LCD Display製造商之後段模組生產工廠,先利用其製程PFMEA管控表由製程品質管控小組針對製造階段重要改善項目進行QFD品質機能之展開,接下來進行其績效衡量系統之建構,先列出平衡計分卡各構面的相關衡量指標,藉由專家訪談調查了解經營管理階層最重視的關鍵指標,並由製程品質管控小組討論定義出重要品質管控項目和關鍵績效指標間的關連性,最後再利用問卷調查及AHP層級分析法找出各構面及各栺標之重要性權重,以利針對該個案公司提出管理建議。本研究希望藉由平衡計分卡的導入並使用層級分析法分析後可提供給個案公司檢視在品質要項和績效衡量指標間之關係,了解其重要性之結果並提供修正策略的方向。
英文摘要 The research reviewed relevant literature both in Taiwan and abroad and used a LCD factory of a domestic TFT-LCD panel manufacturing company as a case study. The investigation aims to identify key items in the quality management and control system of LCM manufacturing define performance measurement indicators, as well as determine correlation among items and indicators and their priorities, so as to make performance measurement more complete and practical.
The framework of the research will first established the quality house of developing quality function to the case company. Then list relevant measurement indicators for each dimension of the balanced score card and then find the key indicators valued by management level mostly, as well as define the key quality management and control items in PFMEA. Finally, it utilizes the AHP analytic hierarchy process to find relevance and priority of each dimension and indicator, and analyzes the differences in research results between the supervisor and staff teams, so as to propose management suggestions for the case company.
論文目次 摘要..................................................I
EXTENDED ABSTRACT....................................II
致謝.................................................VII
目錄................................................VIII
表目錄.................................................X
圖目錄................................................XI
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 研究範圍與對象.................................2
第四節 研究流程.......................................3
第二章 文獻探討...........................................5
第一節 品質機能展開法(QFD).............................5
第二節 平衡計分卡(BSC)................................9
第三節 層級分析法(AHP) ...............................16
第四節 小結..........................................20
第三章 研究方法..........................................21
第一節 研究架構......................................21
第二節 建立品質機能展開...............................24
第三節 平衡計分卡之導入及衡量指標......................28
第四節 層級分析法的步驟...............................30
第五節 小結..........................................33
第四章 研究資料分析.......................................34
第一節 績效衡量指標...................................34
第二節 FMEA重要製程管控項目............................36
第三節 品質屋建立.....................................38
第四節 問卷發放及資料分析..............................41
第五章 結論與建議.........................................47
第一節 結論..........................................47
第二節 確認結論適用性..................................50
第二節 給個案公司的建議................................51
第三節 未來研究之建議..................................53
參考文獻..................................................55
附錄一...................................................61
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