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系統識別號 U0026-2906201117295500
論文名稱(中文) 台灣通訊廠商申請TL 9000認證動機與實施經驗之現況分析
論文名稱(英文) A Comparative Study on Motivation, Success Factors and Benefits of TL 9000 Certification for Different Telecommunication Industries in Taiwan
校院名稱 成功大學
系所名稱(中) 國際經營管理研究所碩士在職專班
系所名稱(英) Institute of International Management (IIMBA--Master)(on the job class)
學年度 99
學期 2
出版年 100
研究生(中文) 魏志勳
研究生(英文) Chih-Shiun Wei
電子信箱 weichihshiun@hotmail.com
學號 RA797408
學位類別 碩士
語文別 英文
論文頁數 150頁
口試委員 指導教授-潘浙楠
召集委員-陳正忠
口試委員-鄭至甫
口試委員-黃國平
中文關鍵字 TL 9000  電信業優質供應商領導人論壇  TL 9000 品質系統要求  TL 9000 品質衡量指標  ISO 9000 系列 
英文關鍵字 TL 9000  QuEST Forum  TL 9000 Requirement  TL 9000 Measurement  ISO 9000 Series 
學科別分類
中文摘要 隨著新科技、新規格及新標準出現,21世紀於通訊產業有很大的進步。資訊科技跟隨著新產品的研發而變遷快速。不啻一般人難以懂得通訊科技,專家也無法掌握全貌。因為TL 9000品質系統的產生,使得企業有捷徑方法得以控制整個供應鏈的品質。 TL 9000是以客戶目標、持續改善、預防缺失、產品生命週期為導向,並結合了衡量指標。
本研究係利用因素分析、集群分析及線性結構關聯模式等統計手法進行問卷分析,並進一步根據統計分析分析的結果提出結論及改善建議。藉由比較TL 9000認證的台灣通訊廠商在動機、經驗及利益構面差異,進而提供對於正在申請或維持TL 9000認證的廠商做為參考。
英文摘要 With the emergence of new technology, new specifications and new standards, the twenty-first century has made great leaps forward in the telecommunications industry. Information technology changes rapidly as new products are developed. Not only do ordinary people have difficulty in handling telecommunications technology, but even specialists cannot fully grasp its prospect. With the emergence of the TL 9000 quality system in the telecommunications industry, business owners are provided a short cut in controlling the whole quality system of the industry. Although telecommunication products still have great room for improvement, this does not mean that each business owner commands large room for profit. TL 9000 is focused on customer-oriented management, continuous improvement, prevention of defects, the product life cycle model, and integration with the measurement index.
Survey data has been analyzed using the multivariate statistical methods and techniques including factor analysis, cluster analysis, and the Kruskal-Wallis test among others. Several conclusions and suggestions are made based on statistical analysis results. By applying this comparative study to motivation, experience, and benefits of TL 9000 implementation for different telecommunication industries in Taiwan, hopefully, this study can provide a useful reference for enterprises, which are undergoing the process of seeking or maintaining TL9000 certification in the near future.
論文目次 ACKNOWLEDGEMENTS I
ABSTRACT II
TABLE OF CONTENTS V
LIST OF TABLES IX
LIST OF FIGURES XVI
CHAPTER ONE INTRODUCTION 1
1.1 Research Background. 1
1.2 Research Motive. 2
1.3 Research Objective. 8
1.4 Research Scope and Limitation. 9
1.5 Research Flow Chart. 9
CHAPTER TWO LITERATURE REVIEW 10
2.1 The Definition of Quality. 10
2.2 Introduction to ISO 9000 Quality. 11
2.2.1 The ISO 9000 Family of Standard. 12
2.2.2 Management Principles. 14
2.2.3 What Makes ISO 9001:2000 a Solid Choice for Many Diversity Suppliers? 15
2.3 Introduction to TL 9000. 16
2.3.1. Purpose. 17
2.3.2 Relationship to ISO 9001 and Other Requirements. 17
2.3.3 Structure. 18
2.3.4 TL 9000 Quality System Requirement. 19
2.3.5 TL 9000 Quality System Measurement. 20
2.3.6 The Comparison between ISO 9000 and TL 9000. 24
2.3.7 The Comparison between TL 9000 and TS16949. 27
2.3.8 Introduction to the QuEST Forum 27
2.3.9 Present TL 9000 Certified Condition 28
2.4 The Motivation of TL 9000 Implementation 29
2.5 Key Successful Factors to Implement TL 9000 31
2.6 The Benefits of TL 9000 Implementation 33
2.7 Summary for Literature Review of TL 9000. 37
CHAPTER THREE RESEARCH DESIGN AND METHODOLOGY 42
3.1 Framework of Study. 42
3.2 TL 9000 System Questionnaire Design. 43
3.2.1Part Ι: Basic Information of the Firm. 43
3.2.2 Part ΙΙ: The Motivation of Certification. 43
3.2.3 Part ΙΙΙ: Key Success Factors. 43
3.2.4 Part IV: The Benefit of Certification. 44
3.3 Sampling Method. 44
3.4 Research Design of This Study. 44
3.5 Statistical Analysis Methods. 45
3.5.1 Factor Analysis. 46
3.5.2 Reliability Analysis. 46
3.5.3 Kruskal-Wallis Test and Multiple Comparison. 47
3.5.4 Cluster Analysis. 47
3.5.5 LISREL Analysis (Linear Structure of Relation Model) 48
CHAPTER FOUR RESEARCH RESULTS 51
4.1 Descriptive Statistical Analysis. 51
4.1.1 Basic Information. 51
4.1.2 Motivation of TL 9000 Implementation. 53
4.1.3 Key Success Factors. 53
4.2 Multivariate Analysis for Each Perspective. 54
4.2.1 Factor Analysis of Motivation for Certification. 57
4.2.2 Comparative Analysis for the Motivation by Different Group Characteristics. 57
4.2.3 Factor Analysis of Importance and Efforts Spent Perspectives for TL 9000 Certification. 58
4.2.4 Comparative Analysis for the Importance and Efforts Spent Perspectives by Different Group Characteristics. 59
4.2.5 Factor Analysis for TL 9000 Certification Benefits. 61
4.2.6 Comparative Analysis for the TL 9000 Certification Benefits by Different Group Characteristics. 61
4.3 LISERAL (Linear Structure of Relation Model) Analysis for Each Perspective. 62
4.3.1 LISREL (Linear Structure of Relation Model) analysis for Each Perspective. 63
4.4 Cluster Analysis of TL 9000 Certification Benefits. 64
4.4.1Comparatice Analysis for the TL 9000 Certification Benefits by Different Group Characteristics. 64
4.5 Investigation of the Relationship between “Overall Benefits” and “Specific Items” of TL 9000 Certification Benefits. 67
4.6 Evaluation of the Performance for TL 9000 Certified Suppliers. 68
CHAPTER FIVE CONCLUSION AND SUGGESTIONS 69
5.1 Conclusion. 69
5.1.1 Basic Information. 69
5.1.2 Analysis of Each Perspective. 70
5.1.3 Comparative Analysis for Each Perspective of TL 9000 Certification by Different Group Characteristics. 71
5.1.4 Cluster Analysis of TL 9000 Implementation Benefits. 73
5.1.5 LISREL (Linear Structure of Relation Model) analysis. 74
5.1.6 Performance of TL 9000 certified suppliers. 74
5.2 Research Results may Imply to the Real World. 86
5.3 Research Contributions. 86
5.4 Suggestions. 86
5.5 Limitations and Further Research. 87
REFERENCES 89
APPENDICES 93
Appendix 1: Questionnaire 93
Appendix 2: Basic Descriptive Statistical Tables 108
Appendix 3: Tables of Multivariate Analysis for Each Perspective 112
Appendix 4: Statistical Tables of Cluster Analysis of TL 9000 Certification Benefits 140
Appendix 5: Tables of the Performance for TL 9000 Suppliers 148
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