六標準差（Six Sigma）為目前最受矚目與重視的品質活動，而精實生產方式（Lean Production System）係以及時化（Just-In-Time, JIT）及自働化（Jidohka）兩大概念，所發展出來的合理化生產系統。此二者俱以變異為基礎的思考（Variation-based Thinking），協助企業改善流程、提昇品質、生產力與競爭地位，其整合並被視為下一波管理思潮的新趨勢。
此外，若論及產業特性，服務產業有別於製造業，其特有的服務（Service）、交易業務（Transaction）與其他非製造性（Non-Manufacturing）流程，往往存在更多浪費與更多的改善機會，卻更為強調顧客滿意經營。
本研究鑑於研究缺口與實務發展之需，提出六標準差與精實生產方式應用於服務業之整合模式（Lean Six Sigma for Service，LS3）。本模式以精實生產方式減少內部浪費，並以六標準差導向顧客滿意之追求，不但兼顧企業內部與外部顧客之觀點，亦兼顧精實速度與六標準差之高品質。 / “Six Sigma” is one of the most popular quality initiatives recently. “Lean Production System” is the world famous production system developed and practiced by Toyota mobile company for a long time. It based on two concepts: “Just-In-Time” and “Jidohka”. Both two are based on the variation thinking to improve business process, enhance quality, production and competitive position. Besides, the integration of them is viewed as a new trend in the next management wave.
Moreover, regarding to the industry characteristics, service industry is quite different from manufacturing industry. Even though there are more wastes and improvement opportunities, the application of Six Sigma, Lean Production System or their integration in service industry is quite few neither in literatures nor practice.
This research proposes the Lean Six Sigma integration model based on the research gap and the practical need, and then adapt it for service industry. The model is named as “Lean Six Sigma for Service (LS3)” in this research. It balances the viewpoints of internal and external customers, and gives consideration to the Lean speed as well as Six Sigma high quality. Also, this research tries to contribute to the enhancement of management technology. / 目 錄
中文摘要………………………………………………………………………………I
英文摘要………………………………………………………………………………Ⅱ
誌謝……………………………………………………………………………………Ⅲ
目錄……………………………………………………………………………………Ⅳ
表目錄…………………………………………………………………………………Ⅶ
圖目錄…………………………………………………………………………………Ⅷ
第一章 緒 論…………………………………………………………………………1
1.1 研究背景與動機………………………………………………………………1
1.2 研究目的………………………………………………………………………4
1.3 研究範圍與限制………………………………………………………………5
1.4 研究方法………………………………………………………………………6
1.5 研究架構………………………………………………………………………7
第二章 文獻探討…………………………………………………………………8
2.1 六標準差………………………………………………………………………8
2.1.1 六標準差之發展沿革………………………………………………………8
2.1.2六標準差之定義與各家說法………………………………………………12
2.1.3 六標準差之組織架構及人員角色…………………………………………17
2.1.4 六標準差之改進循環………………………………………………………21
2.1.5 六標準差主要之八大工具…………………………………………………27
2.1.6 六標準差之推行現況………………………………………………………29
2.1.7 六標準差之運作特點………………………………………………………30
2.2 精實生產方式…………………………………………………………………31
2.2.1 精實生產方式之發展沿革………………………………………………31
2.2.2精實生產方式之定義…………………………………………………….34
2.2.3 精實生產方式之構成要素………………………………………………34
2.2.4 精實生產方式之推展步驟………………………………………………40
2.2.5 精實生產方式之運作特點………………………………………………42
2.3服務業…………………………………………………………………………46
2.3.1 服務業之定義……………………………………………………………46
2.3.2 服務業之特性……………………………………………………………48
第三章 模式建構…………………………………………………………………52
3.1 精實六標準差應用於服務業之綜觀（LS3 Overview）……………………52
3.2 導引階段（Lead Phase）……………………………………………………………56
3.3 研究階段（Study Phase）……………………………………………………………65
3.4 流暢階段（Smooth Phase）…………………………………………………………70
3.5 維持階段（Sustain Phase）…………………………………………………………73
第四章 模式驗證.…………………………………………………………………81
4.1 問卷對象…….………………………………………………………………81
4.2 專家意見…….………………………………………………………………83
第五章 結論與建議…………………………………………………………………84
5.1 研究結論……………………………………………………………………84
5.2 研究貢獻……………………………………………………………………85
5.3 後續研究建議………………………………………………………………86
參考文獻……………………………………………………………………………87
附錄A 專家訪談調查函……………………………………………………………93
附錄B 專家訪談問卷內容…………………………………………………………94
表 目 錄
表 2.1 六標準差的發展階段………………………………………………………12
表 2.2 標準差換算表………………………………………………………………14
表 2.3 六標準差方法論DMAIC………………………………………………………22
表 2.4 六標準差設計方法論DMADV……….………………………………………23
表 2.5 六標準差「工具的21個整合步驟：研發流程」…………………………25
表 2.6 豐田生產系統之「實驗」……………………………………………………44
表 3.1 LS3之內容要項與工具……………………………………………………54
圖 目 錄
圖 1.1 研究流程圖………………………………………………………………6
圖 2.1 製程中心飄移1.5標準差的情形………………………………………13
圖 2.2 典型的六標準差組織圖.…………………………………………………17
圖 2.3 執行六標準差之八大步驟…….…………………………………………27
圖 2.4 六標準差之八大工具…..…………………………………………………28
圖 2.5 精實生產方式五大主要要素…….………………………………………36
圖 2.6 消除浪費要素……………………………………………………………37
圖 2.7 全面品質要素………………………………………………………………38
圖 2.8 人員準備要素………………………………………………………………39
圖 3.1 LS3運作架構圖………………………………………………………………53
圖 3.2 LS3運作模式之工具總覽……………………………………………………55
圖 3.3 導引階段之使用工具………………………………………………………57
圖 3.4 研究階段之使用工具………………………………………………………66
圖 3.5 流暢階段之使用工具………………………………………………………70
圖 3.6 維持階段之使用工具………………………………………………………74
| Identifer | oai:union.ndltd.org:TW/092CYCU5030071 |
| Date | January 1992 |
| Creators | 鄭欣如, Hsin-Ju Cheng |
| Contributors | 江瑞清, Jui-Chin Jiang |
| Publisher | 中原大學, 工業工程研究所 |
| Source Sets | National Digital Library of Theses and Dissertations in Taiwan |
| Language | 中文 |
| Detected Language | English |
| Type | 碩士 |
| Format | 105 |
| Relation | 【英文部分】 1. Berry, L.L., 1984, “Services Marketing is Different”, Business Magazine, pp. 29-37. 2. Behara, R.S., Fontenot, G.F. and Gresham, A., 1995 “Customer Satisfaction Measurement and Analysis using Six Sigma”, International Journal of Quality & Reliability Management, Vol. 12, No. 3, pp. 9-18. 3. Bhote, K.R., 2001, “The Ultimate Six Sigma: Beyond Quality Excellence to Business Excellence”, Amacom. 4. Breyfogle Ⅲ, F.W., Cupello, J.M. and Meadows B., 2001, “Manging Six Sigma- A Practice Guild to Understanding, Assessing, and Implementing the Stagy that Yields Bottom-Line Success”, John Wiley & Sons, Inc., pp. 18-20. 5. Edwin, T.C. and Podolsky, S., 1996, “Just-In-Time Manufacturing”, Chapman & Hall, Inc. 6. Ehrlich, B.H., 2002, “Transactional Six Sigma and Lean Servicing”, St. Lucie Press, pp. 62. 7. Eiglier, P. and Langeard, E., 1997, “Marketing Consumer Services: New Insights”, MSI Report, pp. 77-115. 8. Feld, W.M., 2001, “Lean Manufacturing: Tools, Techniques, and How To Use Them”, St. Lucie Press, pp. 4-15. 9. George, M.L., 2003, “Lean Six Sigma for Service”, McGraw-Hill Inc., pp. 28-42. 10. Gordon, M.J., 2002, “Six Sigma Quality for Business & Manufacture”, Elsevier Inc. 11. Hahn, G.J. and William, J.H., 1999, “The Impact of Six Sigma Improvement- A Glimpse into the Future of Statistics”, American Statistician, Vol. 53 pp. 208-216. 12. Harrison, A., 1992, “Just-In-Time Manufacturing In Perspective”, Prentic Hall International Ltd., pp. 33. 13. Hockman, K., 2000, “Staffing and Deployment Strategies to Support Six Sigma Implementation: A Panel Discussion”, ASQ's 54th Annual Quality Congress Proceedings, pp. 123-125. 14. Harry, M. and Schroeder R., 2000, “Six Sigma”, Doubleday, NY. 15. Juran, J. M., 1992, “Juran on Quality by Design: The New Steps for Planning Quality into Goods and Services”, The Free Press, New York. 16. Kano, N., 2003, “What is Unique about Six Sigma? In Comparison with TQM “, Quality, Vol. 33, No. 2, pp. 168-175. 17. Keim, E., 2001, “Service Quality Six Sigma Case Studies”, Quality Congress, pp. 188-193. 18. Kotler, P., 1997, “Analysis, Planning ,Implementation and Control, 9th ed”, Prentice-Hall Inc. 19. Lovelock, C. H., 1981, “Service Marketing, 2nd ed”, Prentice-Hall Inc. 20. Monden, Y., 1994, “Toyota Production System-An Integrated Approach to Just-In-Time”, Chapman & Hall, Inc., 327-328. 21. Naumann, E. and Hoisington, S.H., 2001, “Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results”, ASQ Quality Press Milwaukee, Wisconsin, pp. 60-62. 22. Nonaka, I. and Takeuchi, H., 1995, “The Knowledge-Creating Company”, Oxford University Press. 23. Pande, P.S., Neuman, R.P. and Cavanagh, R.R., 2002, “The Six Sigma Way Team Fieldbook”, McGraw-Hill, Inc. 24. Paul, A.K., 2001, “Recent Trends in Six Sigma”, Quality Congress, pp. 98-102. 25. Plenert, G., 1990, “Three Differing Concepts of JIT”, Production and Inventory Management Journal, Second Quarter, pp. 1-2. 26. Pyzdek, T., 2000, ”Six Sigma and Lean Production”, Quality Digest, Jan., pp. 14. 27. Regan, W.J., 1963, “The Service Revolution”, Journal of Marketing, Vol. 47, pp. 57-62. 28. Sasser, W.E., 1976, “Match Supply and Demand in Service Industries”, Harvard Business Review, Nov.-Dec.. 29. Scheuing, E.E., 1989, “Achieving the Competitive Edge with Customer Service”, New York, American Management Association. 30. Scott, G. M., 1999, “Critical Technology Management Issues of New Product Development in High-Tech Companies”, Journal of Product Innovation Management, Vol. 17, pp. 57–77. 31. Slater, R., 2001, “The GE Way Fieldbook: Jack Welch’s Battle Plan for Corporate Revolution”, McGraw-Hill, Inc. 32. Snee, R.D. and Hoerl, R.W., 2003, “Leading Six Sigma- A Step -by-Step Guide Based on Experience with GE and Other Six Sigma Companies”, Prentice-Hall Inc. 33. Spear, S. and Bowen, H. K., 1999, “Decoding the DNA of the Toyota Production System”, Harvard Business Review, Sep. -Oct. 34. Stamatis, D.H., 2002, “Six Sigma And Beyond- Foundations of Excellent Performance”, St. Lucie Press, pp. 72. 35. Stostack, L.G., 1997, “Breaking Free from Product Marketing”, Journal of Marketing, Vol. 41, pp. 73-80. 36. Stanton, W.J., 1978, “Fundamental of Marketing, 5th ed”, Prentice-Hall Inc. 37. Tennant, G., 2001, “Six Sigma: SPC and TQM in Manufacturing and Services”, Gower Publishing Company, pp. 7-17. 38. Vokurka, R.J. and Davis, R.A., 1996, “Just- In-Time: The Evolution of a Philosophy”, Production and Inventory Management Journal, Second Quarter, pp. 56-59. 39. Warnecke, H.J. and Huser, M., 1995, “Lean production”, International Journal of Production Economics, Oct., Vol. 41, pp. 37. 40. Womack, J.P. and Jones, D.T., 1996, “Lean Thinking- Banish Waste and Create Wealth in your Corporation”, Simon & Schuster. 41. Wright, J.N., 2003, “Quality Beyond Six Sigma”, Butterworth-Heinemann, pp. 34-39 42. Young, A., 2001, “Six Sigma: Creating a Competitive Advantage”, The Virtual Strategist, October, pp. 38-41. 43. Zeithaml, V.A., Parasuraman, A. and Berry, L.L., 1985, “Problems and Strategies in Services Marketing”, Journal of Marketing, Spring, pp. 33-46. 【中文部分】 1. 6 Sigma 研究小組譯, 真木和俊原著, 2002, “<圖解>營業•服務部門的6 Sigma”, 和昌出版社. 2. CWQC研究小組譯, 鍾朝嵩監譯, 狩野紀昭原著, 1993, “服務業的全公司品質管理”, 先鋒企業管理發展中心, 和昌出版社. 3. 何月華譯, 大野耐一原著, 2003, “大野耐一的現場經營”, 財團法人中衛發展中心, 紅螞蟻圖書有限公司. 4. 連世銘, 2001, “服務業導入ISO9000系列品保制度對經營績效之影響模式研究”, 私立大葉大學工業工程研究所, 碩士論文. 5. 陳青譯, 實踐經營研究會原著, 2003, “現場管理七工具—現場管理者提昇經營效率的七工具”, 財團法人中衛發展中心, 紅螞蟻圖書有限公司. 6. 詹昭雄, 2001, “對國內六標準差做法之看法”, 品質管制月刊. 7. 曾慶毅, 2003, “Six Sigma 之實務應用方法研究—以飛機零組件維修為例”, 私立元智大學工業工程研究所, 碩士論文. 8. 張公緒, 孫靜, 2001, “六希格瑪工程簡介”, 品質月刊, 12月. 9. 張家富, 2003, “推行六標準差系統自我診斷模式之研究”, 私立中原大學工業工程研究所, 碩士論文. 10. 張聖麟, 1998, “卓越化生產管理, 二版”, 華泰文化事業股份有限公司. 11. 楊錦洲, 2001, “服務業品質管理”, 品質學會, 三民書局. 12. 楊錦瑤, 陳建雄, 陳高山, 2002, “導入6 Sigma觀念與實務”, 華宇企業管理顧問股份有限公司. 13. 樂為良譯, Pande, P.S., Neuman, R.P., and Cavanagh, R.R.原著, 2002, “六標準差團隊實戰指南”, 麥格羅•希爾國際出版公司, 台北. 14. 樂為良譯, George, M.L.原著, 2002, “精實六標準差” , 麥格羅•希爾國際出版公司, 台北. 15. 樂為良譯, Pande, P.S., Neuman, R.P., and Cavanagh, R.R.原著, 2001, “奇異、摩托羅拉等頂尖企業的高績效策略－六標準差”, 麥格羅•希爾國際出版公司, 台北. 16. 樂為良譯, Pande, P.S. and Holpp, L.原著, 2002, “六標準差簡單講” , 麥格羅•希爾國際出版公司, 台北. 17. 福特六和汽車, 2001, “六標準差教育訓練課程教材”. 18. 劉典嚴, 2000, “六個標準差的品管”, 品質管制月刊. 19. 賴榮仁譯, Breyfogle III, F.W., Cupello, J.M. and Meadows, B.原著, 2001, “六個希格瑪的管理”, 哈佛企管. 20. 盧淵源譯, 杉本辰夫著, 1986, “事務、營業、服務的品質管制”, 中興管理顧問公司, 台北. 21. 豐田式經營研究小組譯, 日野三十四原著, 2003, “豐田式經營研究—永續成長的原理”, 先鋒企業管理發展中心, 和昌出版社. 22. 蘇朝墩, 陳麗妃譯, Eckes, G.原著, 2002, “實現六標準差的第一本書”, 商周出版, 城邦文化事業股份有限公司. 23. 顧志遠, 1998, “服務業系統設計與作業管理”, 華泰書局. |
Page generated in 0.0046 seconds