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 |
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