| 摘要註: |
近年來,隨著全球經濟的發展、科技產品日新月異,消費者意識抬頭,使得顧客對於產品精密度的要求日漸嚴格。企業正面臨嚴峻的挑戰,為了長期維持與顧客良好的關係就必須深入瞭解顧客所抱怨的因素,並採取改善策略與作為以達到顧客滿意,必須找到競爭優勢,才能佔有一席之地、持續發展。本研究透過個案研究的方式,首先,以福特8D手法及六標準差DMAIC步驟改善精密零件製程問題,企業利用統計與品質管理工具來提升製程能力、降低其不良率,解決顧客抱怨。接著導入豐田式生產概念,使用六標準差重新設計DMADV步驟,對現場加工機台進行重新佈置,減少移動時間之浪費,提昇現場巡檢效率。藉由改善活動後,個案公司外觀不良與尺寸不良的客戶抱怨大幅減少,並且重新佈置加工機台後成功使人力成本下降。 In recent years, owing to global economic develop, newer and newer high-tech products, and the rise of consumers' awareness, customers require more about products precision stringently. Because enterprises are facing changing dramatically, In order to maintain long-term good relations with customers, enterprises must understand the customer complaints factors and take to improve the strategy for realizing customer satisfaction, they have been seeking competitive edge for their survival and sustainable development .This research has been conducted by case study method, first, applying the Ford 8D approach and Six Sigma to improve the precision parts improvement, enterprises are using statistical and quality management tools to enhance process capability and reduce defect rate, to resolve customer complaints. Then, introducing Toyota Production System, using Six Sigma DMADV to redesign step, to rearrange the production lines processing machine, reduces the waste of time, and enhance the efficiency of on-site inspection. The company significantly reduce customer complaints about cosmetic defect and dimension defect as a result of some certified activity improvement, and rearranging the processing machine has successfully decreased the labor costs. |