汽車零組件業者實施ISO 9001：2008 品質管 理系統之營運績效研究－以台南地區為例

A study of the operating performance that automobile component manufacturers carry out ISO 9001: 2008 quality management systems – Tainan area

蘇儒昇(Ju-Sheng Su)

指導教授 ： 顏義文

長榮大學/管理學院/經營管理研究所(博)/碩士(2010年)

https://doi.org/10.6833/CJCU.2010.00128

摘要

台灣車輛工業總產值2009 年為4,411 億元，佔台灣製造業總產
值約4.17%，係台灣極為重要之工業。台灣汽車零件業具有少量多
樣、彈性製造之優勢，在業者不斷投入研發及提升生產技術的努力
下，汽車零件業在累積競爭實力後，每年外銷金額均持續擴大，產值
亦持續成長；2006 年首度超越汽車整車產值，2008 年已達1,839 億
元，2009 年雖受金融海嘯影響，但仍有1,697 億元之亮麗表現。
目前台灣10 家汽車廠旗下的一階代工供應商約有300 家左右，
若加上第二階、第三階衛星廠，以及供應售後維修體系的零組件供應
廠商，台灣汽車零組件供應廠商約有2,800 多家，其中赴大陸投資的
廠商已超過200 家。依據我國經濟部發展汽車暨零組件產業發展策
略，輔導二、三階廠商品質能力提升及製程技術提升，是我國經濟部
協助中小企業進入國際大廠採購圈之特定計畫。
本研究採用問卷調查方式進行實證研究，針對已通過ISO 9001：
2008（CNS 12681）品質管理系統驗證的台南地區汽車零組件業者進
行調查，以瞭解其導入ISO 9001：2008 品質管理系統之推行狀況及
其對於組織營運績效之影響。透過問卷分析，萃取出台南地區汽車零
組件製造業ISO 9001：2008 品質管理系統推行之關鍵因素及推行後
之營運績效等構面，並探討其兩者之相關性。
本研究發現ISO 9001 推行狀況之關鍵因素中，有「高階承諾及
文件化」、「高階層支持」及「顧客溝通」等三個構面會顯著的影響ISO 9001 推行後營運績效中之「提高顧客滿意及企業形象」之構面，本研究以品管手法中之「特性要因圖」法，整理其內涵，由特性要因圖中可知，台南地區汽車零組件業者可藉由「ISO 9001 品質管理系統文件化」、「高階層支持」、「高階承諾」及「顧客溝通」等構面中關鍵因素之努力過程，以產生提高顧客滿意及企業形象之效果，進而亦可降低品質成本與提高獲利力。

關鍵字

ISO 9001 ； CNS 12681 ； 關鍵因素 ； 營運績效

並列摘要

The total value of auto industrial output is 441.1 billion in 2009,which is about 4.17% of the total output value of Taiwan's manufacturing
industry. Absolutely, the automobile is already an important industry in Taiwan. Taiwan's auto parts industry possesses the advantage of variety and flexibility in manufacturing. Under the manufactures’ continuous
research and production technology upgrade, the auto parts industry has owned the competitiveness, in the meantime, the exportation amount and output value continue to grow annually. In 2006, for the first time the output value of the auto parts surpassed the autos, then it reached 183.9
billion in 2008. In spite of the financial tsunami in 2009, there was still a brilliant performance of 169.7 billion.
At present, the 10 automobile plants have 300 first-order OEM suppliers or so, if coupled with the second, third-order satellite plants and the component suppliers which provide after-sales service, there are approximately 2,800 auto parts suppliers in Taiwan. Among these suppliers more than 200 manufacturers have investment in Mainland
China. Based on the development strategy of automotive and component industry in the Ministry of Economic Affairs, guiding the second,third-order manufacturers to enhance quality and process technology is a special project to help SMEs access to the international manufacturers’
purchasing cycle.
This study carries out the empirical research by questionnaire. The survey is directed against the auto parts manufacturers in Tainan area that has passed the ISO 9001: 2008（CNS 12681）quality management system certification; to understand the implementation status and the operating performance of using the ISO 9001: 2008 quality management system.Through the questionnaire analysis, we get to know the key factors of Tainan auto parts manufacturers carrying out ISO 9001: 2008 quality
management system, as well as the operating performance after the implementation; at the same time investigate the correlation between the two.
The study found that the key factors of carrying out ISO 9001 include "high-level commitment and documentation", "high-level support" and "customer communication". These three factors will be significant impact on "enhance customer satisfaction and enterprise
image" of operating performance after the implementation of ISO 9001.
This study uses “Cause and Effect Diagram” of the quality control methods to organize the content. From the “Cause and Effect Diagram”we can know, through "ISO 9001 quality control documentation","high-level support", "high-level commitment” and "customer communication", Tainan area auto parts manufacturers can enhance customer satisfaction and enterprise image, and thus lower cost and raise profit.

並列關鍵字

ISO 9001 ； CNS 12681 ； key factor ； operating performance

參考文獻

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功要素案例研究」，東海大學管理研究所碩士論文。

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