整合6-Sigma衡量概念於TOC轉移樹之研究

A Study on Incorporation of 6-Sigma Measurement Concepts with TOC Transition Tree

陳曷越(Ho-Yueh Chen)

指導教授 ： 王晃三

中原大學/工學院/工業工程研究所/碩士(2006年)

https://doi.org/10.6840/CYCU.2006.00006

摘要

在現今複雜且多變的環境中，問題解決儼然已成為各個專業領域所必須面臨的共同性課題。在管理領域中，限制理論(Theory of Constraints, TOC)聚焦於分析改善各類難以量化的系統性問題，近年來廣獲業界青睞。

然而，在擬定最終方案的階段，TOC缺少有效的評選機制，管理者往往被迫以主觀的方式，從諸多措施中進行取捨。除此之外，缺乏量化衡量指標，更使得問題解決成效難以被客觀地評估，降低了TOC的實用價值。

在本論文中，我們以傳統TOC問題解決模式作為基礎，針對五樹圖的結構進行調整，並整合目標轉換與機會探索的功能於傳統TOC模式中，以便處理達成型問題。

另一方面，我們從定義、目的與功能出發，來探討衡量在問題解決中所扮演的角色，繼而以改良後的TOC模式作為基礎，整合六標準差與品質機能展開的衡量機制，重新建構出一套具備客觀量化衡量概念的整合性問題解決模式。此模式的特色有：(一)能夠聚焦於顧客聲音(VOC)，並利用關鍵品質樹(CTQ tree)，展開與顧客需求相關的品質特性，以及相對應的量化衡量指標，(二)利用品質機能展開(QFD)，以顧客需求的重要性作為基準，評鑑出各個衡量指標的相對重要性，將其整合為兼具衡量問題解決績效，與評估對策實施效果的指標組合，(三)具備兩階段的品質機能展開機制，能夠評選出切合於顧客需求的問題解決措施組合。

最後，本研究選定圖書館書庫服務問題作為實證案例，做為檢視傳統TOC模式並修正新模式之用。

關鍵字

品質機能展開 ； 關鍵品質樹 ； 限制理論 ； 六標準差 ； 顧客聲音

並列摘要

In the complicated and rapid changing environment of today, Problem Solving has been of common concern to practitioners in various professions. In the management sector, Theory of Constraints (TOC) is getting attention and has widely used to deal with various system problems which are hard to quantify.

However, it is found that TOC lacks effective assessment scheme for selecting of key solution set. As a result, the managements are often forced to carry out the choice based on subjective approach. In addition, TOC also lacks the quantitative measurements, so it is difficult to measure objectively the effectiveness of Problem Solving. These drawbacks have greatly reduced the practical value of TOC.

In this study, we restructured the traditional TOC Problem Solving model by adjusting the interrelationship of the five diagrams. After this, we combined the functions of goal transformation and the opportunity finding, in order to deal with the Task Achieving type of problem.

On the other hand, we began with the definition, purpose and functions of measurement, and studied the role of performance measurements acted in Problem Solving procedure. Then basing on the modified TOC model, we combined the measurement mechanism as used in Six Sigma way and Quality Function Deployment (QFD), and rebuilt an integrated TOC Problem Solving Model. The significant characteristics of this model include: (1) It places focus on customer's voice (VOC), that correlates customer’s need with the corresponding performance measurements, (2) Taking the customers’ needs as the criteria, we used QFD to find each relative importance of performance measurements, (3) we built in QFD transformation a two stage TOC model in order to find out the key solution set.

Finally, we chose the library stacks service problem as the case for exploring the traditional TOC model and also for validation of the proposed new model.

並列關鍵字

Quality Function Deployment ； Theory of Constraints ； Voice of Customers ； Six Sigma ； Critical to Quality tree

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