鋁合金壓鑄業施行品質認證之績效分析 -以 T公司為例

A Study on Aluminum Die Casting quality certification – An Investigation on T Company

許明絜(MingChieh Hsu)

指導教授 ： 鄭雅穗

元智大學/管理學院/管理碩士在職專班/碩士(2012年)

摘要

在經營環境面臨愈來愈大競爭考驗之際，企業須注重企業活動基礎運作過程與制度，以提昇其競爭力，其中ISO/TS 16949 品質系統是以流程導向為依歸的一套嚴謹制度。然而在導入及推動ISO/TS 16949 品質系統，若缺乏結合企業願景及策略的流程管理系統，組織將可能無法呈現完整的連結體系。企業在建置此品質系統時，一般只是依據系統條款的要求事項進行流程規劃，忽略了企業本身原有的運作活動，反而造成系統要求內容事項無法緊密的與組織的活動融入，因而無法有效發揮其真正的效益。
有鑑於此，本研究採以個案施行品質認證導入ISO/TS 16949 品質系統流程規劃及績效評估，探討分析企業的願景結合策略方向，規劃出適合個案的作業流程，並於鑑
別顧客關鍵流程(COP)、支援流程(SP)、管理流程(MP)流程時，採以企業既有作業流程為主，ISO/TS 16949 品質系統條款為輔的模式，建立適切的品質系統作業流程，並於流程規劃完成後，進行流程關鍵績效指標(KPI)的訂定，檢視流程運作的成效，奠定企業穩固的作業流程基礎。藉由探討研究個案的過程，分析出施行品質認證結合流程規劃與績效管理產出之KPI值，審視企業原有品質管理系統的體質，改善品質管理系統的效益，以符合顧客需求來強化顧客的滿意度，提昇企業永續經營之根基。

關鍵字

流 ； 程 ； ISO/TS 6949 品質系統 ； 顧客關鍵流 ； 程COP ； 支援流 ； 程SP ； 管理

並列摘要

When enterprises face growing challenge on competition, they must focus on basic operational process of business activity and institution to promote the ability of competitiveness, and ISO/TS 16949 quality system is such a process-oriented and rigorous institution. However, if enterprise implements ISO/16949 without combining corporate vision and tactics, the comprehensive linking system would not be presented by organization. Enterprises often ignore the original operational activities and just regulate the process according to the demand of system clause to construct this quality system. Therefore, the efficiency of quality system could not be achieved because these items of system request cannot link with organizations’ activities closely.
For this reason, this research focused on examining and analyzing that enterprise combined corporate vision as well as tactics and distinguished customer oriented performance (COP), support process (SP) and management process (MP) by taking the original working process as a main part and ISO/16949 quality system clauses as support to regulate the proper operational process, and then the organization built key performance index of process (KPI) to verify the efficiency of process operation. A case which implemented and regulated ISO/16949 quality system process as well as performance evaluation was taken as an example for the research, and the purpose of research was trying to analyze KPI which came from quality certification and process regulation and examine the original quality management system of enterprise to improve the performance of quality management system, strengthen the satisfaction of customers by meeting demands and promote the foundation of sustainable business management.

並列關鍵字

Process ； ISO/TS 16949 Quality System ； Customer Oriented Process ； Support Process ； Management Process ； Key Performance Index

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