以顧客聲音VOC與COPQ分析於界定企業核心流程之研究

A Study of Enterprises' Defining Critical Process Using Analyses of Voice-of-Customer and Cost-of-Poor-Quality

陳啓政(Chee-Cheng Chen) ； 林敬堯(Ching-Yao Lin) ； 黃明弘(Ming-Hon Hwang)

《致遠資管學刊》 2卷1期 (2008/07) Pp. 17-35

https://doi.org/10.6598/IMD.2008.2(1).2

摘要

本研究期望運用福特8D問題解決方法分析顧客抱怨(Customer Complaints)事件，以此爲基礎建構顧客聲音(Voice of Customer, VOC)，並結合以不良品質成本(Cost of Poor Quality, COPQ)衡量每一事件所引發企業成本之嚴重度予以「金額化」，將之累計於造成事件真因部門或流程，以界定企業特定期間內之核心流程。以進度控管、組織團隊著稱之福特8D方法，可以確保問題的隔離及真正的解決，福特8D團隊導向問題解決法(Team-Oriented Problem Solving Discipline)，近年來廣爲極度要求改善時效性的高科技產業引用。
「顧客聲音」對企業來說不只是數據或點綴，而是企業欲意永續經營的指標。然而一般企業資源有限，顧客需求必須被滿足，因此尋找出一企業核心流程並專注投入在其中，必能達到事半功倍的效果。故本研究嘗試將VOC結合COPQ兩者分析於界定企業核心流程，以提供未來業界運作模式之參考及推廣運用，增加其實用價值。

關鍵字

福特8D ； 顧客聲音 ； 顧客抱怨 ； 品質成本 ； 企業核心流程

並列摘要

This research expects to apply Ford 8D problem solving method to analyze customer complaint events. Based on this to construct the voice of customer (VOC) combining cost of poor quality (COPQ) analysis to measure the caused cost/loss of business through transforming the severity of event into a common measurement language-money which is accumulated to the source of root cause, a department or process so as to define the critical process in a specific period. Ford 8D problem solution (Team-Oriented Problem Solving Discipline) is a well-known method on progress control and organizing team that can ensure isolating and solving problems, widely adapted by high-tech industries in recent years.
”Voice of customer” is an index of enterprise's long-term sustaining rather than a data or slogan. Enterprise shall do everything to meet customer requirements with limited resources. So to find out a critical process and concentrate on it in order to yield satisfactory results with less effort is expected. This study tries to develop a mechanism of defining critical process using analyses of voice of customer and cost of poor quality that can be provided for enterprises' reference in practice or application.

並列關鍵字

Ford 8D ； Voice of customer ； Customer complaint ； Cost of poor quality ； Business critical process