- 學位論文
知識管理與品質管理之整合及應用 以建立面板廠新產品研發之最佳流程
Building Up Optimum Development Procedures for TFT-LCD Manufacturers by the Integration of Knowledge Management and Quality Management
摘要
知識經濟的核心，就是知識的創造和知識的分享，而其根源就是創新。在以知識和創新為企業核心競爭力的21世紀，如何有效累積知識、利用知識創新成為企業延續生命的重點，除了優秀的研發人員素質與精湛的技術能力外，嚴謹的專案規劃、流程管控與團隊合作，才能縮短研發時程，真正發揮創新研發的效能，這當中牽涉到的層面有研發創新和知識的累積傳遞。 此外全面品質管理的概念強調品質應為企業策略的核心，品質管理的最終目的是追求最高客戶維持度的最佳品質，而高品質的産品源自于優良的産品研發，高科技廠商亟須思考新產品開發策略，積極開發新機種、加強行銷。新產品開發流程需要一套兼具效率與品質的管理系統，以縮短新產品之推出時間與確保產品品質，取得市場之競爭優勢。 品質管理和知識管理因應時代背景不同，所強調的重點固然不同；然而兩者都強調全公司由上到下參與，都強調這樣的理念應該成為組織文化的一部份，因此，知識管理與品質管理之整合有其必要性及急迫性，這當中品質至上是一個企業的策略核心，而知識管理則像是一個骨架，支撐著這個品質由心生的理念成形、甚至茁壯，可以說品質至上的管理哲學是軟體，知識管理的應用洽似硬體，二者結合而衍生的最佳化品質管理，是能無限延伸企業生命力的強硬架構。 本研究以某面板廠為例，首先針對品質管理及知識管理二種理論的定義與內涵，比較其共通性，從整合的觀點探討此二理論之應用，其中品質管理部份以新產品研發為討論重點，並特別強調將消費者抱怨列入新產品研發考量之重要性，最後的成果是以知識管理為工具的新產品研發流程，以確保產品品質，達成低成本、優越品質、快速研發之終極目標。 本研究之結論是以面板廠產品的創新與研發流程為例，說明高科技產業應以最高品質為企業策略核心，實踐知識管理，並將其應用從新產品研發開始，而品質的好壞必須考量消費者即最終使用者之抱怨，列入新產品研發之改良對象，以降低品質成本、提昇客戶滿意度、最終即可達到提昇企業獲利之目標。
並列摘要
This study is to suggest the optimum new products development procedures for TFT-LCD factories by the integration of knowledge management and quality management. Knowledge is the key for an enterprise to survive in the current ERA of innovation, especially for a company with high technology products. All technological companies have been working on setting up knowledge management system for the accumulation of created knowledge. Quality is with the same importance as knowledge, as good quality can impose a positive experience to customers and can attract customers to stay loyal towards a product, which generates future sales. Thus, quality links with customer satisfaction and retention and helps the company in the way of high profitability. Good quality can be and should be accomplished by superior design to avoid high quality cost, no matter internal or external. Based on current working model between TFT-LCD factories and monitors manufacturers, the defects occur in end-user side are seldom reported to TFT-LCD factories, rather only the problems happen in monitors assembly line can be noticed by TFT-LCD makers. The phenomena prevent TFT-LCD designers to learn from current problems and to solve the possible similar problems in new products in early stage. High quality cost is the outcome. The defects of TFT-LCD can be categorized into three sources: TFT-LCD sites, Monitors factories, and end-users side. This study suggests that the TFT-LCD makers should not only analyze the defects in TFT-LCD sites and monitors factories. The TFT-LCD makers should also collect the failures from end-users and analyze the failures to find the root causes. The analysis results and its solution should be implemented into new products during design stage. This demand is fulfilled by a lesson-learned database and a development procedure, which forces the designer to review and solve all design issues from customer complaints of old models. A knowledge management system should be built up to enable the collection and statistical analysis of all failure analysis results. This thesis has suggested a lesson-learned model for the whole procedures. The lesson learned database currently only covers design dimension. The next stage is to apply the same approach to better process control and incoming material control. Considering the spirit of Total Quality Control, the concepts of lesson learned and continuous improvement should be finally deployed to whole company and organization from business, design, production to service.