應用QFD與TRIZ於傳統企業之經營策略評估─以某化學公司為例

Applying QFD and TRIZ to the Assessment of Business Strategic Planning – A Case Study on a Chemical Company

麥錦豪(Mai, Chin Hao)

指導教授 ： 吳建瑋

國立清華大學/工學院/工業工程與工程管理學系碩士在職專班/碩士(2015年)

摘要

在日益競爭的全球化經濟下，台灣的電子產業面臨嚴苛的挑戰，當產業漸趨成熟時，利潤被大量壓縮，各階段廠商將面對更大壓力。因此若能掌握市場趨勢和發掘顧客的需求，將能有效運用資金以進行較有效益的改善，創造更多的商業機會和利益。從經營面策略來看，許多的決策往往來自於經驗和對產業脈動的了解，固然過往經驗可帶來些許的成功判斷，但因競爭激烈，錯誤決策導致的失敗成本將會帶來難以計數的商業損失和落後競爭對手的代價，這是成熟產業廠商所需面臨的課題。
　　品質機能展開（Quality Function Deployment，QFD）是將顧客需求轉換成公司內部規格的工具，而萃智理論（Theory of Inventive Problem Solving, TRIZ）是一套系統性的創新研發方法，結合這兩項技術，將能使公司發展符合顧客需求，進而提升市場競爭力。
　　本研究將整合上述手法，以台灣的某家傳統高精密化學材料公司為例，參考公司營運之歷史客觀證據並以問卷方式蒐集公司管理階層主管意見，利用QFD將顧客需求轉換成經營決策項目，並結合TRIZ大師Darrell Mann的商業參數矛盾矩陣，以處理符合顧客需求的經營決策項目之相互影響。本研究貢獻除製作商業參數矩陣比對表，使查表更加快速簡便外，經實務專案驗證，依研究而得的發明原則所發想之經營決策方向，符合業界趨勢和顧客要求，避免決策誤差，並經客戶回饋頗受好評，可增進顧客關係和公司體質。期待企業領導者藉由本研究結果之流程步驟提供決策方向參考，配合各企業領域之專業知識，以茲企業於營運策略決策之依據。

關鍵字

品質機能展開 ； 品質屋 ； 萃智 ； 矛盾矩陣

並列摘要

Under the increasingly competitive global economics, the electronic industry in Taiwan are facing even more difficult challenges. As an industry grows mature, the profit will be largely compressed, and companies in each stage will be under growing pressure. Therefore, being able to grasp the market trends and discover customers' needs can make utilizing funds effectively possible for more beneficial improvements. As far as corporate strategy is concerned, many decisions are often made based on experiences and the understanding of the industry dynamics. Although past experiences can help in making some judgments that lead to success, the cost of failure result from wrong decisions due to severe competition can cause immeasurable business loss and falling behind the competition. That is an issue a mature company has to face.
　　Quality Function Deployment, or QFD, is a tool that transforms customers' needs into the company's internal standards. Theory of Inventive Problem Solving, or TRIZ, on the other hand, is an innovative and systematic way of research and development. By combining these two techniques, a company can grow well-suited for customers' needs, and have better market competitiveness.
　　Therefore, this research will integrate the techniques described above by, taking a certain conventional high precision chemical material company based in Taiwan for example, collecting the objective evidences of the company's past operations, collecting opinions of the company's managerial staff with questionnaires, using QFD to transform customer's needs into operating decision items, and combining the parameters from TRIZ master Darrell Mann's business matrix to discover operating decision items that match the customers' needs. This research contributes by making the business parameter matrix comparison charts to make inquiring the charts faster and simpler. The direction of operating decisions, verified by practical projects and inspired by inventive principles from researches, matches the industry trends and customers' needs and therefore reduces a company's loss and increases its profits, and receives positive comments when under customers' inspections. That improves the relations with customers and the overall shape of the company. I expect that company leaders can use procedures from this research for references, and combine it with professional knowledge of various industry domains as the basis of operating strategy decision making.

並列關鍵字

Quality Function Deployment ； Quality House ； TRIZ ； Contradiction Matrix

參考文獻

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