結合精實六標準差與品質管理系統(ISO 9001:2015)

顧客滿意度是為衡量組織或企業績效的指標之一，用於衡量企業提供的服務或產品符合顧客預期的程度，在ISO 9001:2015的基礎上，品質管理系統以增強顧客滿意度為目的，ISO 9001:2015主要增訂內容為改善標準，但該篇章並未詳細解釋如何去實行改善，精實六標準差將協助品質管理系統來改善之實行方法。本研究將整合服務精實六標準差(LS3)以及ISO 9001:2015建構一實行模式及引導守則，目標於精實六標準差計畫生命週期階段，從IOS 9001的條款需求角度，建構前期鑑別模式至後期項目間改善的聯結，在使用章程中，僅服務精實六標準差被用於設計規章中，其他部分精實生產工具應將在相關服務工業中使用並制定相關章程

關鍵字

顧客滿意度服；務精實六標準； IOS 90001:2015 ；章程手冊

並列摘要

Customer satisfaction is one of performance indicator of an organization/ company. It measures how product/ services meet the customer expectation. Quality Management System based on ISO 9001:2015 enhance customer satisfaction. ISO 9001:2015 principle is improvement, but not provided detailed explanation how to implement the improvement. Lean Six Sigma support QMS how-to information to implement the improvement. This research proposed a model and guideline to Integrate Lean Six Sigma for Service (LS3) with ISO 9001:2015. The proposed model establishes linkages between the life cycle stage of lean six sigma project, from its early identification to the post-project phase, with the clauses of requirements contained in the ISO 9001standard. In the proposed guidelines, only LS3 tools that used in the guideline. Other Lean Six Sigma tools should be used in the guideline as long as it is relevant with the service industry.

並列關鍵字

customer satisfaction ； LS3 ； ISO 9001:2015 ； guidelines

參考文獻

Adina-Petruţa, P., & Roxana, S. (2014). Integrating Six Sigma with Quality Management Systems for the Development and Continuous Improvement of Higher Education Institutions. Procedia - Social and Behavioral Sciences, 143, 643-648. doi: 10.1016/j.sbspro.2014.07.456

Andrés-López, E., González-Requena, I., & Sanz-Lobera, A. (2015). Lean Service: Reassessment of Lean Manufacturing for Service Activities. Procedia Engineering, 132, 23-30. doi: 10.1016/j.proeng.2015.12.463

Antony, J., Rodgers, B., & Gijo, E. V. (2016). Can Lean Six Sigma make UK public sector organisations more efficient and effective? International Journal of Productivity and Performance Management, 65(7), 995-1002. doi: 10.1108/ijppm-03-2016-0069

Arnheiter, E. D., & Maleyeff, J. (2005). The integration of lean management and Six Sigma. The TQM Magazine, 17(1), 5-18. doi: 10.1108/09544780510573020

Banuelas Coronado, R., & Antony, J. (2002). Critical success factors for the successful implementation of six sigma projects in organisations. The TQM Magazine, 14(2), 92-99. doi: 10.1108/09544780210416702

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結合精實六標準差與品質管理系統(ISO 9001:2015)

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