整合衡量概念之TOC問題解決模式研究

A Study on TOC Problem Solving Model Integrating the Measurement Concepts

黃水木(Shui-Mu Huang)

指導教授 ： 王晃三

中原大學/工學院/工業工程研究所/碩士(2006年)

https://doi.org/10.6840/CYCU.2006.00007

摘要

限制理論(TOC)被公認為一套有效解決問題的模式，在企業界廣泛被應用。其優點在於強調常識管理及系統思維，運用簡單的因果邏輯來分析問題，容易讓人理解。然而，在實務運用過程中，TOC也存在一些缺口，例如：欠缺客觀的評選關鍵課題以及關鍵配套措施來優先處理，此外，也缺乏解決問題成效驗證評估的機制。文獻探討在在顯示這些缺口是導因於TOC問題解決模式在運作過程中欠缺一個客觀的衡量機制。因此，本研究選定以建構結合衡量概念的TOC問題解決模式作為研究的重心。
在本研究中，我們首先著重於消除型問題的解決，以傳統的TOC問題解決模式為基礎，將它擴充為目標導向型的問題解決模式，進一步整合衡量的概念，建構一個結合(1)六標準差方案中聚焦於顧客觀點的精神，和(2)關鍵品質特性(CTQ)充份配合整體目標設定衡量指標的概念，並利用(3)網層分析法(ANP)的衡量機制之新的TOC問題解決模式。
在聚焦顧客觀點方面，本研究利用顧客心聲(VOC)的機制，從各利害關係人收集有待解決的問題正面及負面的聲音，其中負面的困擾現象，即是釐清現況尋找核心問題的基礎元素。
在建構衡量指標方面，本研究從顧客聲音的整體聲音出發，利用關鍵品質特性(CTQ)的精神，發展出一組適用於衡量關鍵課題與問題解決成效的衡量指標。
在評估功能方面，本研究利用ANP有系統的透過比例尺度的計算並預測所有準則、目標、方案間精確的內部以及外部關係，以優先順序來做決策分析，客觀的找出關鍵課題、關鍵指標以及關鍵配套措施。
最後，本研究以國內知名內衣公司的問題，做為探索TOC問題解決模式的缺失，以及驗證整合性模式的實證個案。

關鍵字

六標準差 ； 顧客聲音 ； 關鍵品質特性 ； 限制理論 ； 網層分析法

並列摘要

The Theory of Constraints (TOC) has been recognized as a very effective problem solving model, and it is used extensively in the business circles. The strength of TOC lies in its exploiting of common-sense and systematic thinking and employing of cause and effect analysis that it is apt to let people understand. However, TOC is found in practice to have some drawbacks. Namely, there are no objective mechanisms to choose one of key issues and prioritize important actions. Moreover, there are no evaluation mechanisms for effectiveness of problem solving. In essence, these drawbacks originate from the fact that the TOC model lacks an appropriate measurement scheme. Therefore, we choose to reconstruct a new problem solving model incorporating with the measurement concepts.
In this study, we firstly focus on building a goal-oriented TOC Problem Solving Model ,(1) incorporating customers’ focus point of views as seen in the Six Sigma methond,(2) the corporate goal linkage approach of CTQ in development of performance measurements, and also (3) the measurement mechanisms as proposed by the Analytic Network Process.
As to customer-driven, we made use of common tools to collect the Voice of Customers, i.e. the positive and negative perceptions of the problem in concern. The negative voices or undesirable effects serve as the basis of further problem analysis.
As to the measurement aspect, we set out from the whole voices of customers and developed a set of performance measurements to choose the key problem and of so the key solution set, by employing the Critical to Quality concept.
As to the evaluation aspect, we employed ANP as the vehicle for systematic calculation of weights in ratio scale, for use in prediction of the internal and external relationship among the criteria, goals, and schemes. Priority is thus assigned for decision making in finding out the key problem, key measurement indexes and also the key solution set.
Throughout the study, it is employed for a famous underwear company as the case study to explore management problems and the drawbacks of the TOC model ; and we also validated the integrated TOC model.

並列關鍵字

Analytic Network Process(ANP) ； Critical to Quality (CTQ) ； Theory of Constraints(TOC) ； Six Sigma ； Voice of Customers(VOC)

參考文獻

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