六標準差的管理方法,是一個由客戶品質、科學方法、團隊運作等結合而成的三角關係,藉由不斷的檢視與改進這樣的觀念,而產生最少變異的、成本最低的作業流程,進而提升公司的競爭優勢。自從摩托羅拉(Motorola)通訊部門在1987年開始實施六標準差品質改善方法後,營收的成長與成本的下降均十分顯著,進而帶動了其它國際知名大廠的群起效尤。例如奇異(GE)、漢威聯合(Honeywell);國內企業也在1999年開始,陸續導入。有鑒於此改善方法與邏輯,對於產品品質控管的成效卓越亦可對於作業流程進行改善以提升企業競爭力,本研究將以六標準差品質改善方法-DMAIC,進行資訊部門報修服務效率改善專案並產生改善方案 - eHelp-Desk System。而在系統導入後,預期每件報修服務等待時間將由平均131分鐘縮短為71分鐘,Sigma Level由0.84提升至2.07,並得到實質財務績效(Hard Saving)NT$1,942,560/年以及潛在財務績效(Potential Saving)NT$26,856/月。
6 Sigma is a "Triangle Relationship" combine Customer quality, Science manners and Team work. By using the concept of continually survey and impoving, the least variables and the lowest cost procedures were produced. And then, the strength of compnay moves up. Since 1987, 6 Sigma had been implanted into the Communication Dept. of Motorola, the revenue increased and the cost decreased obviously after they done so. Lots of internationl company follows the example of Motorola, such as GE and Honeywell; Since 1999, the way of 6 Sigma had been leaded-in Taiwan. After what had happened to these companies, company copmetitiveness was raised by the excellence of quality management and procedure improvement. This research is base on six sigma mothology - DMAIC to implement the project related issues for improving the efficiency of IT help-desk service and advance the solution - eHelp-Desk System . We expect these improvement that the average service time will be reduced from 168 to 91 minutes; the sigma level will be raised from 0.84 to 2.07 and got the hard saving NT$1,942,560 per year、potential saving NT$26,856 per month.