從顧客觀點探討飛彈修護工場後勤支援服務品質之研究

國軍飛彈修護目前遭遇顧客意識抬頭、服務品質要求逐年提昇、武器系統老化、人數精簡等多重嚴峻考驗，如何同時兼顧及維持良好的後勤支援服務品質，已成為飛彈保修幹部最大挑戰。鑑此，本研究經由文獻回顧與專家訪談，實證探討飛彈系統後勤支援服務品質之缺口，最後運用品質機能展開，找出飛彈修護工場有待改進之品質技術項目。研究結果顯示：(1)顧客之服務品質期望水準與認知水準之間仍具有顯著差異，表示飛彈修護工場整體服務品質尚無法符合顧客的期望。(2)顧客對於飛彈修護服務品質重視程度之主、客觀認知差異甚大。(3)飛彈修護工場前3項重要品質技術改善項目，分別為「品質管制」、「教育訓練」、「工令派工」。

關鍵字

後勤支援；服務品質；品質機能展開

並列摘要

The ROC Military Missile Maintenance is currently encountering some challenges including customers' raising awareness, increased service quality requirements, the aging of weapon system, and organization downsizing. How to maintain logistics support service quality has become one of the greatest challenges for missile maintenance personnel. In views of the above consideration, this paper aims to examine the service quality gap regarding missile system logistics support by surveying relevant literature and conducting experts' interviews. By utilizing Quality Function Deployment (QFD), the quality technique items to be improved by missile maintenance factory are identified.The research results show that (1) For customer service quality, there is significant variance between service quality expectation level and awareness level. This indicates that the overall service quality of missiles maintenance factory does not satisfy the customers' expectation. (2) In terms of customers' views on missile maintenance service quality, the importance level between subjective and objective awareness has significant differences. (3) The top 3 critical quality technique improvement items for missile maintenance factory are identified sequentially as quality control, education and training, as well as work order assignment.

並列關鍵字

Logistics Support ； Service Quality ； Quality Function Deployment

國際替代計量

從顧客觀點探討飛彈修護工場後勤支援服務品質之研究

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