Developing an Approach for Service Quality Improvement by Integrating Lean and Six Sigma

整合精實與六標準差以發展改善服務品質的方法

張哲明(Che-Ming Chang)

《明新學報》 34卷2期 (2008/08) Pp. 161-181

https://doi.org/10.29688/MHJ.200808.0012

摘要

目前服務產業已經在全球迅速地茁壯發展中，而且提供顧客高水準的服務品質已成為企業經營成功的關鍵要素之一。然而，服務流程通常因作業速度緩慢而造成服務品質不佳，另一方面服務品質本身也具有變異性的特質。根據文獻資料的研究結果顯示，上述這些問題有可能藉由結合精實與六標準差這兩種具有互補性效益的當代最新品質管理方法以獲得解決。因此本篇論文的目的為發展一套服務業獨特的精實六標準差方法論，以應用於服務品質的改善。此外本文也敘述一個專利申請服務的實證案例，以檢驗本研究所發展的這一套方法論的實際效益。

關鍵字

服務品質 ； 精實 ； 六標準差 ； 精實六標準差 ； 專利申請服務

並列摘要

Today, the service sector has been rapidly growing around the world, and providing customers with high level of service quality is among the key factors for achieving business success. However, service processes are usually slow processes which are prone to poor quality, and service quality has the inherent characteristic of heterogeneity. Based on a literature study, it reveals that these issues could be addressed by combining the complementary advantages of Lean and Six Sigma, two latest quality initiatives in the modern quality management field. Therefore, this paper aims at developing and applying a unique Lean Six Sigma methodology in a service quality improvement endeavor. In addition, an empirical case study of patent filing service is utilized to examine the effectiveness of the methodology developed in this research.

並列關鍵字

Service quality ； Lean ； Six Sigma ； Lean Six Sigma ； Patent filing service

參考文獻

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