評選供應商是一項頗為艱鉅的工作,其評選項目的廣泛性及各評選項目之間的重要程度均是考量重點。然而無論是在學界或產業界在建立供應商評選模式時,較少著墨於顧客的滿意度;從實務面而言,實在有所缺憾,這也是本研究之主要研究動機。 本研究以實務案例發展一套顧客滿意導向之供應商評選模式,在建立此模式時,首先調查及瞭解顧客對企業各構面的滿意程度,再以品質機能展開法評估顧客滿意度構面及供應商評選指標之間的重要度關係,並結合模糊德菲法與模糊層級分析法之篩選與計算,以品質機能展開法為第一層權重,模糊層級分析法為第二層權重,層級串連後得到供應商評選之指標細項權重,權重以顧客滿意度為考量,不斷循環進行顧客滿意度改善及調整評選權重。 為驗證所發展之顧客滿意導向評選模式的優劣,本研究利用個案公司之十一家機構零件供應商歷史績效資料與實地供應商評鑑結果進行相關性分析。同時本研究比較了本研究評選模式、個案公司現行評選模式、陳曉琪評選模式及AHP評選模式等四種模式,結果顯示本研究之評選模式在供應商績效與評選結果之相關性最高。
Selecting qualified suppliers is an extremely tough task; the key considerations are how to choose the selection factors and how to determine their importance among one another. However, most selection models used in industries and developed in the literature seldom consider customer satisfaction. From the point of view of practice, it is not sufficient. It is also the motivation of this study. The research is based on practical cases and develops a customer satisfaction oriented supplier selection model. In the beginning of developing the model, we need to investigate where the customer are not satisfied. Secondly, we pass down customer’s concerns and perform the quality function development (QFD) method with the fuzzy Delphi method and the fuzzy analytic hierarchy process (fuzzy AHP) method. Finally, we could obtain selection factors and their weights for qualifying suppliers. In order to prove the customer satisfaction model developed in this study, we apply the model to eleven suppliers of a chosen manufacturing company with practical data, including historical performance data of these suppliers. Meanwhile, this study performs a comparison with another three methods: the current model used in the manufacturing company, the TOPSIS selection model, and the AHP selection model. The result shows that the customer satisfaction model has the best correlation with the current suppliers’ performance.