從整合8D與TRIZ探討系統化品質改善流程-以硬碟製造為例

Integrating 8D and TRIZ for quality improvement process- a case study on HDD components

王靜怡(Ching-I Wang)

指導教授 ： 曾仁杰

國立交通大學/工學院/工學院工程技術與管理學程/碩士(2014年)

https://doi.org/10.6842/NCTU.2014.00555

摘要

隨著消費者意識高漲，持續提升品質是不可避免的，但是當供應者提供的產品或服務因發生品質異常而造成客訴，不僅影響企業形象，同時，對於企業而言難以有個系統化的改善方向可以依循。因此，設計一個流程，讓企業在發生品質問題時，能快速找到問題的真正原因與改善方向是本研究的主題。

本研究先將客戶對品質的要求，清楚定義後，再針對8D與TRIZ常用的工具，進行探討。接著，以8D的流程為主架構，加入TRIZ的衝突矩陣和40發明創新解；將二者整合，建構一新的流程。該流程運用的方式為，定義問題後，於流程內選擇各項屬性，透過系統化引導的方式，讓任何8D流程操作人員能針對品質異常問題，提出客觀的改善方向，避免加入過多人為主觀的經驗判斷。最後，本研究根據實際演練與投入的案例分析，提出結論。

關鍵字

8D ； 8-D ； G8D ； Global 8D ； TRIZ ； 客訴 ； 品質改善

並列摘要

Along with the rising of consumers’ demands, it is obvious that an organization needs to keep improving its quality. However, when the products or services provided by an organi-zation has any quality issue occurred, the complaint occurs, which not only affects an organi-zation’s image, but also becomes hard to an organization to have a structural or a systematic direction to improve quality or to amend the complaints. Therefore, to design a flow which is able to lead an organization find root causes of the problem and directions to improve quickly and precisely when quality issues happened is the subject of this study.

This study will define a customer’s requirements on quality and further discuss common tools used in Global 8D and TRIZ. Then, use the Global 8D’s flow as a main structure and integrate TRIZ’s contradiction matrix and 40 inventive principles into the Global 8D’s flow and construct an integrated 8D flow. The integrated 8D flow is to define the problem and to choose any needed attributes, and has a systematic directing, in which any 8D operator is able to provide improvement solutions for the quality issues. And this special designed system will avoid adding too many subjective experience appraisals. At last, this study will make an analysis and come to a conclusion based on actual cases studies.

並列關鍵字

8D ； 8-D ； G8D ； Global 8D ； TRIZ ； customer complaints ； quality improvement

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