訂單允諾是需求滿足流程的核心,執行訂單允諾即是決定達交日。在執行訂單允諾程序的時效及正確性對從事作業的人員是一項非常重要且負荷度極高工作;其正確性與時效,將對企業本身造成一定程度的傷害,因訂單允諾的績效表現,會直接影響屬於訂單式生產企業的訂單多寡。為此,企業無不想方設法改善訂單允諾之績效。 本研究將屬於訂單式生產型態的IC載板廠作為研究標的,以精實管理的手法,以顧客需求為改善方向、明確訂定改善目標、透過成立與此項業務有關的跨部門專案小組,以價值流解析現有作業流程,使用刪除、合併、重組與簡化手法希冀能夠改善訂單允諾的績效。 本研究結果證實,經由精實管理手法改善訂單允諾程序後可符合顧客的期望,亦可提高作業同仁的正確率與兼顧優先服務重要或策略顧客的目的。 關鍵詞:訂單允諾、精實管理、訂單式生產
Order promise starts with calculating delivery schedule and is one of the critical processes to meet customer requirement. The efficiency and accuracy in carrying out the process are key performance indexes that will affect customer satisfaction, future orders to MTO (Made-To-Order) enterprises, and productivity and workload of employees. Therefore, the excellence of these order promise KPIs (Key Performance Indexes) is pursued constantly by any enterprise attempting to improve customer service level. This study intends to improve the above mentioned KPIs(Key Performance Indexes) of IC Carrier manufacturers through applying LEAN Production methodologies which include: interpreting customer requirement, setting goals and objectives, developing cross functional task forces, conducting value chain analysis, and practicing ECRS(Erase, Combine, Rearrange, Simplified) methods. This study verified that the LEAN practices are effective in improving order promise KPIs and therefore achieving customer expectation, and are helpful in meeting the objectives in both accuracy and customer service level. Key words: Order Promise, LEAN Production, MTO