以顧客聲音VOC與COPQ分析於界定企業核心流程之研究

A Study of How Enterprises Define Critical Processes using the Voice-of-Customer and Cost-of-Poor-Quality Analysis

林敬堯(Ching-Yao Lin)

指導教授 ： 陳啟政

國立屏東科技大學/管理學院/企業管理系所/碩士(2008年)

https://doi.org/10.6346/NPUST.2008.00094

摘要

本研究期望運用福特8D問題解決方法分析顧客抱怨(Customer Complaints)事件，以此為基礎建構顧客聲音(Voice of Customer, VOC)，並結合以不良品質成本(Cost of Poor Quality, COPQ) 衡量每一事件所引發企業成本之嚴重度予以「金額化」，將之累計於造成事件真因部門或流程，以界定企業特定期間內之核心流程。以進度控管、組織團隊著稱之福特8D方法，可以確保問題的隔離及真正的解決，福特8D團隊導向問題解決法(Team– Oriented Problem Solving Discipline)，近年來廣為極度要求改善時效性的高科技產業引用。
「顧客聲音」對企業來說不只是數據或點綴，而是企業欲意永續經營的指標。然而一般企業資源有限，顧客需求必須被滿足，因此尋找出一企業核心流程並專注投入在其中，必能達到事半功倍的效果。故本研究嘗試將VOC結合COPQ兩者分析於界定企業核心流程，以提供未來業界運作模式之參考及推廣運用，增加其實用價值。

關鍵字

福特8D ； 顧客聲音 ； 顧客抱怨 ； 品質成本 ； 企業核心流程

並列摘要

This research applies the Ford 8D problem solving method to analyze customer complaint events. The voice of the customer (VOC) combined with the cost of poor quality (COPQ) analysis are used to measure the cost/loss to business through transforming the event severity into a common measurement language – money, which is accumulated to the root cause source, (a department or process) to define the critical causal process within a specific period. The Ford 8D problem solution (Team-Oriented Problem Solving Discipline) methods is a well-known process control and organizational team method that ensures isolating and solving problems. This method has been widely adopted in high-technology industries.
The “Voice of customer” is an index of an enterprise’s long-term customer relationship rather than a data paradigm or slogan. An enterprise shall do everything to meet customer requirements with limited resources. Identifying a critical process and concentrating on it to yield satisfactory results with less effort is expected. This study attempts to develop a mechanism for defining critical processes using voice of the customer and cost of poor quality analyses that can be provided as an enterprise reference in practice.

並列關鍵字

Ford 8D ； Voice of customer ； Customer complaint ； Cost of poor quality ； Business critical process

參考文獻

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