國軍自動化系統委外廠商服務品質與改善模式之研究-以空軍某聯隊為例

「國軍自動化系統」屬高科技作戰支援任務資訊系統，在系統維護上需有相關專業人員，但因國軍近年來組織變革，從「精實案」、「精進案」至今的「精粹案」，在劇烈的人力變動下，使修護及操作人力大量的減少，肇致各項戰備演訓任務皆無法負擔及支撐。因此，國軍勢必需將裝備維修護能量，與民間力量結合以發展新一代自主國防的作法，俾維各項裝備之妥善。鑑於委外廠商無法掌握國軍所需服務品質之方向，且國軍亦無法個別瞭解委外廠商之服務品質，故本研究針對相關問題來建立服務品質評估的模式，並根據Parasuraman, Zeithaml及Berry發表之 SERVQUAL量表及以分析層級程序法(Analytic Hierarchy Process, AHP)，藉由訪談單位主管及參考文獻建立AHP模式架構，並依權重問卷取得各項權重，以供廠商瞭解國軍維修需求方向，以提升所需修護及服務品質。另依服務品質問卷之調查意見，評估各廠商在各指標之服務品質表現，選擇其中表現最差的廠商配合新、舊品管手法(系統圖、直方圖、特性要因圖、親和圖及矩陣圖)進行分析，藉由分析結果，最後提出改善指標清單及改善建議檢核表，以供各單位參考管制。

關鍵字

服務品質；品質管理；層級分析法

並列摘要

Armed Forces Automatic System is a high technology combat support mission information system, which requires highly professional technicians in maintenance and repair. However, Ministry of National Defense (MND) experiences great changes in organization; significant cut down in manpower cause maintenance and operate personnel reduce greatly, which effects combat capability and efficiency. Therefore, MND must combine civilian capacity in equipment maintenance and repair, in order to develop self-directed defense for our country and maintain combat readiness. In view of service quality, the outsourcers fail to grasp the military direction in terms of required service quality; similarly, the military also fails to understand the outsourcers’ service quality. This study aims at the problem to establish the model for service quality assessment and improvement of outsource maintenance based on SERVQUAL model by Parasuraman, Zeithaml and Berry and Analytic Hierarchy Process (AHP). The AHP model is developed based on face-to-face interviews and literatures. Every weight in the model is obtained in accordance with the questionnaires of weight. Such the information is to provide outsourcers to understand the military’s service requirements and to enhance their service quality. And then the questionnaires of service quality have been used to assess service quality performance of the outsourcers. The outsourcers with the worst score are selected to analyze their quality problems by using the quality control methods (end-means, histograms, causes & effects chart, affinity diagram and matrix diagram). In accordance with the results of the analysis, give directions to the outsourcer to improve their service quality performance.