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http://ir.lib.ncut.edu.tw/handle/987654321/2853
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| 題名: | Promoting Customer Satisfactions by Applying Six Sigma Example of Automobile Industry Process |
| 作者: | Chen, S.C.;Chen, K.S.;Hsia, T.C. |
| 日期: | 2005-10 |
| 上傳時間: | 2009-08-20 12:44:19 (UTC+8) |
| 摘要: | Presently the automobile industry in Taiwan is in the
product maturity stage. The market is saturated while
the market scale has remained unchanged. A set of
effective quality control performance and improvement
models needs to be established. By initiating a mechanism
of low cost and high processing speeds, an
improved competitiveness will develop in this highly competitive,
highly demanding, and constantly changing
environment. This, in turn, will create a product of high
customer satisfaction, which is needed for the industry to
survive. The major focus of previous papers has been on
the evaluation and improvement of manufacturer’s
quality with little or no emphasis on customer-related
qualities, such as design, manufacturing, service, and
customer satisfaction.
Following the design, measure, analyze, improve, and
control (DMAIC) model of Six Sigma (George 2002)
and using the automobile industry as a case study, the
authors “measure” the performance of the customer’s
requirement. They do this by creating a questionnaire
and “analyzing” the performance of the product quality
mechanism. This is then transferred to a related product
specification. Next, they use key elements found
in the quality process, performed by related sectors, as
a countermeasure for planning and “improvement.”
Finally, they equip management with a complete model
of evaluation and improvement to help define, measure,
analyze, improve, and control the product quality
mechanism quickly and effectively. Thus, a better customer
satisfaction and business profit can be achieved
by creating a perfect product quality and service value
through a timely and effective promotion of product
design, manufacturing, and service quality. |
| 關聯: | Quality Management Journal, 12(4), 21-33 |
| 顯示於類別: | [工業工程與管理系(所)] 【工業工程與管理系所】期刊論文
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