勤益科大機構典藏:Item 987654321/2853
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    题名: 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
    上传时间: 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
    显示于类别:[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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