Defining Industrial Targets of Critical Improvement by Fuzzy Relative Quality Performance Matrix

• Main Authors: Chi-Ming Su, 蘇啟銘
• Other Authors: Jann-Pygn Chen
• Format: Others
• Language: zh-TW
• Published: 2004
• Online Access: http://ndltd.ncl.edu.tw/handle/03003094085292604540

碩士 === 國立勤益技術學院 === 工業工程與管理系 === 92 === Six Sigma as a systematic framework for quality improvement and business excellence has been popularized for more than a decade. With its high-profile adoption by companies such as General Electric in the mid 1990s, Six Sigma spread like wild fire toward the end of the 20th century. In this paper, the implementation of Six Sigma is presented, with the vague of proposition of reflecting voice of customer (VOC) at the “Define” step of Six Sigma and definition of critical to quality (CTQ). Thus, the “Fuzzy Relative Quality Performance Matrix” developed in this paper could be more effective and objective when the fuzzy linguistic questionnaire and the relative satisfaction performance index are in alignment with the “Service Quality Performance Matrix” (Y. H. Hung et al., 2003). The pattern raised could be useful to those organizations searching for ways to buoy profitability.