The Impact of Manufacturing Flexibility on Customer Satisfaction－An Empirical Study on Precision Mold & Die Industry in Taiwan

• Main Authors: Jen-Hao Liang, 梁仁豪
• Other Authors: 劉燦樑
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/19581030751264833792

碩士 === 淡江大學 === 國際貿易學系國際企業學碩士班 === 93 === For Precision Die Casting Industry in Taiwan, the fast and dramatic changes in competition, technology innovation, and customer expectations are creating an increasingly uncertain environment. Manufacturers are seeking to enhance flexibility across the value chain as a strategy to treat the changing surroundings. Manufacturing flexibility, a critical dimension of value chain flexibility, is the ability to produce a variety of products in the quantities that customers demand while maintaining high performance. It is strategically important for enhancing competitive position and winning customer orders. This research organizes literature on manufacturing flexibility and classifies it according to competence and capability theory. It describes a framework to explore the relationships among flexible competence (machine, labor, material handling, and routing flexibilities), flexible capability (volume flexibility and mix flexibility), and customer satisfaction. The valid and reliable instruments and the structural equation modeling were designed to measure the sub-dimensions of manufacturing flexibility and to test a large-scale sample (n=373). The results indicate strong, positive, and direct relationship between flexible manufacturing competence and flexible manufacturing capability. Flexible manufacturing capability has strong, positive, and direct relationship with customer satisfaction.