| Summary: | 碩士 === 開南大學 === 企業與創業管理學系 === 97 === Abstract
The reliance on global outsourcing is becoming heavier and heavier, thus the requirements for identical or similar quality system become necessary for enterprises. Since the popularization of quality systems such as ISO9001: 2000 and TS16949, such systems which focus on the process performance indices have been the major management model for product quality. The purpose of this research is to develop a performance evaluation model for the quality systems in order to evaluate the quality performance of the enterprises to be the reference standard and benchmark of internal and external quality management.
This research conducted an extensive review of related literature by adopting the four major aspects of the balance scorecards (BSC), and tried to figure out the performance indices that were related to the manufacturing industry. Then, the fuzzy Delphi method (FDM) was employed to explore the key performance indices (KPIs) of the quality system, and further to define the influence among the four aspects by utilizing the decision making trial and evaluation laboratory (DEMATEL). Finally, the analytical network process (ANP) was performed to analyze the relative weights of the indices. In practice, we intended to make ranking orders among cases by the experimental analysis of the Vlsekriterijumska Optimizacija Kompromisno Resenje (VIKOR). The conclusion of the research result is summarized as below:
1. The result from the casual relation analysis of DEMATEL revealed that the influence of feedback itself could be revealed from the aspect of “Internal Process” and “Customer”. “Customer Aspect” is the key central aspect (the value of D+R is the highest), and the “Internal Process Aspect” is the second. Such result is the same as the “Customer-Oriented” and “Process-Oriented” of TS16949, 2002, while the “Internal Process Aspect” exerts the greatest influence. It also demonstrated the feasibility for the evaluation of the process performance of the quality system.
2. The result of the relative weight of performance evaluation indices revealed that “Customer Aspect” plays the most important role in the performance evaluation, while “Internal Process Aspect” the next, and “Finance Aspect” the third. In addition, there were five evaluation indices that were considered most significant: customer service, customer satisfaction, frequency of customer’s complaints, the speed of product delivery to the market, and the reduction in product return rates.
3. The evaluation result of combining the relative weights of ANP and VIKOR revealed that Case B had the best product quality, and Case A and C the next.
4. The evaluation result from VIKOR revealed that the worse performance indexes of Case A were in its customer service, the frequency of customer’s complaints, and the speed of product delivery. For Case B and Case C performed badly in its customer service, the customer satisfication, and the speed of product delivery.
Keywords: Quality System, Balanced Scorecard (BSC), Fuzzy Delphi Method (FDM), Decision Making Trial and Evaluation Laboratory (DEMATEL), Analytic Network Process (ANP), Vlsekriterijumska Optimizacija Kompromisno Resenje (VIKOR).
|
|---|
