The Study on Integrating Service Quality Management with Balanced Scorecard for Improving TFT-LCD Production Performance

• Main Authors: Huang-Hung Shaw, 蕭黃鴻
• Other Authors: 王瑞德
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/86258357210878658012

碩士 === 國立中興大學 === 高階經理人碩士在職專班 === 99 === With the swift developing era of TFT-LCD industry from 1996 to 2010, the glass size has evolved from 3.5 to 8.5 in generations. Meanwhile, the glass weight in the production transmission process has increased from 50 kg to 1,300 kg in fast pace. In this transition, Automated Material Handling System (AMHS) in the plant has played a very key role. While the design flexibility of handling system experienced the changes from large to small scale, the professional of production transmission process has also become toward specialized. With that, having the fully corporation among the automation department, manufacturing, and engineering units will be able to uplift the plant performance. This study is to uplift the plant performance by taking A corporation’s Taichung plant as the study subject. With the references of relevant literatures, collections of important opinions from experts, and internal customers of manufacturing, engineering units, we determine five dimensions of service quality that contains 25 assessment items. By applying the Analytic Hierarchy Process (AHP) to decide the weights of assessment items and conducting the internal customer satisfaction survey in reference to the SERVQUAL model, we have been able to measure the differences between customers expected and perceived services. Also, based on the above data, we can construct the management opportunity grid, to look out the potential high-niche and high-priority executed items. Also, the Balanced Scorecard (BSC) is used to elaborate the strategic map of the organization that can improve service quality management and reach the high service satisfaction levels. This research result can assist the Automation department to look out the right working goals, train the highly professional staff, improve the service quality and locate the right directions for the entire organization as to improve the plant operation efficiency. Since the respondents of questionnaire split equally between the important long-term senior staff in the factory and non-professional employees in the ground level, the study result can be a good reference for industrial practices to improve plant performance.