A Study on the DMAIC Model Application in Influence Factors of Customer's Satisfactory Factors– In Case of Turbo Machinery Field

• Main Author: 陳昌亨
• Other Authors: 鄭國枝 博士
• Format: Others
• Language: zh-TW
• Published: 2011
• Online Access: http://ndltd.ncl.edu.tw/handle/71222345011970267398

碩士 === 國立彰化師範大學 === 會計學系企業高階管理 === 99 === The turbomachinery equipment acts as a core element in generator, petrochemical and other infrastructure industries. It is an intermediate to transfer primary energy resources such as nuclear, coal, petroleum, gas, wind, solar or even heat generated from incineration into electric energy for our livelihood. Periodical overhauling applied to the turbomachinery equipment is required to ensure its continuous operation and to avoid unexpected shutdown which may bring much harm to the middle and lower stream industries. Insufficient maintenance service for this equipment is likely to hinder the normal operation of infrastructure industries and even make impact to the country’s economy. The survey is aimed to understand the needs of the customers in energy, petrochemical and other infrastructure industries. Moreover, improve our service and processes by applying DMAIC management methodology to ensure the customer’s continuous operation to make a contribution to the country’s economies. 500 copies of questionnaires on the customer satisfaction were distributed to our domestic and overseas clients, 282 copies collected (at a rate of 56.4%) - 81 copies from overseas and 201 copies from domestic. The methodologies of Compare Means、Linear Regression、Paired-Samples T Test are applied to verify the assumption in the survey. Conclusions are made after analyzing and comparing various data surveyed. 1. The more satisfactory the safety, quality, price and delivery are, the higher the customer satisfaction is. Price is not one of major concerns however. 2. From the later satisfaction variation of Paired-Samples T Test, it is learned that the DMAIC management method has positive effect on safety, quality, price and delivery obviously. 3. Among the factors in deciding the prices - quality, delivery and safety, the most decisive one is quality and safety the secondary. 4. The comparison result shows that the customers concern quality the most, safety, delivery and price subsequently.