Exploring the Customer Complaints from the Perspective of the Production Process - A Case Study of K Company in Film Coating Industry

• Main Authors: Wei Tzu, 訾薇
• Other Authors: Yu-Ching Chiao
• Format: Others
• Language: zh-TW
• Published: 2019
• Online Access: http://ndltd.ncl.edu.tw/cgi-bin/gs32/gsweb.cgi/login?o=dnclcdr&s=id=%22107NCHU5457047%22.&searchmode=basic

碩士 === 國立中興大學 === 高階經理人碩士在職專班 === 107 === This study is mainly to explore K Company in the film coating industry, as a sample to explore the core competence of its internal staff to the film coating industry, and to construct management opportunities grid. First of all, using three competitive advantages of quality, service and management and the five elements of production management of machine, material, material and environment (4M1E) to develop 38 questionnaires for K Company. Through the comparison of the face and production factors recognized by the two parties , the degree of competitive advantage and internal customer satisfaction and the use of statistical analysis of data to construct a management opportunity grid to find out the distribution of K''s core competence. The study found that the senior executives believe that K company most important core competency is "service"; According to the results of the management checklist, the third quadrant (internal and external needs improvement adjustment area) is the most demanding improvement of the production line colleagues and middle and high-level supervisors. The service items appearing in this quadrant are mainly "management" and "quality". There are many facets, such as "the company''s colleagues are cautious and do not make mistakes", "cross-departmental communication is smooth and unimpeded", "the departmental team is tacit, and there are few conflicts." In pursuit of providing customers with differentiated and perfect services, K Company should continue to focus on the competitive advantages of “quality” and “management”, in order to sustain operations and effectively reduce customer complaints and non-performing rates.