運用品質機能展開及失效模式與效應分析建構顧客稽核管理系統

Using Quality Function Deployment and Failure Mode and Effects Analysis to Construct Customer Audit Management System

曾俊傑(Chun-Chieh Tseng)；童超塵(Chau-Chen Torng)；廖乃毅(Nai-Yi Liao)

顧客稽核 ； 品質機能展開 ； 失效模式與效應分析 ； customer audit ； quality function deployment QFD ； failure mode and effects analysis FMEA

品質學報

15卷5期（2008 / 10 / 01）

313 - 322

繁體中文

本文的目的在於發展並驗證一顧客稽核缺失管理系統，以便於適時的滿足的顧客需求，並進而針對組織的品質管理系統進行系統性的分析與改善，以增進組織全面品質管理的能力。此管理系統包含4階段，其程序爲將顧客稽核缺失視爲顧客的需求，並引用ISO 9001品質管理系統架構及條款作爲分類及轉換稽核缺失爲顧客需求的方法，之後運用品質機能展開(Quality Function Deployment, QFD)此工具，排列出組織中須被改善的作業／程序的優先次序，最後以失效模式與效應分析(Failure Mode and Effects Analysis, FMEA)中的風險優先度指數(Risk Priority Number, RPN)評核提列的矯正／預防措施的有效性，同時水平展開於某一廠區提列的矯正／預防措施至其它廠區，以防範問題於事前。並以一跨國性的本土汽車產業公司作爲實證的對象，其結果顯示本文所提的管理模式在運用於此組織後，能提供高階管理者有效的管理依據並適時的投入資源從事品質管理系統改善的活動，且有效的增進品質管理系統的效能。

The study intends to build the customer audit management system as an external driving force for improving quality management system of organizations. The deployment procedure of proposed model consists of four stages. In the beginning customer audit findings are treated as voice of customer and afterward are classified audit findings based on the clauses of ISO 9001 for grouping audit findings into several different characteristics. Quality function deployment (QFD) is applied prioritizing quality management sub-systems, initiated from audit findings, which need to be improved. Eventually risk priority number (RPN) from failure mode and effects analysis (FMEA) can evaluate the effectiveness on proposed improvement actions. In the meaning time an international car tire company is treated as an empirical subject for verifying this proposed system of this paper.

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