MULTI-LAYER HIERARCHICAL DEMATEL METHOD: ANALYSIS OF SOFT FACTORS IN TQM PRACTICE

多層級DEMATEL法分析TQM實踐的軟性因素

10.6220/joq.202202_29(1).0005

陳日光(Jih-Kuang Chen)

soft factor ； total quality management (TQM) ； decision making trial and evaluation laboratory (DEMATEL) ； multi-layer hierarchical decision making trial and evaluation laboratory ； 軟性因素 ； 全面品質管理 ； 決策試驗與實驗評估 ； 多層級決策試驗與實驗評估

品質學報

29卷1期（2022 / 02 / 28）

84 - 98

英文

This paper proposes an innovative multi-layer hierarchical decision making trial and evaluation laboratory (DEMATEL) method to analyze the hierarchical structure of soft factors in total quality management (TQM) practice. Ten soft factors of successful TQM practice were identified from previous studies. Three green manufacturing enterprises located in the Guangdong-Hong Kong-Macao Greater Bay Area that have implemented TQM in China were analyzed. The finding is that ＂strategic quality planning,＂ ＂top management commitment,＂ ＂leadership,＂ ＂reward and recognition,＂ and ＂employee training＂ are the five most critical soft factors in successful TQM. The proposed method contains a new and highly scientific determination of threshold value, which provides a highly accurate and easily interpretable hierarchical structure reflecting inter-factor relationships. The results are limited by the narrow range of research objects and the small number of experts visited; however, they have notable reference significance.

本研究提出了一種創新的多層級決策試驗與實驗評估（multi-layer hierarchical decision making trial and evaluation laboratory）法來分析全面品質管理實踐中的軟性因素層次結構。於以往的研究中提煉出十個全面品質管理實踐的關鍵成功因素中的軟性因素，以粵港澳大灣區中已實施全面品質管理的三家綠色製造企業為物件執行分析。結果發現「戰略品質規劃」、「最高管理層承諾」、「領導能力」、「獎勵和認可」和「員工培訓」是成功的全面品質管理實踐中最關鍵的五個軟性因素。此方法包含了一種創新的、科學性的閾值確定方法，並提供了能反映因素間影響關係，且具精確性和易於解釋的層次結構。雖然研究結果受到研究對象範圍較狹窄和探訪的專家人數較少的局限，但仍具有顯著的參考意義。

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