應用限制理論提昇公司品質之研究 - 以某網路設備製造公司為例

Abstract

品質在今日的產業，越來越受到重視，尤其在網路設備產業，一方面因為大多數的網路設備大廠都採ODM或OEM方式生產，因此對品質特別重視，以免因品質出了問題而影響公司聲譽或面對鉅額賠償；另方面網路設備是介於終端電腦設備和傳輸線路中間的設備，品質穩定度之要求相對較高。

限制理論為高德拉特博士在1980年代所創立，並利用此理論解決生產管理、專案管理、市場行銷和經營管理方面等各領域的問題，惟在品質管理方面的理論著墨較少，因此本論文特別專鑽研在這個領域，希望利用限制理論來改善個案公司之品質問題。

本研究所採取的步驟，乃先設計一份問卷調查，以蒐集相關人員對個案公司品質問題之意見，加以整理歸納後，再依三個衝突圖之分析找出核心衝突，再依現況圖(CRT)，找出個案公司之核心問題為：只注重局部(部門)績效，然後依未來圖(FRT)構建出改善的構想，最後針對以下三個品質不良效應提出改善對策: 1. 新產品開發驗證不確實。2. 人員疏失。3. 進料品質不良。

Recently, more and more enterprises attach more importance to product quality, especially for Network Equipment manufacturers. On one hand, most major Network Equipment Manufacturers adapt business model by ODM or OEM, so they will pay highly attention on product quality to prevent company’s reputation from being damaged or keep company away from facing huge indemnity due to product quality problem. On the other hand, Network Equipment is the medium to connect numerous of computers through transmitted wire, therefore, the requirement for the stability of quality is relatively high.

TOC (Theory of Constraints) was developed by Dr. Eliyahu M. Goldratt in the 1980s, and had been applied to solve the problem in Production Management, Project Management, Marketing and Sales Management and Business Management …etc, but there was seldom related in quality aspect. Therefore, this thesis puts much effort on the field of quality, it is expected to improve the quality of case company by applying TOC.

This thesis takes following procedure: first of all, designing a questionnaire to collect quality problems from concerned persons and compile to three major items; secondly, through Three-cloud process to find out the Core Conflict; thirdly, through Current Reality Tree (CRT) to find out the Core Problem of case company, which is “only focus on local (Department) performance”; fourthly, founding the improvement plan based on Future Reality Tree (FRT); last but not least, submitting the detail improving solutions to solve the three Undesirable Effects (UDE): 1. The uncertainty of Evaluation for New product design. 2. Error from personnel negligence. 3. Harmfulness of Incoming material quality.