建構客訴管理資訊系統以提升產品品質與客戶滿意度之研究-以IC設計業為例

Abstract

台灣IC設計產業排名世界第二，僅次於技術領先的美國，在現今產業競爭愈加劇烈的狀況，台灣IC設計產業目前所擁有的關鍵成功因素，不再足夠維持持久性的競爭優勢發展，因此各企業除了在成本、品質、產品上積極改善之外，更引進了以顧客為主的思維來改善產品與服務的顧客關係管理(Customer Relationship Management, CRM)。由於IC產品類型十分多樣化，客戶會限制產品的規格與品質的要求，因此即便不斷地對有瑕疵的作業流程進行改善，有時還是無法避免客訴的問題發生。當客訴發生時，無論是否妥善解決客戶的問題，對公司終究會造成負面的影響。因此對永續經營之企業而言，只有持續提供顧客滿意之產品，才能創造出競爭的優勢。顧客的抱怨文件中，隱含許多寶貴的資訊，可以做為企業的知識庫並回饋在IC設計、晶圓製造與測試等程序，提供生產產品品質之參考。本研究乃由客訴抱怨資料中，以統計分析原理找出重要的項目，並使用歸納法將客訴退回之不良品分析後，分類成幾種不同的失效模式輸入資料庫，配合資料探勘法(Data Mining)的相關技術，根據不同的客訴問題，迅速找出發生的原因並尋求妥善的解決方法，以完成客訴之8D報告(8 Disciplines Report) ，提供惡化項目的建議解決方法並回饋於產品設計、製造及測試部門，以降低不良品出貨至客戶端。除可有效改善產品品質，亦可提高顧客滿意度。

Taiwan's IC design industry ranks second in the world, next to the U.S. However, it is clear that these critical success factors are insufficient to maintain the competitive advantage in business. In today's increasingly competitive industry, manufacture products with improved quality and lower cost. Moreover, they introduced a customer-oriented way of thinking to improve both products and services. As there are various types of IC package, the customer will limit the product specifications and quality requirements. Therefore, with constant improvements of the flawed operation procedure, sometimes, they still can not avoid customer complaints. Whether or not customer complaints are handled properly, a company receives negative publicity. Consequently, a company needs continue to provide customer satisfaction of products can create a competitive advantage and excel in sustainable management. Further more, there is a great number of hidden valuable information in which can serve as a corporate knowledge base and feedback in the IC design, wafer manufacturing and testing procedures with reference to the good quality of products. The goal of the study is to apply the statistical analysis to the original procedure to identify important items, and the inductive method will be returned to the Customer Complaint analysis of non-performing goods classified into several different failure modes entered into the database, with the data mining related technologies and find out quickly the reasons for customer complaint seeking a proper solution to complete the customer action of the 8D report (8 Disciplines Report). Finally, the study aims to provide solutions for the deterioration of the projects and feedback on product design, manufacturing and testing departments in order to reduce the number of non-performing goods ship to customers. In summary, the study improves product quality as well as customer satisfaction.