品質管理資訊系統導入之個案研究-以A汽車製造公司為例

Abstract

一個符合現代需求的品質管理系統必須能跨越企業內各個作業流程，從上游的產品開發設計、零件採購、製造、成本管理，到下游的銷售保固。所以品質管理資訊系統的建置，往往要整合企業內現存複雜的資訊系統，不僅僅是作業流程的再造，也是不同軟體平台的整合，這提高了系統開發的難度。此外品質管理資訊系統還必須對應外部的各種國際品質標準的要求。 全面品質管理TQM(Total Quality Management)是近年廣泛使用的ㄧ種有效率的管理策略與思維，以品質為中心，全組織都需要參與，讓品質成為企業內每個單位每個人的責任，以滿足顧客的需求為目的，以達到企業與社會的最大利益。透過這樣的思維，全面品質是全體ㄧ致向上提升的力量。以這個角度思考，品質管理資訊系統對應的範圍也要能涵蓋公司的各領域。在實務上，ㄧ般企業的品質管理資訊系統的建置往往落後於其它資訊系統或者是被分散各系統中，因地制宜，大多沒有一個統一的平台，資料沒有集中也沒有統合的機制。 個案公司是汽車製造業，客戶的滿意是企業成長的最大動能。個案公司在完成主要的資訊系統的昇級後，為提升品質管理的效率、精準度與顧客的滿意度，建置品質管理資訊系統。首先成立專案組織規劃企業品質目標與系統範圍，逐年推動系統導入。經過甄選各家軟體平台的優缺點，最後以SAP軟體的QM模組為主要開發平台，主要開發人力皆來自公司內部。經過幾年的實際運作驗證，本系統達到原先的預期效益。品質管理資訊系統範圍也陸續擴大，新增不少功能，並對其效能持續改進提升。本研究藉由比較系統實際使用狀況，驗證系統的成功因子。以實際參與系統建置的每個階段包括:前導，建立，維護與營運。取得最真實的資料，歸納分析出其中的關鍵因素。最後並提出實務建議與管理意涵供後續研究者參考。

Modern quality management system must be able to cover all enterprise processes including the product design and development, parts procurement, manufacturing, cost management, and sales warranty. To build the quality management information system, it often needs to integrate the existing complex information systems, which make the work more difficult for system developers. In addition, the quality management information system must be able to meet the requirements of various international quality standards. TQM (Total Quality Management) is widely used in recent years, which is an efficient quality-centric management strategy. The whole organization need to be involved in order to fit everyone's duty within each departmwnt, also meet the needs of customers and achieve the best interests of the enterprise and society. From this point of view, the quality management information system corresponds to cover the various fields. In practice, the quality management information system is implementel behind other information systems, most of them do not have a unified platform, the data are not orgamizied. The case company is in automotive industry. Customer satisfaction is the major motive for the business growth. In order to enhance the quality management efficiency, accuracy and customer satisfaction, the case company builds the quality management information system. First set up a project team, and then plan the quality objectives for several years. After evaluating the advantages and disadvantages of the various software platforms, the final choice is the QM module of SAP software as the primary development platform. After several years of actual operation, the system achieves the expected results. The system is starting to expand, adds a lot of functionality for performance enhancement. This study also compars the system to actual usage and verify the success factors of the system. Base on the actual involvement in each stage of system implementation including the establishment, maintenance and operations for the real data, this paper intends to put forward some practical suggestions on the strategy for system implementation and managerial issues.