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題名：品質機能展開與模糊二維品質相結合之模式於產品生命週期系統上之應用
作者：鄒源淦
作者(外文)：Yuan-Gan Tsou
校院名稱：中華大學
系所名稱：科技管理學系(所)
指導教授：李友錚
許良僑
學位類別：博士
出版日期：2008
主題關鍵詞：產品生命週期管理系統；品質機能展開；二維品質模式；模糊理論；Product lifecycle management；quality function deployment；kano model；fuzzy mode
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產品生命週期管理系統 (PLM, Product Lifecycle Management)，從字面上來看，綜觀產品的上、下游，舉凡需求、規格、研發、設計、工程、製造、銷售、服務與維護，每一個階段所衍生出來相關資料，都在產品生命週期管理系統的管理範圍內。而從技術觀念而言，在企業內所有與產品相關的資料，以及與這些產品資料相關的作業，經由資訊系統做有效的整合性管控與運作，此即為產品生命週期管理系統最主要的功能。廣義來說，產品生命週期管理系統是一種工具，其可協助企業管理資料 (Data) 與其作業程序 (Process)。若從狹義上來講，強調 R&D如何有效的分析管理產品資料(藍圖/文件)與作業流程(工程作業程序執行)，進而整合後端之企業資源規劃系統 (ERP) 、製造資源規劃系統(MRP)、供應鏈管理系統 (SCM) 及顧客關係管理系統 (CRM)等 。由此可知，透過產品生命週期管理系統可跨部門將產品設計的創意及開發資訊更有效的加以整合並分享。然而，產品生命週期管理系統的功能要能滿足企業需求，才可發揮其最大效益，因此在判斷產品生命週期管理系統的優劣，首重了解顧客需求並且獲得最大的顧客滿意度。
品質機能展開 (QFD, Quality Function Deployment)是一種將顧客需求轉換為設計需求的工具，此種工具被廣泛的應用於產品設計上。然而傳統的品質機能展開分析方法，在顧客需求此部分的衡量方式，大多是透過經驗法則進行評估，並未具有系統化的衡量方式。二維品質模式 (Kano Model) 為衡量顧客需求屬性最具代表性的方法之一，本研究將模糊二維品質模式與品質機能展開做結合，透過此種結合，可更確切的評估各項顧客需求的屬性。本研究的目的主要為: (1)透過將二維品質模式與模糊理論之結合，不但在衡量顧客需求的廣度上更為精確，同時可降低問卷調查過程中因為語意上模糊的表達所造成的錯誤評估。(2) 將模糊二維品質模式與品質機能展開相結合，不但可優化產品設計，同時可提升顧客滿意度與忠誠度。
為驗證此研究方法，本論文將以產品生命週期管理系統設計作為實際個案，透過此研究方法不但可使設計者創造出更具魅力的產品生命週期管理系統系統，以提升顧客滿意度，更能強化於設計產品生命週期管理系統時的創新能力。
Product Lifecycle Management (PLM), a strategic business system allows more effective communication among different groups at dispersed locations to share ideas and access information needed for developing new products and executing innovative processes. The main function of PLM is to develop an attractive system which ensures customer satisfaction. Therefore, one of the important topics of the PLM system developments is to take customer requirements into consideration.
Quality function deployment (QFD) has been widely used for numerous years; it is one of the structured methodologies that are used to translate customer needs into specific quality development. However, in the traditional QFD approach, each element’s interdependence and customer requirements are usually not systematically treated. Additionally, the Kano model can effectively classify customer demand attributes, but to make Kano model more objective in the course of weighing, we have also included Fuzzy mode in our discussion.
This study presents an integrative approach by incorporating the Kano model with Fuzzy mode into the matrix of QFD and adjusting customer requirement weights. This approach can fulfill two objectives; first, through the Kano model with the Fuzzy Mode, it will not only discriminate out options for the required attributes in much more breadth but also simultaneously render the discretions on the linguistic implications much more accurate with the aid of the ambiguous questionnaire response method. Second, combining the Fuzzy Kano model and QFD, can not only provide a new way to optimize the product design but can also enhance customer satisfaction and loyalty, and minimize dissatisfaction.
The proposed methods can be useful to both practitioners and researchers. To illustrate our findings, we have incorporated an example which suggests that the proposed approach can contribute to the creation of attractive PLM attributes and PLM innovation.
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