Please use this identifier to cite or link to this item: http://hdl.handle.net/11455/22447
標題: A study on the selection of six sigma projects in services.
服務業六標準差選案方式探討
作者: 林芳誼
Lin, Fang-Yi
關鍵字: Six Sigma;六標準差;Project selection;Analytic hierarchy process (AHP);專案選擇;層級分析法
出版社: 科技管理研究所
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摘要: 
Nowadays, Six Sigma has been widely applied in many industries in the world and it has become one of the quality improvement tools, which has being used frequently. Six Sigma is also one of the most powerful project-driving methodologies that can help a company achieve its goal by continuous improvement. However, there are some challenges which have been generated through the process of implementing Six Sigma. For instance, how to create feasible projects? How to decide the priority of projects? How to deploy appropriate resource for critical Six Sigma projects? Besides, to implement Six Sigma in the service industry has to face more challenges than the manufacturing industry, e.g. the performance identification problem, and lack of enough quantitative data, etc.
This study aims to develop a new approach to generate critical Six Sigma projects by drawing up the business strategic policies of an organization, and select a best project portfolio from these projects. This proposed methodology includes five phases. In phase 1, the projects are generated from two aspects, organization's business strategic policies and voice of customers (VOCs). In phase 2~4, project participants need to decide the relative weigh of the project criteria, i.e. project benefit, project cost, project scope, difficulty of data collection, and employee behavior, and the project priority for each criteria by an analytic hierarchy process (AHP) method. It needs to calculate the project value and complexity by the formula in these studies. In the final phase, projects can be defined as Green Belt, Black Belt, or other projects based on the project value, complexity, and employee behavior. Two empirical case studies (one is in financial industry, and the other is in healthcare) are utilized to explore the effectiveness of this proposed approach.

現今六標準差的理念已被廣泛地應用到全球各個產業中,並且成為常見的品質改善工具。六標準差是一種以專案導向的方法論,能夠透過持續性地改善來幫助企業達成預期的目標或目的。然而,在執行六標準差的過程,仍面臨了許多挑戰,例如如何產生可行的專案?如何決定優先執行的專案?如何配置適當的資源給關鍵的六標準差專案?此外,在服務業六標準差面對了績效認定問題,缺乏足夠的量化資料等更多不同於製造業的挑戰。
本研究目的在於發展一種新的選案方法,透過描繪出該組織的商業策略,來產生關鍵的六標準差專案,以及從這些專案中挑選最佳的專案組合。此研究方法包含五大階段。第一階段,專案藉由組織的商業策略與顧客的聲音來產生。第二到四階段,專案參與者必須透過層級分析法(AHP)來決定專案指標(亦即專案的利益、成本、範圍、資料收集的困難度與員工行為)的相對重要性,以及各個潛在專案在不同指標中的優先順序。最後階段,以專案價值、專案複雜性、員工態度三大構面為基礎,將專案定義成綠帶、黑帶與其他類型的專案。此研究將利用銀行與醫院兩項個案來探索此方法的執行成效。
URI: http://hdl.handle.net/11455/22447
其他識別: U0005-0107201022355300
Appears in Collections:科技管理研究所

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