製造彈性能力對顧客滿意度影響之研究－以精密模具產業為例

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Title:	製造彈性能力對顧客滿意度影響之研究－以精密模具產業為例
Other Titles:	The impact of manufacturing flexibility on customer satisfaction－an empirical study on precision mold & die industry in Taiwan
Authors:	梁仁豪;Liang, Jen-hao
Contributors:	淡江大學國際貿易學系國際企業學碩士班劉燦樑;Liu, Tsann-liang
Date:	2005
Issue Date:	2010-01-11 01:23:01 (UTC+8)
Abstract:	隨著顧客對於產品和服務的期許與要求日漸提高、全球化時代的來臨以及科技的日新月異，精密模具業者面臨的是更加充滿不確定性的外部環境，因此，如何在價值鏈中運用製造彈性能力顯得格外關鍵。製造彈性是針對各種市場需求而調整不同產能水準的能力。就技術層次而言，其充分發揮有助於廠商維持良好的生產效率與成本效益；從策略角度觀之，對於擴大廠商的競爭優勢與贏得顧客滿意有其重要意義。基於上述背景與動機，本研究首先根據相關學理與過去文獻，整理與發展出製造彈性能力的概念。再者，將製造彈性能力的構念分為內部彈性能力與外部彈性能力，並且發展出具有信度與效度的彈性衡量構面。繼之，針對精密模具產業特性進行資料收集，以結構方程式模式作為實證分析工具，探究其內部彈性能力、外部彈性能力與顧客滿意度之間的影響關係。最後，根據研究結果提出管理上的意涵。實證結果發現：內部彈性能力對外部彈性能力呈顯著的正向關係；外部彈性能力則顯著、直接地正向影響顧客滿意度。其中的重要策略意義是：精密模具廠商中的管理者對於製造彈性必須有一番全盤的規劃與管理，首先透過內部彈性能力核心生產技術，再藉由外部彈性能力建立競爭優勢，如此一來，廠商將有效強化大量客製化的競爭能力與提升顧客的滿意程度。 For Precision Die Casting Industry in Taiwan, the fast and dramatic changes in competition, technology innovation, and customer expectations are creating an increasingly uncertain environment. Manufacturers are seeking to enhance flexibility across the value chain as a strategy to treat the changing surroundings. Manufacturing flexibility, a critical dimension of value chain flexibility, is the ability to produce a variety of products in the quantities that customers demand while maintaining high performance. It is strategically important for enhancing competitive position and winning customer orders. This research organizes literature on manufacturing flexibility and classifies it according to competence and capability theory. It describes a framework to explore the relationships among flexible competence (machine, labor, material handling, and routing flexibilities), flexible capability (volume flexibility and mix flexibility), and customer satisfaction. The valid and reliable instruments and the structural equation modeling were designed to measure the sub-dimensions of manufacturing flexibility and to test a large-scale sample (n=373). The results indicate strong, positive, and direct relationship between flexible manufacturing competence and flexible manufacturing capability. Flexible manufacturing capability has strong, positive, and direct relationship with customer satisfaction.
Appears in Collections:	[Graduate Institute & Department of International Business] Thesis

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