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研究生:黃哲明
研究生(外文):Che-Ming Hwang
論文名稱:研發流程中工程變更與顧客滿意度關係之研究
論文名稱(外文):A study on the relationship of Engineering Change and Customer Satisfaction during the R&D process
指導教授:范淼范淼引用關係陳珠龍陳珠龍引用關係
學位類別:碩士
校院名稱:國防管理學院
系所名稱:後勤管理研究所
學門:商業及管理學門
學類:行銷與流通學類
論文種類:學術論文
論文出版年:2002
畢業學年度:90
語文別:中文
論文頁數:107
中文關鍵詞:變更工程變更管理構型管理三維結構模型顧客滿意
外文關鍵詞:changeengineering change managementconfiguration managementthree-dimensional morphologycustomer satisfaction
相關次數:
  • 被引用被引用:20
  • 點閱點閱:1051
  • 評分評分:
  • 下載下載:424
  • 收藏至我的研究室書目清單書目收藏:5
在科技發展快速且顧客需求不確定高的環境之中,工程變更幾乎是每個研發中無法避免的,研發必須有足夠之應變能力以確保品質、績效及需求的達成,因此,如果要在未來維持競爭力,研發需要由產品創新轉換為產品與變更過程兩者俱能達成顧客的滿意。本研究首先探討工程變更管理的定義與關鍵的文獻,從系統工程理論構建工程變更三維結構模型,以此觀察每個個案,對研發與整體後勤支援在變更過程中影響顧客滿意度的因素進行探索性研究。本研究以四個變更的個案,深入分析變更從需求產生至變更核定後的執行過程,發現變更內容的溝通、顧客涉入程度、人員排程、變更文件、文件檢查、版本管理、資料庫、執行處置等八個面向可能影響顧客滿意。我們歸納出四組命題,並依此建立變更在研發影響顧客滿意的概念性架構,以允許管理者集中他們的努力,在這理論中持續改進研發管理與整體後勤支援監控。
Between the environment of technologic quick advance and customs requirement are uncertainty, nearly in every research & development (R&D), the engineering change will not to be avoid. The R&D must have an emergency measure for produce to keep quality, performance and meet requirements. This paper first provide a review of engineering change management definitions and key publications, and reference the system engineering theory, the author building an Three-Dimensional Morphology of Engineering Change, taking the viewpoint into each case, to review the R&D and Integrated Logistic Support (ILS) in process, study the influencing factors for customer satisfaction. Base on the in-depth case study of 4 case, the author identify eight key contributors: communication for change contents, level of customs involve, personnel schedules, change request documents, documents check, version management, data base, executive handling, etc. According to induce then develop four section proposition, and creating a generality structure model of change in R&D influencing factors for customer satisfaction, to allow the managers keep their effort, in the theory model continued improve Development Management and monitoring ILS.
摘要 I
Abstract II
第一章 緒論 1
1.1 研究背景 1
1.2 研究動機 3
1.3 研究問題 7
1.4 章節架構 8
第二章 文獻回顧 10
2.1工程變更相關的基本概念 10
2.1.1 構型 10
2.1.2 構型管理( Configuration Management ,CM ) 12
2.1.3 工程變更管理(Engineering Change Management,ECM) 13
2.2工程變更管理的發展與標準體系 15
2.3工程變更管理在產品研發管理的重要性 18
2.3.1 工程變更管理原理 18
2.3.2 構型管理的模型 21
2.3.3 構型管理在研發過程中伴演的角色 23
2.4 工程變更管理對整體後勤支援的重要性 26
2.5 我國與西方國家在構型管理的發展 29
2.6 文獻綜合評析 32
第三章 研究方法 34
3.1 研究設計 34
3.2 先導個案研究 38
3.2.1 先導個案結果對研究個案選擇的引導 39
3.2.2 個案分析架構 39
3.3 資料蒐集與分析 40
3.3.1 資料蒐集 40
3.3.2 資料分析方法 42
第四章 個案研究 43
4.1 個案1 43
4.2 個案2 47
4.3 個案3 51
4.4 個案4 54
4.5 跨個案分析 58
4.6 命題發展 61
4.6.1 時程之滿意度 61
4.6.2 性能之滿意度 64
4.6.3 後勤之滿意度 66
4.6.4 整體之滿意度 70
第五章、結論與管理意涵 72
5.1 結論 72
5.2 管理意涵 74
5.3 研究限制 76
5.4 未來研究方向 77
參考文獻 78
附錄 83
訪談記錄 83
中文文獻
1. 何雍慶,政府R&D專案之成功關鍵因素,台灣管理經驗實證研究,中華民國管理科學學會,PP117-140,1990年5月。
2. 鄭雅雄,構型管理,台電核能月刊,pp2-21,1988年11月。
西文文獻
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