因應目前許多產業已進入專業分工，製造商多已將非關鍵技術之週邊產品，以採購方式補其不足。為使企業在有限資源下，將資源做更有效運用，使其得以在競爭的市場中勝出，贏得與符合訂單條件的再精進，實有其必要。
發展贏得與符合訂單條件的準則，有助於企業組織進行決策，以符合公司整體利益。而訂單條件間關係的進一步掌握與改善條件之效益評估，將有效協助企業經理人瞭解市場的需求以及發展製造策略。
為得以站在顧客立場進行判斷，本研究以Hill (2000)所提出的贏得與符合訂單條件的模式，整合Kano二維品質模式與Refined Kano二維品質模式，針對贏得訂單條件的品質屬性進行研究，並且運用決策實驗室分析法(DEMATEL)分析因果關係與相互影響程度，找出贏得訂單條件的核心要項。以往在問卷設計中多採用李克特量表(Likert Scale)，但人的感受是無法予以切割，尺度方式無法表達出人類思維模式與感受的模糊性及不確定性，故本研究導入模糊理論之區間語意變數以表達人類思維模式與感受的模糊性及不確定性，發展模糊DEMATEL測量工具，藉此掌握訂單條件之連動與關係。最後，本研究以台灣自行車制動系統業為研究個案進行實證分析，驗證本研究所提之贏得與符合訂單的條件精進模式的可行性，以期建構的模式能協助組織建立市場與製造策略以贏得訂單之參考。整體而言，研究結果顯示Kano二維品質模式及Refined Kano二維品質模式以及模糊DEMATEL概念之整合，實有助於協助管理者進行贏得與符合訂單的條件之精進。

Due to professional services come of age, manufacturers purchase most non-critical accessory products to fill the gap. It is necessary to conduct limited resources in an enterprise efficiently to become order-winners and qualifiers in competitive market. A guideline which is order-winners and qualifiers can meet the overall benefit of the business in considering of decision-making. However, further skilled the relationship between the order-winning criteria and benefit assessment of improving the criteria will assist business managers having understanding the need market as well as learning manufacturing develop strategy. This study integrates Kano Two Dimensional Model and the model- Order-winners and Qualifiers proposed by Hill(2000) on the purpose to give decision-making based on customer’s view. Therefore, this study is focus on the quality attribute of order-winning criteria and then to apply decision making trial and evaluation laboratory (DEMATEL) in order to analyze the causality and the level of interference. As a result, it is to find out the core element of order-winning criteria. In the previous work of questionnaire design, most questionnaire conducut Likert Scale. However, human feeling can not be divided. Scale can not express the human mentality as well as ambiguity and uncertainty of human feeling. Therefore, this study conduct Fuzzy Interval Linguistic Variables to express human mentality and ambiguity and uncertainty of feeling. In addition, it will also develop fuzzy DEMATEL measurement instrument to know the links between order criteria. At last, the case study of this research is the bicycle brake system business in Taiwan. It is an empirical analysis to test the advanced model of order-winners and qualifiers on the purpose to structure a model as reference of marketing and manufacturing strategy of order-winning. The result of the study showed that the integration concept of Kano two-dimensional model and fuzzy DEMATEL has actual help in assisting managers to advance order-winners and qualifiers.

摘 要 i
ABSTRACT ii
致謝辭 iii
目 錄 iv
表目錄 vi
圖目錄 vii
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 2
第三節 研究範圍限制 2
第四節 研究流程 3
第二章 相關文獻探討 5
第一節 贏得與符合訂單的條件 5
第二節 Kano二維品質模式 7
第三節 Refined Kano二維品質模式 14
第四節 比例二元語意變數(區間語意變數) 16
第五節 決策實驗室分析法 22
第三章 研究方法 28
第一節 評估之架構內涵 28
第二節 整合程序之架構與流程 29
第四章 研究結果與分析 35
第一節 Kano二維品質模式結果分析 35
第二節 決策實驗室(DEMATEL)分析 36
第三節 Refined Kano模式分析 45
第四節 整合結果分析 46
第五章 結論與未來研究建議 48
第一節 結論 48
第二節 未來研究建議 49
參考文獻 50
附錄A 56
附錄B 62

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