自過往數載以來，品質(Quality)議題日趨重要，至今儼然已成為所有企業與顧客最重視的要素之一。品質領域的發展歷經品質檢驗(Quality Inspection)、品質控制(Quality Control)、品質保證(Quality Assurance)、品質管理(Quality Management)、全面品質管理(Total Quality Management)，至今已發展至更加高階的六標準差(Six Sigma)以及精實六標準差(Lean Six Sigma, LSS)方法。六標準差、精實六標準差已於品質管理領域中被認為是強力且有效的品質改善工具與方法，本研究於此基礎上，將對六標準差以及精實六標準差方法於國內、外的應用進行分析探討，利用多位國外學者提出的文獻分析方法，以及社會網絡分析法(Social Network Analysis)的中心性(Centrality)計算，試圖以多面向、多屬性的分析方法構建與呈現此領域的發展現況。研究結果顯示，國內、外於本領域所採用之研究方法皆以實證研究為主體，但於應用產業之成熟度方面，國外相較於國內尚有明顯的領先差距；透過網絡分析法的數據與圖形顯示，精實六標準差方法於國外的應用領域尚有明顯的分群(Clique)，但整體網絡結構仍屬緊密。此外，本研究亦對國內最成功之一、且深耕品質領域近三十年的K管理顧問公司進行案例探討，K公司的沿革發展由ISO認證系列、品質管理領域至六標準差與精實六標準差方法，其亦已扶植國內眾多的企業乃至於整體產業於品質管理之革新與升級；藉由深入探討K公司的核心專業知識、輔導能力與流程，其案例分析結果將可提供學者、實務經驗者於研究、應用方面極佳的參考依據。

Quality issues have played an essential and critical role for the past decades and were the major concern no matter for business or consumers. This research constructs structured literature review content, and describes its historical development/evolution from Quality Inspection (QI), Quality Control (QC), Quality Assurance (QA), Quality Management (QM), Total Quality Control/Management (TQC/TQM) to a higher level – Six Sigma, Big Q, Lean Six Sigma (LSS). The importance has demonstrated itself by seriously changed manufacturing world and rapid extensions and adoptions into every sector of industry. In the Quality Improvement tools evolution, Six Sigma has been considered as the latest management tools and techniques. Moreover, LSS, the combination of Six Sigma and Lean is more powerful and comprehensive as a quality improvement tool to an enterprise. This research aims to analyze the application situations of Six Sigma and Lean Six Sigma in area abroad and Taiwan. By using the reviewed methods from former researchers and Social Network Analysis (SNA), the current state in Six Sigma and LSS field can be understood. In the further end, we provide a case study of the most reputed and biggest Q-dedicated consulting company in Taiwan and mainland China, K Management Consulting Incorporation. K Company has guided lots of enterprises from ISO series, Quality issues to Six Sigma and Lean Six Sigma. Its consultation records showed more than eight thousands cases for the past two decades, one of the records high in the world. Its growing path also represents the quality-related growth of Taiwan.

口試委員審定書 i
誌謝 ii
中文摘要 iii
Abstract iv
Contents v
List of Figures vii
List of Tables viii
1. Introduction 1
1.1 History of Quality Management 1
1.2 Quality Management Maturity Grid 3
1.3 Total Quality Management 5
1.4 Six Sigma 8
1.4.1 3.4 DPMO 9
1.4.2 DMAIC & DMADV 10
1.4.3 GE & MOTOROLA Cases 11
1.4.4 Key Ingredients for Success 12
1.5 Lean Production 13
1.6 Lean Six Sigma 16
2. Literature Review Method 20
2.1 The List of Articles of NDLTD Database 20
2.2 The Classification Schemes of NDLTD Database 20
2.3 Social Network Analysis 21
2.4 Description of Synthesized LSS Application & Performances in Various Fields 24
3. Literature Review 25
3.1 Six Sigma & LSS in Abroad 25
3.1.1 Six Sigma Abroad 25
3.1.2 Lean Six Sigma Abroad 29
3.2 Six Sigma & LSS in Taiwan 35
3.2.1 Six Sigma in Taiwan 35
3.2.2 Lean Six Sigma in Taiwan 39
3.3 Six Sigma & LSS Toolset 44
3.4 Applications of LSS Method in Different Fields 50
3.4.1 Innovation Field 51
3.4.2 Healthcare Field 51
3.4.3 Financial Service Field 52
3.4.4 Information Technology Field 53
4. Case Study 55
4.1 Introduction and Development of K Company 55
4.2 Consulting and Training Ability 58
4.3 System Integration Ability 63
4.4 Business Continuity Management (BCM) Ability 64
5. Conclusion 67
5.1 Contribution 68
5.2 Significance 69
5.3 Justification and Implication 69
5.4 Limitation and Future Research 69
References 71
Appendix 1: LSS in Taiwan- A Review and Case Study 79
Appendix 2: Six Sigma and Lean Six Sigma: A Literature Review and Experience in Taiwan 89
Appendix 3: 雲端創新服務商業模式之研究與驗證 -以整合通訊應用於物流宅配服務流程為例- 102
Appendix 4: 雲端創新服務商業模式之先期研究 -以商業應用技術服務平台為例- 114
Appendix 5: List of Six Sigma & LSS Articles 124

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