中小型製造產業透過製程精進與變革提升效能之研究：以半導體保護元件封測公司為例

Abstract

台灣中小企業的優勢包括反應決策快速、旺盛的企業精神、可生產小批量產品、 可快速研發創新。然而中小企業的公司制度比較不完全，且公司內部作業流程大多延續前人的方式，少有改變，導致其難以重整、進步。相較之下，具有充足的資源的大型企業更容易進行各項改造與重整，或找顧問公司對公司進行改造。本文主要探討中小企業在缺乏資源的情況下，如何進行流程變革，又如何運用現有的管理工具提高產品良率、提高生產力，進而降低成本，提升顧客信任度與忠誠度，增加公司的競爭力。個案C公司2013年以來，採取了一些經營概念的變革，儘管沒有大金額的投資，C公司從2013年到2017年複合成長率達20%，2017年的獲利更比2013年增加了4倍。 這些變革包括以大家熟知的品質管制七大手法中的柏拉圖找出製程中良率損失最主要的製程站，再以腦力激盪的方式進行魚骨圖分析，找出影響良率最重要的因素進行改善。以管制圖中的x̄-R Chart，管制元件的最終尺寸，成功提升測試包裝站的效率與良率。同時，將生產設備自動化，取代人工手動生產之後，大幅度的降低了產品成本，也提高了產品的良率及信賴性。在客戶管理方面，導入客戶關係管理系統（ Customer Relationship Management, CRM），讓業務有更多時間處理與客戶的關係。同時，客戶關係管理系統也能進行例行性樣品文件跟催，更能進一步利用大數據的方法估算銷售預測及潛在的業務機會，業績因此增加，客戶滿意度及忠誠度也提升。

The ability of making fast strategic decision, manufacturing small lot production and fast developing new product are the advantages of small and middle-sized enterprise (SME) in Taiwan. Normally, the ERP system of the SMEs is less complete, also, the operating procedures of the SMEs are less likely to change. On the opposite, the large enterprises have sufficient resources to reform. In this article, I would like to discuss how do the SMEs reforming production procedure and elevating the yield and production within limited resources, and therefore, increasing the compatibility of a company. In the case study of Company C, some innovative strategies were applied since 2013. With only the reform of management strategy, the compound annual growth rate increased by 20% and the profit increased by 4-fold, from 2013 to 2017. In order to find out the root cause of production yield loss and yield improvement, they perform Pareto analysis, fish bone chart analysis by brain storming of 7 basic tools of quality. In order to control the body size of the components by controlling the x̄-R chart, successfully improving the efficiency and yield of the test packaging station. At the same time, replacing manual production process by automated production equipment, significantly reducing the product cost, but also improve the product yield and reliability. Introducing the Customer Relationship Management (CRM) allows the sales have more time to deal with the relationship with their customers. Also, CRM is able to predict the potential business partnership and increase the sales performance consequently.