專案管理方式處理品質問題之研究-以工業電腦A公司為例

Abstract

本研究採個案研究方式，以國內一家工業電腦廠商做為研究對象，從產品各項不良率的收集為起點，進而分析與改善缺失，經由專案管理的過程處理品質問題再與戴明的PDCA方法結合、以期達到零瑕疵的目標。 在文章中依循專案管理的五個過程，逐一說明專案管理如何在啟動、計劃、執行、監控和結案運用於品質問題管理，並舉出管理方案，使實務與理論並進。五個過程涵蓋範圍包括了如何發現品質問題、專案的目標、專案的範圍、工作分解結構、組織及職責、責任矩陣、資源規劃、風險規劃、找出真因、執行長短期改善措施和預防措施、確認有效性和回應客戶，並提出影響因子與指標以及監控專案進展。最終做專案檢討、專案報告和知識庫維護，將一個案例成為教材和預防再犯的規範。 在文章中也將預先規劃的處理模式當作範本，把這套模式運用於新的問題，加以修改執行細節，以期可以符合實際需求，提高效率。儘管每次發生的問題不盡相同，但是觀念和過程相似，只要將這次過程中值得傳承的知識加以整理，加入既有的模式中，轉換成為好的知識庫，以備不時之需。後續的研究者可以將此一模式依據不同領域或產品，加以延伸，將可適用於更大的範圍。 透過A 公司為例，說明此法的適用性。此外也將事件結案時如何將此事件延伸其價值作說明。

This study adopts a case study approach to Zero Defect target of product quality by researching quality problem improvement processes of an Industrial Personal Computer (hereafter, IPC). The practical application of project management begins with collecting failure symptoms and failure rates, and then investigating the root cause and improving the nonconformance. This study uses the framework of project management and PDCA loop (plan–do–check–act), popularized by the work of Dr W. Edwards Deming. There are five basic process phases of Project Management: Initiating, Planning, Executing, Monitoring & Controlling and Closing. This study follows the procedures of the above five process phases and interprets how to implement them in quality problem solving. Those procedures cover quality problem identification, project target setting, project scope, work breakdown structure (WBS), role & responsibility of team members, array of responsibility , resource allocation, risk assessment, root cause finding, solution implementation, preventative actions, effectiveness verification of solution and response to customer. The project manager monitors the factors having significant impact on project success and controls the progress of each task. Finally, the documentation of project is reviewed, summarized and fine tuned to fit the requirement for knowledge base management. More importantly, all of these documents will become training materials or lesson learned to prevent re-occurrence. There are some samples and templates of process handling on the basis of practical experience. Modifying the templates to fit the real situation can enhance efficiency for new issues. Most of the time, a quality issue is probably unique because effective solution can prevent the previous same issue from happening again, but the concept and processes for problem solving are similar to each other. Therefore, the records of problem handling are good reference for future readers taking advantage of the historical experience for new issues. With the help of the historical experience to enrich knowledge base, the values of experience can be expanded. Future researchers may refer to this article for his/her study in project management and quality issue handling for other products or fields.