以AHP層級分析法探討影響管理系統流程規劃評估之關鍵因素

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黃庭瑄(Ting-Hsuan Huang) 查詢紙本館藏

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工業管理研究所在職專班

論文名稱

以AHP層級分析法探討影響管理系統流程規劃評估之關鍵因素

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摘要(中)

本研究運用層級分析法和個案公司管理系統進行分析，目的在探討管理系統流程規劃的完善度。透過相關文獻整理，歸納出四大構面（文件化、異常處理、監測/量測、創新），建構了十一項具體的影響因素，並採用問卷調查、專家訪談以及層級分析法進行統計分析獲得各影響因素之權重，得出可用於評估管理系統流程完善度的整體架構。以個案公司為例，針對品質管理系統、環境管理系統與職業安全衛生管理系統進行實證研究。其結果顯示，文件化構面的評估較為完整，而創新構面的因素則較缺乏；而在品質、環境及職業安全衛生管理系統的流程規劃程度亦存在差異，以職業安全衛生管理系統規劃最為完善。整體而言，本研究的評估架構能夠針對不同的管理系統進行評估，進而提供跨組織、跨事業單位、跨管理流程的橫向評估比較，評估結果可作為組織改善的參考，有助於強化各系統流程規劃的完整性。

摘要(英)

This study employed the analytic hierarchy process and analyzed a case company′s management systems in order to investigate the completeness of the management system process planning. Through a review of relevant literature, four major dimensions (documentation, nonconformity handling, monitoring/measurement, innovation) were derived, and eleven specific influencing factors were constructed. A questionnaire survey, expert interviews, and the analytic hierarchy process were used for statistical analysis to obtain the weights of the various influencing factors, resulting in an overall framework that can be used to assess the completeness of management system processes. Taking the case company as an example, an empirical study was conducted on the quality management system, environmental management system, and occupational health and safety management system. The results showed that the assessment of the documentation dimension was relatively complete, while the factors of the innovation dimension were relatively lacking. Additionally, there were differences in the extent of process planning between the quality, environmental, and occupational health and safety management systems, with the occupational health and safety management system being the most complete in terms of planning. Overall, the assessment framework proposed in this study can be used to evaluate different management systems, thereby providing a horizontal assessment and comparison across organizations, business units, and management processes. The assessment results can serve as a reference for organizations to improve and help enhance the integrity of the process planning for various systems.

關鍵字(中)

★ 管理系統
★ 流程規劃評估
★ 影響因素

關鍵字(英)

★ Management System
★ Process Planning Assessment
★ Influencing Factors

論文目次

中文摘要 i
Abstract ii
誌謝 iii
目錄 iv
圖目錄 vi
表目錄 vii
第一章緒論 1
1-1 研究目的 1
1-2 研究動機 2
第二章文獻探討 4
2-1 ISO9001品質管理系統 4
2-2 ISO14001環境管理系統 6
2-3 ISO45001職業安全衛生管理系統 7
2-4 管理系統流程導向 9
2-5 品質管理系統影響流程績效與持續改善之因素 10
2-6 層級分析法 15
2-7 文獻小結 16
第三章研究方法 18
3-1 層級分析法與應用步驟 18
3-1-1 層級分析法之操作流程 18
3-1-2 決策問題描述與建構層級的結構 19
3-1-3 建立成對比較評估與矩陣 20
3-1-4 計算特徵向量與最大特徵值 21
3-1-5 驗證一致性 22
3-2 確定研究問題 23
3-3 文獻回顧列舉評估要素 24
3-3-1 文件化 24
3-3-2 異常處理 26
3-3-3 監控/量測 28
3-3-4 創新 30
3-4 建立層級架構 32
3-5 問卷設計 33
3-6 問卷回收與資料分析 34
第四章個案公司問卷分析與實證 35
4-1 LED照明燈具產業簡介 35
4-2 個案公司簡介 37
4-3 問卷結果分析 38
4-3-1 問卷彙整與一致性檢定 39
4-3-2 流程規劃評估準則因素之權重值分析 40
4-3-3 各項要因之權重值分析 40
4-3-4 整體權重分析 43
4-4 個案公司管理系統流程規劃評比 44
4-4-1 品質管理系統流程規劃評估 45
4-4-2 環境管理系統流程規劃評估 49
4-4-3 職業安全衛生管理系統流程規劃評估 53
4-5 個案公司管理系統流程規劃評估總結 58
第五章結論 60
5-1 研究總結 60
5-2 研究限制與建議 62
參考文獻 64
附錄 71

參考文獻

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指導教授

曾富祥

審核日期

2024-5-21

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