問題建構與品質改善之系統觀: D-FMEA執行之前後
李亭林、許興源
摘要
當前全球化的競爭環境中，客戶對品質、成本、服務和及時交付的要求變得非常挑剔和謹慎。品質和可靠性更是顧客滿意度的重要關鍵因素。在產品開發過程中，品質管理與改善的方法很多，但多為事後改善的對策方法，倘若能在事前預防，其品質損失將可大幅降低，而其中的D-FMEA(Design-Failure mode and effects analysis, 設計階段-失效模式與效應分析)正是最佳工具之一。本文始於一個X家電公司，因為營業額停滯不前、新品上市設計不佳，加上競爭產品的追趕，因此，試圖運用系統思考來關注公司整體(包含生產、品管、研發設計、銷售等部門)的動態過程，找出公司營運之因果關係互動變化，希冀建構出X公司品質結構的關鍵優先問題。之後再利用D-FMEA來達成品質優化的目的。整個研究過程全部由X公司內部組成的團隊實地操作實驗。 本研究結果確認1.營業額停滯不前，最首要的改善槓桿點是研發設計問題; 2.D-FMEA確實可達成事前發現與防止的功能，且風險優先指數(Risk Priority Number, RPN)成功地針對優先對應項目降低一半以上；3.導入D-FMEA可成功節省成本約80萬; 4.開發週期縮短至4個月內，且能快速檢討及收斂問題點。整體而言， D-FMEA可有效預想問題點的發生及對策，或針對已發生之問題給予明顯的對策，徹底防止問題再發。如此可有效加大與競爭對手的差異化，並提高獲利能力。本文最大的貢獻在於導入系統觀，並重建D-FMEA的實施流程。
關鍵詞：系統思考、失效模式及效應分析、風險優先指數
Systematic Viewpoint of Problem Construction and Quality Improvement – Before and After Employment of D-FMEA
LEE, Ting Lin and Hsu, Hsin-yuan
Abstract
In the contemporary global competitive environment, customers have become extremely fastidious and cautious about the requirements of quality, cost, services, and on-time delivery. Quality and reliability are the key factors of customer satisfaction. In the process of product development, there are various approaches to quality management and improvement, but most of them are measures for after-the-event improvements. If the situation prevents in advance, the quality loss could be reduced significantly, among which D-FMEA is one of the best tools. This article underway owing to an X home appliance company which has stagnated turnover, poor design of new products, plus catching up by competitor. Therefore, this article attempts to apply systems thinking, which focuses on the company as a whole dynamic process (including production, quality control, research and development, design, sales, and other departments) and intends to find out the cause-and-effect of company's interactions and changes among company operations. Thus, the article hopes to construct the key priorities for X company’s quality structure. Then D-FMEA is applied to achieve the purpose of quality optimization. Company X team conducting field experiments steer the whole research process. The results of this study confirm the following: 1. The most important key improvement lever point for the stagnant turnover in R&D and design. 2. D-FMEA can indeed achieve the function of pre-discovery and prevention, and RPN(Risk Priority Number) successfully reduces the priority corresponding projects by more than half; 3. Importing D-FMEA could save on costs by up to $800,000 4. The development cycle can shorten to 4 months, and the problems could be reviewed and solved quickly. Overall, D-FMEA could predict the occurrence and countermeasures of problems effectively, or provide clear strategies for the problems that have occurred, to completely prevent the recurrence of the problems. D-FMEA could effectively increase the differentiation from the competitors and enhance profitability. The biggest contribution of this paper is to introduce the viewpoint of systems thinking and rebuild the implementation process of D-FMEA.
Keywords: systems thinking (ST), Failure mode and effects analysis (FMEA), Risk priority number (RPN)
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