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題名 | 應用六標準差提升補習班之服務品質--以臺北市個案文理補習班為例=The Improvement of Service Quality of Cram Schools by Using Six Sigma Techniques--A Case Study in Taipei Area |
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作者 | 陳慈慧; 張東孟; 鄭雅芬; | 書刊名 | 龍華科技大學學報 |
卷期 | 30 2010.12[民99.12] |
頁次 | 頁37-56 |
分類號 | 496.7 |
關鍵詞 | 六標準差; 服務品質; 特性要因圖; SERVQUAL 量表; IPA 分析; Six-Sigma; Service quality; Cause and effect diagram; Service quality scale; IPA; |
語文 | 中文(Chinese) |
中文摘要 | 近年來由於多元化的教育與少子化的衝擊下,促使補教業的興起,由教育部公布最新的全國補習班總數統計得知,台北市地區近十年來由原本775 家成長提升至2,769 家,約成長了3.57 倍,經上述可知,家長對孩子的教育逐漸重視。因此,補教業無不紛紛致力於滿足顧客需求以提升本身競爭力,而提升服務品質已成重要之關鍵因素。 從近期之研究成果發現六標準差 (Six-Sigma) 的導入在服務品質改善上有顯著的成效,故六標準差已成為國內外熱門的管理手法。透過使用六標準差系統,不但可提高公司利潤、節省成本、提高服務品質、擴大市場占有率、提高產業競爭力等。因此本研究以台北地區個案文理補習班為研究對象,結合六標準差DMAIC 步驟為工具,首先經由專家學者訪談瞭解補習班之服務品質,再利用問卷調查衡量顧客對服務品質之滿意度與重視度,透過重要性-程度分析 (Importance-Performance Analysis,IPA) 找出優先改善之項目,並繪製特性要因圖 (Cause and Effect Diagram) 將原因分析出後給予改善建議,最後建構出一套六標準差系統的績效模式,進而提升服務品質,滿足顧客需求。此個案分析結果證實六標準差確實可適用於提升服務品質績效,作為補教業者導入六標準差之參考依據。 |
英文摘要 | Recently, the impact of the pluralistic education system and low birth rate has made the cram schools booming. From the statistics announced by the Ministry of Education, there were about 775 cram schools in Taipei area around 10 years ago, and now it has risen to 2769, the growth is 3.57 fold. It¡s evident that the parents are focusing on children¡s education all the more. The cram schools have all tried their best to satisfy the need of the customers, so they can survive the competition, while raising the quality of their service has become a key factor. From the study results in recent years, we know that the introduction of the ¡six sigma¡ system has made great progress in terms of quality improvement; six sigma has been recognized as a hot management tool. Through the use of six sigma one can not only increase the profit of the company, it can save cost, raise the service quality, and enlarge the market share, and improve the compatibility of the enterprise. This study is focused on the cram schools in Taipei area, adopting six sigma and DMAIC steps as tools. First we invited academic professionals to give talks about the service quality of the current cram school system. We then used a questionnaire to investigate the client¡s satisfaction and rating of the importance of the system, followed by IPA analysis to find out the issues that need first be addressed. We also drew a cause and effect diagram to do analysis and then we gave suggestions. At the end, we developed a six sigma system achievement model to raise the quality of service and thus satisfy the customer¡s need. This study has proven that the six sigma system is optimal in studying the service quality and achievement. The study can serve as a good reference for the cram schools to consider introducing six sigma into their system. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。