S. C. Chen

Evaluation of performance in introducing CE marking on the European market to the machinery industry in Taiwan

Purpose – Aims to assess the effect of European Union performance directives related to CE marking on the machinery industry of Taiwan.Design/methodology/approach – This paper adopts a questionnaire to collect information. By means of a statistical scheme, performance indices of importance and difficulty, which meet the directives requirement, are designated. The performance evaluation matrix presented by Lambert and Sharma is modified using an introduced standardized system.Findings – Management in the industry needs simply to locate the difficulty and importance of the directive on a performance matrix. Performance levels can be assessed and the strategy for improving the performance of CE marking established.Originality/value – Provides information on the best countermeasure that can be obtained to serve as a reference for the industry to introduce CE marking.

Applying Six-Sigma methodology in constructing the quick response of a case reporting system

The results from many poll surveys suggest that there is an increasing rate of Taiwanese who agree that ‘The social security is very bad’ and feel that ‘the social security is not so good’. The crime rate increases annually as the technology and techniques used by criminals advance. Under such conditions, the police administration system has reached the limit of its resources and police personnel have found themselves exhausted from heavy case loading. Nevertheless, the public still feel that ‘social security is not so good’ and their degree of satisfaction remains low. After reporting to the police department when threatened or being victimised, the anxious public would usually hope the police come to the crime scene as soon as possible. In fact, a lengthy interval from reporting time to arrival time, or the response time, may not only increase the dissatisfaction of the public but also result in a lost opportunity for criminal apprehension and case solving. Any task force or apprehension strategy taken afterwards will inevitably waste tremendous social resources. A further loss will be incurred to society should the criminals strike again. A shortened response time will increase public satisfaction and the case-solving rate as well as possibly decrease the time taken to solve the case. This study intends to solve the above problems by adopting the DMAIC process improving method of Six-Sigma, based on Georges (2002) concept. First, we will define the problems as well as the critical performance index. Next, we will measure the actual performance and analyse the root cause of the problems in order to present a related countermeasure to improve the present situation. Finally, a control mechanism will be established to maintain its exactness and stability after confirmation of the effectiveness of the countermeasure presented. Hopefully, this 119 case reporting system will both shorten the response time interval and the case-solving time, and increase the case-solving rate. In addition, therefore, it should achieve a high level of public satisfaction.

Capability indices for non-normal populations

Abstract Most of research work about the use of process capability indices (PCIs), which provide a numerical measure on whether a production process is capable of producing items satisfying the quality requirement preset by the customers, is based on the assumption of its process output being approximately normally distributed populations and PCIs for non-normal populations have been comparatively neglected always. In this paper, we first consider a new family of capability indices to cover non-normal populations and then develop a practical procedure for machinery Co., Ltd. application to compare them with other existing indices. Our results show that the new indices are more reasonable than other existing ones in measuring process capability. In addition, we also consider an estimation method to calculate the proposed new indices, which could measure the process capability ability better.

Quality performance analysis for the whole product family with multiple characteristics: apply the cooling pump as an example

Abstract The function of cooling pump is to release and cool off the heat caused by the operation process of cutting tools and their related cutting materials, through cooling oil cycle effects, therefore to avoid damage to the tools and their materials. Three quality characteristics of cooling pump: function, safety and energy-saving, must meet the requirement of CNS-5703 product safety standard. Through multi-process capability analysis chart, we can improve and control those poor qualities of various pump products. Process Capability Indices (PCIs) are powerful tools to study the process ability for manufacturing product that meets specifications. A larger process capability index implies a higher process yield, and lower expected process loss. In the past references based on Cp , Cpu , Cpl , and Cps , the approach of this research is to develop one integrated process capability analysis that can precisely measure product with larger-the-better and smaller-the-better multi-process, and nominal-the-best characteristics. However, Cps suffers from the weakness of being unable to reflect process biased. Therefore, the paper selects index Cpn to replace Cps . Meanwhile, an integrated PCI for the whole pump product family is proposed, and the relationship between the PCI and process yield is described. We could find and improve unusual quality of the pump product family by multi-process capability analysis chart.

Using Systematic Innovation Process to Improve the Manufacturing Technology of Platelet Agitators

This research took part in the research and development (R&D) and manufacturing processes of platelet agitator instruments at the W-ESPR Technology Company. First, two measurement indexes, the hazard probability and hazard severity, were used to evaluate all possible hazardous events drawn from ISO 14971 (the quality management of medical devices regulations) in the R&D and manufacturing processes. All possible hazardous events were then sifted to find potential hazardous events. Second, these two measurement indexes were combined into a complex risk index to identify the key hazardous events from the potential hazardous events. Third, this study then used the contradiction matrix theory of TRIZ to search for problem solutions for the key hazardous events. Finally, the Taguchi quality engineering method was used as a reference for imported platelet agitators to solve the key hazardous events. Using the systematic procedure proposed in this research, W-ESPR Technology Company developed high quality platelet agitators which were adopted by the Taiwan Blood Donation Center.

The Application of Six Sigma to Enhance Product and Service Quality in Internet Marketing

The Six Sigma quality control systems may be used to enhance consumer satisfaction with products and services on the Internet. This study applies the methodology in five steps: design, measure, analyze, improve, and control. First, we conducted a consumer acceptance survey, then we constructed a product quality matrix to determine whether any product or service is considered defective. Using a cause-and-effect diagram, we identified the major causal categories of consumer dissatisfaction, prioritized product improvement targets, implemented a holistic analysis of the defective service, and generated specific strategies. We also initiated concrete improvements to the defective products and services, established standard operating procedures and a knowledge management system to standardize operations and maintain long-term control.

Capability evaluation for a product family composed of unilateral and multi-process quality characteristics

Abstract Quality is a key indicator for customer’s satisfaction on a product or service. It is also one of the most important factors that a customer takes into account in making selection among competing products and services. Generally, a product is featured by many quality characteristics on performance. A product family is composed of numerous types of products. Customers are satisfied when all performance quality characteristics of an entire product meet the preset specification. Obviously, neither unilateral process capability nor multivariate process capability indices can fulfill the above requirements. Therefore, this study will propose a novel process capability index, which exhibits one-to-one mathematical relation with process yield. Meanwhile, the relationship between six-sigma quality level and capability index will be discussed. In addition, the study will also evaluate the quality of a multi-process product with numerous unilateral specifications. Furthermore, because of the difference in production volume for the products of every type, an index based on the weight of production volume of individual product will be developed so that the product quality of the entire product family can be evaluated.

Construct the PZB service quality performance model measured — an example of tourism industry in Taiwan

Abstract At present, there are a lot of manufacturing industries in Taiwan have outside moved to those countries with cheaper cost of labor. Therefore, the focus of manufacturing industry is transferred to service sector gradually. For the tourism industry has grown very fast and its productivity has been so high among service sector that being the ‘high added value industry without chimney’ which can consider economy and environment at present. Because the tourism industry is classified to service sector with such features as invisible, can not be stored and service quality determined during trading process (i.e. production and consumption are inalienable), it is necessary to measure service quality. In the past, relevant papers mostly measured and analyzed cognitive satisfaction after consuming for the customer. However, the satisfaction of service quality should be set up the gap between expectation degree before consuming and cognition degree after consuming. Therefore, this paper would consider expectation degree before consuming and cognition degree after consuming by the methodology applying 6-Sigma with DMAIC (Define, Measure, Analyze, Improve and Control) and performance evaluation matrix to construct the index for whole satisfaction with tourism industry and then integrate with the importance of each service quality in order to develop the control chart for whole satisfaction. For the items of service quality outside 2-Sigma, we would construct the strategy to improve by cause and effect diagram. Finally, we would make questionnaire investigation and construct the control chart for whole satisfaction once again in order to confirm the performance for improvement as well as keep the improving performance. Through the analysis and measurement model proposed by this paper, the services can make integrated measurement and analysis for importance of service quality, expectation degree before consuming and cognition degree after consuming in order to find out key unusual quality needed to improve and control while improve the whole satisfaction fast and effectively.

Determining optimal print layout for best reading performance in Chinese

The purpose of this research is to evaluate the effects of Chinese print layout on reading performance. Reading performance is defined in this research as the integration of two quality characteristic values: reader speed of reading and the level of comprehension of printed text materials. The results of the research can be used to determine what print format facilitates optimum reading performance. For this research, previous studies were first used to define the factors affecting reading performance. Based on these studies, it was determined that the factors are text–direction arrangement, block arrangement on the page, font size, line spacing, and the age of the readers. Next, a fractional factorial experiment was conducted utilizing Taguchi Quality Engineering Methods — an L18 (21 × 37) design. Finally, a performance-management matrix was applied to determine and analyze the optimal combination of reading-performance factors and levels. The study found that optimal reading performance was realized with text printed horizontally in two blocks per page, in an 11–point size, with line spacing at an exact height of 1.5 times the font size in Microsoft Word, and read by readers in the 21–to–60–year–old age range. The results of the survey may be useful as reference for those who design print formats for Chineselanguage newspapers, magazines, and professional journals.