電子制造業(yè)供應(yīng)商服務(wù)品質(zhì)之探討

1、電子製造業(yè)供應(yīng)商服務(wù)品質(zhì)之探討指導(dǎo)教授：郭倉義博士學(xué)生：陳靜蕓學(xué)號：M974012022一. 研究架構(gòu)二. 文獻出處資料來源:l N. SETHy, S. G. DESHMUKH*z and P. VRATx ,“SSQSC: a tool to measure supplier service quality in supply chain” ,Production Planning & Control, Vol. 17, No. 5, July 2006, 448463l Dickson, Gary W.(1966).”An Analysis of Supplier Selecti

2、on Systems and Decisions”, Journal of Purchasing, vol.2.pp.5-17.三. 抽樣計畫發(fā)給公司供應(yīng)商問卷一百二十份分配如下:公司部門問卷份數(shù)工程30份品保30份採購30份物料(物控,倉管)30份四. 原始問卷與本研究之新設(shè)計的問卷對照表原始問卷內(nèi)容本研究修訂後內(nèi)容Service Reliability服務(wù)可靠性Reliable delivery of product/servicesSR-1供應(yīng)商產(chǎn)品或服務(wù)交期是否可靠Correct quantity at right timeSR-2供應(yīng)商是否即時提供正確的量Maintains conf

3、identiality in operationSR-3供應(yīng)商運作是否保持機密Quick solutions to failures and complaintsSR-4供應(yīng)商對失敗與抱怨是否能快速解決Credibility可信賴性Employees have positive attitude towards organizationC-1供應(yīng)商員工是否對組織有正面的態(tài)度Honesty of supplier in operationsC-2供應(yīng)商運作是否正直Strong market reputation of the supplierC-3供應(yīng)商市場聲譽是否良好Innovativenes

4、s in operationC-4供應(yīng)商操作上是否創(chuàng)新Service Competence服務(wù)勝任Knowledge/skills to perform as per your organisations requirementsSC-1供應(yīng)商具備的知識與技術(shù)是否符合需求Proper understanding of your work by supplierSC-2供應(yīng)商是否能適當理解工作內(nèi)容Consistency in quality of product/services deliveredSC-3供應(yīng)商產(chǎn)品或服務(wù)傳送的品質(zhì)是否一致Easily approachable and at c

5、onvenient locationSC-4供應(yīng)商是否容易聯(lián)繫與位在便利的地區(qū)Right tools/equipment with the supplierSC-5供應(yīng)商是否有適當?shù)墓ぞ吲c設(shè)備Good and technically competent employee base at suppliers end SC-6供應(yīng)商員工是否優(yōu)秀及具有技術(shù)上的能力Intra-organizational Communication內(nèi)部組織溝通Fast response to your organisations workIOC-1供應(yīng)商組織運作回應(yīng)是否快速Faster communication f

6、rom employees at supplier end towards progress/feedbackIOC-2供應(yīng)商員工在進行與反饋上是否能快速溝通Promptness in actionIOC-3供應(yīng)商行動是否敏捷Information sharing by the supplierIOC-4供應(yīng)商是否願意知識分享Service Flexibility服務(wù)彈性Flexibility to change as per requirementsSF-1供應(yīng)商需求改變是否有彈性Excellent terms and conditionsSF-2供應(yīng)商交易條款及條件是否優(yōu)惠IT use i

7、n its operationsSF-3供應(yīng)商運作上是否使用資訊科技Financial Trust財務(wù)信任Timeliness in operationFT-1供應(yīng)商運作是否及時Supplier trustworthiness in operationsFT-2供應(yīng)商操作是否具有可靠性Financial strength of the supplierFT-3供應(yīng)商是否有財務(wù)實力Minimum price charged for the product/serviceFT-4供應(yīng)商產(chǎn)品與服務(wù)是否收取最少的費用Customer Satisfaction客戶滿意度貴公司對供應(yīng)商的服務(wù)是否感到滿意。貴公司對業(yè)務(wù)的服務(wù)是否感到滿意。貴公司對供應(yīng)商的產(chǎn)品品質(zhì)是否感到滿意