摘要
業者在日愈競爭環境下，除進行產品研發外，另外良好之生產及品質管理作業則為維持良好品牌及顧客關係管理重要關鍵，本研究主要以國內生產沉水泵浦之業者如何進行生產及品質管理等議題進行深入研討，整理主要目的有以下幾點：
1、國內沉水泵浦廠商如何妥善進行生產管理作業?
2、國內沉水泵浦廠商如何導入品質管理系統進而提升競爭能力?
3、國內沉水泵浦廠商如何訂定生產及品質管理之產出績效指標?

有關研究方法，本研究則主要採取個案研究法，除了針對個案公司及相關客戶進行實地訪談外，另外輔以文獻資料分析法，廣採相關文獻資料來源以避免訪談中可能互動不良影響成果等問題。綜合個案探討結果，本研究主要有以下主要研究結論：
1、對於沉水泵浦廠商，主要可藉由建構完整之ISO品質管理系統來針對其包含訂單處理、訂單生產流程、生產製造排程、生產製造異常回饋及控制、以及生產資料收集與監督等妥善進行管理。
2、藉由導入ISO品質管理系統之P.C.D.A.持續改善流程有助於提升沉水泵浦廠商的生產績效、品牌形象及整體之競爭優勢。
3、相關沉水泵浦廠商可藉由訂定製程不良率、顧客滿意度及生產績效等指標來提升產出品質及競爭能力
關鍵字：沉水泵浦、生產管理、品質管理系統、顧客關係管理

A research on the production and quality management of Submersible Pumps inTaiwan- A case study of Company A
Wan-Cheng Chiu
Hsin-Hong Kang
Executive Master of Business Administration

Summary
The scope of the thesis aims about the domestic Submersible Pump firms, using the case study method. The thesis finds that it is good for a domestic Submersible Pump firm to have a good quality management system to help the operation management process and production performance. Therefore, the findings point out that a good quality management system such as ISO 9001 does help these Submersible Pump firms to enhance their Competitiveness and brand image, as well as the Customer Relationship Management in the long term.

Keywords: Submersible Pump, Operation Management, Quality Management, Customer Relationship Management

Introduction
Under the more and more competitive environment, the related firms of Taiwan should take product development and do great operation and quality management to maintain a positive brand image and good customer relationship management. The study aims at the domestic Submersible Pump industry and analyzes how to make the production well and do a good quality management. The main objectives of the thesis list as followings:
1.How do the domestic Submersible Pump manufacturers properly manage their production operation?
2.How do the domestic Submersible Pump manufacturers make a quality management system and enhance their competitiveness?
3.How do the domestic Submersible Pump manufacturers set output performance indicators of production and quality management?

Materials and Methods
The study mainly discusses the operation and quality management system for the Submersible Pump manufacturers. Company A had imported ISO 9001 system experience, so it refers to the relevant quality management program book of Company A , and related industry research or reports, the relevant government department forms and other secondary data, etc., using literature data analysis in order to avoid possible adverse interaction interview process, as well as to collect a lot of related literatures to improve the verifiability of this study and do a comparison, taking on in-depth case study analysis and discussion. So the main method of this thesis is case study of a domestic Submersible Pump firm- Company A. By the relevant literature, interviews of managers and about 40 customers of Company A are conducted to explore how company A learns from their customers to make a good brand image and product quality indicators. The thesis has the some major research findings as followings.

Results and Discussion
Observing company A experience of building up the quality management system, the introduction of ISO 9001 of PDCA spirit and positive cycle, from the senior management commitment to quality policies and every employee for building its unique quality management system, standard operating procedures, basic awareness training for each authorized personnel, regular review meetings, internal audits, management review meetings and annual fixed meetings. There is a rigorous, reliable, and continuous improvement of management tracking processes, thereby building its high output performance and good quality reputation of image, as well as for its pre-and after-sales service, delivery time all have a good control of the brand image. It also matches the need of the customers who most emphasize on these factors to make a good recycling effect. And for the customers, it is important to focus on the quality service, accurate delivery time and other service or technology factor; in addition, the price is the most important factor that the customers care about. So for related Submersible Pump manufacturers, how to further combine their standard operating procedures, add new product development in quality management, and reduce production costs are the issues the domestic Submersible Pump manufacturers could rethink about. The main research findings are listed as followings:
1.For a Submersible Pump manufacturer, constructing a complete operation management process and requirement is positive to the output results of its product quality.
2.For a Submersible Pump manufacturer, a good quality management system helps the production performance and enhances the brand image.
3.For a Submersible Pump manufacturer, it should pay attention to the relevant customer response, and thus enhance the quality of its output and its competitiveness.

 
Conclusion
From the findings of the case study, it points out that a good quality management system such as ISO 9001 does help these Submersible Pump firms to enhance their entire operation management, the competitiveness and brand image, and customer relationship management (CRM) in the long term. And from the results of the thesis, you could realize that for the Submersible Pump manufacturer, the price is one of the most important factors, and the related companies should be possible to make the manufacturing process be considered to balance both price and quality, or to take the best value for Price / Performance Ratio (C / P value). It means that for a Submersible Pump manufacturer that quality is not the only factor that the customers care about. So the related firms could set a high, medium and low three basic different prices to segment sales of different consumer groups, and strengthen the entire company's marketing force. In addition, it could start from the perspective of how these customers care about the technical indicators, develop better quality and prices to be more competitive, and continue to maintain the market leader position. Those are all the key issues for company’s future sustainable development.

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