品質管理(Quality Management)，一般而言是指為了保障及改善產品品質使其達到一定的水準，所進行的各種相關的管理活動。而現代講求的品質管理不僅僅包括在製品在生產現場所進行的各種品質方面的檢查工作，還包括了在非生產性的部門為了要提高其業務執行的品質而進行的整體性品質管理
。品質管理現在已經被定義成為一種致力在所有組織中實現持續改善的功
能並實現公司水準的管理理念。
另外，管理大師彼德•杜拉克(Peter Drucker)曾經說過很少有其他要素如組織的績效衡量指標這麼重要，許多的企業都需要且渴望對現行組織的績效能夠進行客觀且有效的衡量。而平衡計分卡正是一套細心挑選的策略衡量工具
，是組織主管對其員工及其他的利害關係者，傳達投資的成果並驅動績
效，來達成最終的任務及策略目標。
本研究對象為某TFT-LCD Display製造商之後段模組生產工廠，先利用其製程PFMEA管控表由製程品質管控小組針對製造階段重要改善項目進行QFD品質機能之展開，接下來進行其績效衡量系統之建構，先列出平衡計分卡各構面的相關衡量指標，藉由專家訪談調查了解經營管理階層最重視的關鍵指標，並由製程品質管控小組討論定義出重要品質管控項目和關鍵績效指標間的關連性，最後再利用問卷調查及AHP層級分析法找出各構面及各栺標之重要性權重，以利針對該個案公司提出管理建議。本研究希望藉由平衡計分卡的導入並使用層級分析法分析後可提供給個案公司檢視在品質要項和績效衡量指標間之關係，了解其重要性之結果並提供修正策略的方向。

The research reviewed relevant literature both in Taiwan and abroad and used a LCD factory of a domestic TFT-LCD panel manufacturing company as a case study. The investigation aims to identify key items in the quality management and control system of LCM manufacturing define performance measurement indicators, as well as determine correlation among items and indicators and their priorities, so as to make performance measurement more complete and practical.
The framework of the research will first established the quality house of developing quality function to the case company. Then list relevant measurement indicators for each dimension of the balanced score card and then find the key indicators valued by management level mostly, as well as define the key quality management and control items in PFMEA. Finally, it utilizes the AHP analytic hierarchy process to find relevance and priority of each dimension and indicator, and analyzes the differences in research results between the supervisor and staff teams, so as to propose management suggestions for the case company.

一、英文文獻
Akshay, K. & Ashraf W. L. (2004). Applying Quality Function
Deployment for the Design of a Next-Generation
Manufacturing Simulation Game. Int. J. Engng
Ed, Vol. 20, No. 5, 787-800
Alexandre, P. & João, M. C. (2008). The Impact of Quality
Management on Profitability: An Empirical Study. The
Flagship Research Journal of International Conference of
the Production and Operations Management Society, Vol. 1,
No. 1, 66-77
Ali, B.J. (2013). The Effect of Quality Management
Practices on Organizational Performance in Jordan: An
Empirical Study. International Journal of Financial
Research, Vol. 4, No. 1, 93-109
Ali, N., Habibollah, J., Sadra, R. & Ali, A.T. (2011). The
Effect of Quality Management and Participative Decision-
Making on Individual Performance. 2011 International
Conference on Information Communication and
Management, IPCSIT, Vol.16, 83-87
Arawati, A., Mhd, S. A., & Jaafar, M. (2009). An Empirical
Investigation on the Impact of Quality Management on
Productivity and profitability: Associations and
Mediating Effect. Contemporary Management Research, Vol.
5, No. 1, 77-92
Asma, M. A. B. (2006). The Analytic Hierarchy Process: A
Methodology for Win-Win Management. JKAU: Econ. & Adm.,
Vol. 20, No. 1, 3-16
Azeem, A., Magnus, G. & Aamir, S. (2010). Limitations of
the Analytic Hierarchy Process Technique with Respect to
Geographically Distributed Stakeholders. World Academy of
Science, Engineering and Technology, 45 2010, 111-116
Didik, W., Moses, L. S. & Patdono, S. (2012). Impact of
Quality Management Practices on Bu Performance: A
Research Model Development. International Conference on
IML 2012, 289-294
Eshan, S. J. (2012). A Case Study on Quality Function
Deployment (QFD). IOSR Journal of Mechanical and Civil
Engineering, Vol. 3, Issue 6, 27-35
Fred, A.F. (2012). Impact of Quality Management Practices
on the Performance and Growth of Small and Medium Sized
Enterprises (Smes) in Chana. International Journal of
Business and Social Science, Vol. 3, No. 13, 1-13
Gholamreza, J., Ali, N. A. & Abdolazim, M. (2010). A
quality function deployment approach to HR strategy
formation and prioritization: Meeting client satisfaction
in service organizations. Africa Journal of Business
Management , Vol. 4, No. 16, 3513-3521
Jan, L. R. (2006). An Integrated Balanced Scorecard
Strategic Planning Model for Nonprofit Organizations.
Journal of Practical Consulting, Vol. 1, Issue 1, 25-
35
John, D. K. & Dan, S. (2007). Use Analytic Hierarchy
Process For Project Selection. Six Sigma Forum Magazine ,
August 2007, 22-29
Khaled, M. H., Abd Elbaset, A. H. & Mostafa, M. K. (2010).
The Multiplicative Analytic Hierarchy Process (MIAHP) as
a Quality Criterion Determining the Technological Value
of the Egyptian Cotton Varieties. American Journal of
Plant Sciences, 2010, No. 1, 106-112
Khomba, J. K., Vermaak, F.N.S. & Gouws, D.G. (2011).
Redesigning an innovation section of the Balanced
Scorecard model: An African perspective. Southern
African Business Review, Vol. 15, No. 3, 1-20
Chin, K. S., Wang, Y. M., Yang, J. B. & Ka Kwai G. P.
(2009). An evidential reasoning based approach for
quality function deployment under uncertainty. Expert
Systems with Applications, 2009, No 36,5684–5694
Mahaptra, S.S. (2013). Design of Office Chair: A Quality
Function Deployment Approach. Advanced Materials
Manufacturing & Characterization, Vol 3, Issue 1, 131-136
Margarita, I. (2008). The Balanced Scorecard Method : From
Theory to Practice. Intelektine Ekonomika Intellectual
Economics, 2008, No. 1, 18–28
Maria, N.P-A., Rui, S., & Javier, L.M. (2009). Quality
management practices as a forerunner of absorptive
capacity. An empirical study. Investment Management
and Financial Innovations, Vol 6, Issue 3, 264-272
Matthew, J. L. & Robert, L. N. (2007). The analytic
hierarchy process in medical and health care decision
making: A literature review. European Journal of
Operational Research, 2008, No 189, 194–207
Max, H., Paul, J.S., Arron, S. F. & Richard, A. R.J.
(2012). The balanced scorecard: Sustainable performance
assessment for forensic laboratories. Science and
Justice, 2012, No 52, 209–216
Michael, M., John, G. W. & Michael, J. F. (2008).
Implementing A Balanced
Scorecard In A Not-For-Profit Organization. Journal of
Business & Economics Research , 2008, Vol. 6, No. 9, 67-80
Petr, S. & Andrea, C. (2011). Balanced Scorecard and
Compensation. International Conference on Business and
Economics Research IPEDR , 2011, Vol.16, 42-46
Pregiwati, P., Kazem, A. & Luong, L. (2013). Integrating
Environmental Requirements into Quality Function
Deployment for Designing Eco-Friendly Product.
International Journal of Materials, Mechanics and
Manufacturing, Vol. 1, No. 1, 80-84
Robert S. Kaplan. (2010). Conceptual Foundations of the
Balanced Scorecard. Harvard Business School, Harvard
University Samir, G. & Subrata, M. (2006). Measurement of
Corporate Performance Through Balanced Scorecard : An
Overview. Vidyasagar University Journal of Commerce, Vol.
11, 60-70
Sonam, K., & Jitendra, S. (2013). From Conception to
Creation -Quality Function Deployment in Health Sector.
Mathematics and Computers in Contemporary Science, 84-89
Tanmoy, C., Tamal, G., ＆ Pranab, K. D. (2011). Application
of Analytic Hierarchy Process And Heuristic Algorithm In
Solving Vendor Selection On Problem. Business
Intelligence Journal , 2011, Vol.4, No.1, 167-177
Thomas, L. S. (2008). Decision making with the analytic
hierarchy process. Int. J. Services Sciences, Vol. 1, No.
1, 83-98
Vidosav, D.M. & Valentina, D.M. (2012). Researches Of The
Impact Quality Management Principles On Integrated
Management System Practices In Serbia. ACTA Technical
Corviniensis – Bulletin of Engineering, 2012, January-
March,143-149
Xiaosong, Z. & Petri, P. (2007). Improving Mobile Services
Design : A QFD Approach. Computing and Informatics, 2007,
Vol. 26, 369–381

二、中文文獻
水野滋、赤尾洋二. (2005).品質機能展開法—如何有效掌握顧客需求. 先鋒
企管,桃園縣
李焙偉、時台華、賴美嬌. (2011). 醫院導入平衡計分卡影響因素之探討., Journal of Commercial Modernization,Vo1.6, No.2, (2011), 213-228
吳淑鶯、鄒欣宜. (2008). 應用平衡計分卡觀點建立網路行銷績效評估指標
與關係模式－以旅行社為例. Commerce & Management Quarterly, Vol. 9,
No.4, 443- 464
林士彥、鄭健雄. (2009). 以平衡計分卡觀點探討休閒渡假旅館績效指標－應
用模糊層級分析法. 品質學報,Vol. 16, No. 6 (2009), 441-458
林文燦、戴玉娟、林峻正、詹勳峰. (2004). 將品質機能展開導入人事管理診
斷之探討. Journal of Management & Systems, Vol. 11, No. 3, July 2004, 387-
408
保羅 尼文, (2009). 平衡計分卡最佳實務—按部就班，成功導入. 商周出版,
台北市
陳文亮、褚翊岑、蔡雅玲、張旭銘. (2011). 以品質機能展開建構組合式情境
家具需求與產品設計. Journal of Professional Mechanical Engineers,
2011,Vol. 4, No.1, 4-9
陳文亮、李佳頤. (2010). 應用品質機能展開法於鎖匙設計之研究. 工業設
計122, 第三十八卷 第一期,69-74
陳世宗. (2005). 層次分析法在企業價值評估之運用與實證探討. 國立空中大學
管理與資訊學系管理與資訊學報,民94,10 期,87-113
陳國嘉、王裕文、方顯光. (2011). 平衡計分卡之規劃與設計一以台北捷運公
司為例. 全球管理與經濟,第七卷第二期, 56-72
黃士滔、粘銘訓、張又升、游輝懋、羅際筠. (2009). 品質機能展開與灰關聯
分析之應用－以嬌生ACUVUE®隱形眼鏡為例. 工程科技與教育期刊,
第六卷 第四期, 359-373
黃永東、鄭景安、包珀誌. (2007). 整合QFD和TRIZ在綠色創新産品設計之探
討. 品質月刊, 2007年第三期, 23-26
劉順仁. (2004). 論平衡計分卡的最新發展及其在公共部門的應用. 國家政策
季刊, 第三期 第二卷, 79-106
劉說芳、李雁隆、高鳳如. (2012). 基於QFD與FMEA 的TFT-LCD工業包裝設
計研究. 設計學報,第17卷第4 期,63-77
蔡宗佑、林谷鴻. (2006). 應用平衡計分卡探討高科技光電產業的營運績效及達成組織目標的效能評估－以個案公司（背光模組廠）為例. 工程科技與
教育學刊, 第三卷 第二期, 210-226