瞭解「顧客的需求」以及「顧客對你的工作是否滿意？」，乃企業持續改善與精進的重要課題。而傳統企業內部衡量品質管制部門的績效，主要以異常的檢出、預防與改善等相關指標為主。對於服務功能層面，極少列入衡量與評估，更鮮少站在使用者的角度來進行評估。

因此，本研究希望藉此探討企業內部顧客對於主要以服務性質功能導向的品質管制執行部門，其各項封裝製程檢驗服務品質的狀態，以瞭解其服務品質在下工程顧客心中的屬性狀況與滿意程度，期望可以從中獲得改善之參考與建議，以提升個案公司品質管制部門之服務品質水準。希望同時藉此亦可妥善地進行其管理資源的相關配置與應用，以減少成本的浪費，進而增進營運管理效率並促進部門績效，最終藉以提高企業獲利。

本研究運用二維品質模型（Kano Model），進行封裝製程檢驗服務品質項目的二維屬性歸類並針對各種分類變數進行交叉分析，探討是否有顯著差異之處。接著運用計算出之兩項顧客滿意度係數，構建顧客滿意度係數矩陣圖，以瞭解其服務特徵如何影響顧客滿意度。其次，運用重要-表現程度分析法（Important-Performance Analysis，IPA） 構建重要度及滿意度矩陣圖，以瞭解各個封裝製程檢驗服務品質項目的重要度與其實際成效狀況，進而提出改善對策。最後，結合 Kano Model 及 IPA 探討提供個案公司各個封裝製程檢驗服務品質項目的績效狀況，期望在瞭解其成效狀況下，同時考慮其二維品質屬性狀態及滿意度係數，以供個案公司品質管制部門，作為其改善的優先順序建議參考。

關鍵字：製程檢驗、服務品質、二維品質模型、重要-表現程度分析法

Understand "Customer Needs" and "Does customer satisfy about your work?" are important topics for continuous improvement for all firms. However, the internal measurement of quality-related performance indices in traditional companies are basically focused on abnormality detection, prevention and improvement. Service function-oriented indices are rarely seen for evaluating the performance from the user's point of view.

In order to understand the satisfaction for customers, and obtain the suggestions to improve and evaluate the service level of Quality Control department. This study investigates the service quality performance of assembly process inspection for service function-oriented executing department internally. It’s expected that the cost can be reduced by conducting resource management and allocation efficiently and the performance of business operation cane be improved to gain profit ultimately.

This study applies Kano Model to explore and classify the service quality features in the assembly process inspection, and discusses the difference between the user’s expectation and satisfaction based on Important-Performance Analysis (IPA). Based on two customer satisfaction coefficients calculated from the Kano questionnaires, two-dimensional graph can be constructed to understand how the service features affect customer satisfaction. Then, an Important-Performance matrix can be established to understand the importance and actual performance status of each process inspection feature. Finally, combining the results of Kano Model and IPA with two-dimensional properties status and satisfaction coefficients, several guidelines with their improvement are made for the case company as a reference.

Keyword：Process Inspection, Service Quality, Kano Model, Important-Performance Analysis.

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