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The Study of Criteria Weight for Taiwan National Quality Award by Fuzzy Hierarchical Analysis
Li, Shao-Chang,Fu, Hsin-Pin The Korean Society for Quality Management 2006 The Asian Journal on Quality Vol.7 No.2
In this paper, fuzzy hierarchical analysis (FHA) is used to explore the process by which the criteria weights of the Taiwan National Quality Award (TNQA) are assigned by TNQA committee members. Each member is allowed to employ fuzzy scales in place of exact scales. Each pairwise comparison of criteria is made through a questionnaire from each TNQA committee member. The membership function of trapezoidal fuzzy numbers is introduced to specify TNQA committee members' intentions. After FHA, the reasonable range of each criterion weight of TNQA is determined. The current criteria weights of TNQA are properly verified.
Customer Knowledge Management--A Case Study of Taiwan's Plastic Industry
Ho, Yung-Ching,Fu, Hsin-Pin,Niu, Chun-Fa,Chien, Pei-Hsiang The Korean Society for Quality Management 2004 The Asian Journal on Quality Vol.5 No.2
This paper investigates customer knowledge management activities of Taiwan's plastic industries. The results demonstrate that the bulk of customer knowledge comes from data related to customer purchase orders and complaints. Furthermore, marketing, production, and research and development are the main departments that developed and reuse customer knowledge. The benefits derived from knowledge management for enterprises do not vary with the position of the vendor on the business scope. In addition, the benefits derived by customers from knowledge management are directly related to the benefits gained by the five major business functions, while the benefits derived from the customer knowledge management are also directly related to customer satisfaction. Summarizing the above results, an Acquisition-Development-Reuse (ADR) model is proposed and can provide the enterprises with a systematic reference model when the business attempts to construct a customer knowledge management system.