The diagnosis and improvement of TQM implementation in semiconductor industries

Transcription

1 Afrca Joural of Busess Maagemet Vol. 4(6), pp , Jue 00 Avalable ole at ISSN Academc Jourals Full Legth Research Paper The dagoss ad mprovemet of TQM mplemetato semcoductor dustres Tsu-Mg Yeh * ad We-Tsa L Departmet of Idustral Egeerg ad Techology Maagemet, Dayeh Uversty, Tawa, R. O. C. Departmet of Idustral Egeerg ad Maagemet, Natoal Ch-Y Uversty of Techology, Tawa, R. O. C. Accepted 9 May, 00 Total qualty maagemet (TQM) mproves product/servce qualty, creases customer satsfacto ad mproves compettveess. However, experece shows that there s low successful rate. Few eterprses agree that they have successfully mplemeted TQM. A adequate uderstadg of the techques ad sutable objectves of the TQM mplemetato ot oly causes problems or sub-par performace but also drves excess cost for busesses. Wth ths md, a V-shaped performace evaluato model s proposed to exame the mplemetato performace of TQM practces. By ths model, a compay ca dagose the effectveess ad effcecy of TQM practces by cosderg the level of mportace, the level of easess to mplemet ad the level of accomplshmet of each TQM practce. The mplemetato of TQM the semcoductor dustry Tawa s vestgated. Practces detfed as the oes eed to mprove are put to House of Qualty (HOQ) ad correspodg mprovemet actos are proposed for maagers to ehace the effectveess ad effcecy of TQM mplemetato. Key words: Total qualty maagemet (TQM), semcoductor dustry, V-shaped performace matrx, house of qualty (HOQ), performace evaluato. INTRODUCTION I recet decades, developmets varous dustres have focused o productvty, wth dscusso topcs focusg o cost, delvery dates, elastcty, etc. (Hammer ad Champy, 994). Recetly ad gradually, qualty has come to be more respected, ad costat qualty mprovemet has bee postulated to play a key role successful performace today s global marketplace (Powell, 995; Prybutok ad Cutshall, 004; Yag, 004; Mele ad Coluco, 006; Stalakshm, 007). Wth ths md, compaes costatly troduce methods of qualty mprovemet. Specfcally, total qualty maagemet (TQM) has ot oly have bee dscussed ardetly but have also bee used to secure a compettve advatage. (Wthers et al., 997; Nlsso et al., 00; Cha ad Quaz, 00; Martíez-Costa et al., 008). TQM may be more mportat for compaes that use more advaced techologes ad that deploy more effectve qualty maagemet systems, such as frms *Correspodg author. E-mal: [email protected]. semcoductor dustry. However, due to a suffcet uderstadg of the techques ad objectves of TQM, may busesses ecouter problems or suffer from egatve performace ad cost overrus (Yag, 006; Warwood ad Roberts, 004). A systematc method s eeded to help maagers evaluate the performace of TQM mplemetato ad the take mprovemet actos to effectve ad effcet TQM practces. Frst, two set of performace cotrol lmts are proposed based o mportace-easess level ad mportace-accomplshmet level of TQM practces. These two set of cotrol les costtute a V-shape, therefore, the mplemetato performace evaluato method s called V-shape performace matrx. The V- shape performace matrx was desged to determe whether ay TQM practce mplemetato s effectve or effcet. We the assocated TQM practces that were out of the performace cotrol les wth mprovemet actos wth house of qualty (HOQ) to sort out crtcal mprovemet actos. The easy-to-use performace evaluato method ca help to maagers dagose the effectve ad effcet TQM practces

2 096 Afr. J. Bus. Maage. ad the prortze mprovemet actos wth the commo method, HOQ, to mprove TQM mplemetato. The rest of the paper s orgazed as follows. We descrbe the TQM. V-shape performace matrx s proposed for TQM mplemetato dagoss s preseted ext secto, followed by TQM mplemetato performace evaluato semcoductor dustry. We the propose a mprovemet method by lkg effectve ad effcet TQM practces ad correspodg mprovemet actos. Coclusos are gve accordgly. TOTAL QUALITY MANAGEMENT As a qualty mprovemet tool, TQM has spred umerous studes ad has led to multple practcal applcatos recet years. By 970, Japaese dustry had become as compettve as Amerca dustry - or eve more so - by successfully applyg Compay-Wde Qualty Cotrol (CWQC) (Powell, 995). I 980, the cocept of CWQC was smlarly appled Amerca compaes; at the same tme, TQM was quckly adopted as a qualty maagemet tool (Yag, 004). Authors who were spearheadg TQM research, lke Demg, Jura ad Crosby, proposed dfferet TQM cocepts. Demg troduced the fourtee crtera of TQM to emphasze ther mportace for leadershp ad to reduce varato orgazato processes. Jura focused o qualty plas, cotrol ad mprovemet, whle Crosby advocated usg qualty mprovemet to reduce costs (from Galper ad Ltuchy, 999). Dea ad Bowe (994) cocluded that TQM volved three cocepts: customer focus, cotuous mprovemet ad teamwork. As a qualty maagemet phlosophy, TQM s used to esure customer satsfacto ad eve to surmout customer expectatos va multple types of qualty actvtes (Dea ad Bowe, 994; Ugboro ad Obeg, 000; Cha ad Quaz, 00; L et al., 008). Most research to date has cofrmed the fluece of TQM o compay performace ad has show a postve relatoshp wth performace or customer satsfacto (Terzovsk ad Samso, 000; Hedrcks ad Sghal, 00; Hasso ad Erksso, 00). Over the last two decades of TQM developmet, researchers wth multple dfferet vewpots have dscussed the fluece of varous factors o TQM, cludg orgazato ad cultural dffereces (Galper ad Ltuchy, 999), the overall operatoal performace of the orgazato (Lau ad Idrs, 00), the effcecy of the orgazato (Fok et al., 00), ad the choce of maagemet cosultg optos (Sarem et al., 009). Because the term qualty has such a extesve ad vared set of meags, drector usually be cofused by the defte meag whe they executed (Dea ad Bowe, 994; Shelds, 999; Stalakshm, 007). TQM ca udoubtedly mprove frm performace, but t has a cosderable falure rate terms of actual executo. Bak (99) cocluded that 80% of Eglsh compaes faled to atta the expected beefts whe they troduced TQM. Furthermore, Jacob (993) ad Hubak ad O Doell (996) both reported that about two-thrds of compaes the U.S. met wth dffculty or eve falure whe they tred to troduce TQM. We fd smlar results may other reports (Joseph et al., 999; Noc ad Tolett, 000; Sureshchadar et al., 00). I ths cotext, substatal research efforts have attempted to explore the dffculty of mplemetg TQM or the reasos for ts falures. Hellste ad Klefsjö (000) coclude that TQM s a vast poorlydefed cocept that s lked wth vague descrptos; the executor ofte caot uderstad the full meag of a gve TQM cocept. Most relevat studes metoed t s dffcult to mplemet TQM ad the key factors for mplemetato. However, few prevous studes proposed how to evaluate TQM mplemetato performace ad how to mprove effectve ad effcet mplemetato. Ths study ams to fulfll ths academc gap. We try to propose a performace evaluato method to determe whch TQM practces are mplemeted effectvely ad effcetly ad whch are ot. To determe the performace of TQM practces, two set of performace cotrol lmts are proposed based o mportace-easess level relatoshps ad mportaceaccomplshmet level relatoshp of TQM practces. These two set of cotrol les costtute a V-shape, therefore, the mplemetato performace evaluato method s called V-shape performace matrx. Improvemet actos for TQM practces out of the cotrol les are the developed by HOQ to help frms detfy ways to mprove TQM mplemetato. V-SHAPE PERFORMANCE MATRIX Uder cosderg three dexes of TQM mplemetato, upper ad lower performace cotrol les are determed. Because cotrol les costtute V shape, the proposed mplemetato evaluato matrx s called as V-shaped performace matrx ths study. Implemetato performace dex There are three dexes our performace matrx. They are mportace level, the easess level ad accom-plshmet level for TQM troducg tems. The level of mportace determes tems mplemetato prorty. A frm eeds to vest more resources more mportat tems. Easess level measure how easy to mplemet troducg tems. Whe a frm has hgher mplemet capablty or hgher support from top maagers to mplemet a tem, t s easy for the tem to be mplemeted ad always lead to hgher mplemetato level. Geeral speakg, the tems wth hgher mportace should mprove ts easess to mplemet so that a frm successfully troduce TQM. Accomplshmet level meas how the actual accomplshmet of a tem s close to the expected accomplshmet. Same as the easess level, t s expected that the

3 Yeh ad L 097 Fgure. V-shaped performace matrx for TQM practce. more mportat the tem s, the hgher accomplshmet level t eeds. The dfferece betwee mportace level ad accomplshmet level s defed as mplemetato effect-tveess of a TQM troducg tem; ad the dfferece betwee mportace level ad easess level s defed as mplemetato effcecy of a tem. To measure the effectveess ad effcecy, ths study uses A, E ad I to represet the mea scores for mplemetato, eas-ess ad mportace level for the 5 TQM practces. The performace of three dexes are calculated ad coverted to P A, P E ad P I va Formulas, ad 3. The, P A, P E ad P I are plotted the proposed performace matrx for frms to dagose whether mplemetato of TQM troducg tems are effectve ad effcet or ot. Accordg to P A, P E ad P I, performace cotrol les are costructed. Frms ca take ecessary actos for tems fallg out of cotrol les to mprove TQM troducg performace. Wth the k-scale used to assess accomplshmet, eas-ess ad mportace for each mplemetato factor, the accomplshmet, easess ad mportace dces are as follows: P A, A m = µ () R P E, P I, E m = µ R () I m = µ R (3) P A,: accomplshmet level dex ; P E,: easess level dex; P I,: mportace level dex for TQM practce A: accomplshmet level mea; E: easess level mea; I: mportace level mea m: mmum value of k scale; R: full rage of k scale Lambert ad Sharma (990) ad L et al. (005) employed performace evaluato matrx to detfy tems eed to mprove. Ths study expads the cocept of ther performace matrx by tegratg three performace dexes. The performace matrx s show Fgure. Wth ths smple ad easy-to-use graphcal aalyss tool, frms ca motor ad evaluate TQM troducto performace ad the kow mprovg drectos. I the performace matrx, the Y-coordate demo-strates the mportace level ad easess level ad mplemetato level are show as left ad rght X-coordates. All dex values (P A,, P E, ad P I,) fall betwee zero ad oe. Because t s expected that more

4 098 Afr. J. Bus. Maage. Fgure. The rght performace matrx ad performace cotrol les. mportat tems should be easer to mplemet ad acheve hgher mplemetato level. Therefore, the target zoe falls o dagoal le of left ad rght performace matrx. Whe a tem s more far away from the dagoal, maagers eed to vest more resource to mprove ts mplemetato level or easess to mplemet. Performace cotrol les are costructed alog the dagoal les ad show as the dotted les Fgure. V-shape matrx cotrol lmts Dfferet coordate value of [P A,, P I,,] ad [P E,,, P I,,] results dfferet areas. The square area of a perfor-mace matrx s =. Let target value, the dagoal le, be T ad T = P A, -P I, or P E,, - P I,, = 0. The performace matrx ca be dvded to two tragles wth a area of 0.5 for each. Take 4 pots Fgure as examples, a sosceles tragle (ACD) wth a area of ca be created by extedg t to the target le T = (y -x ) = 0. Pror to calculatg the area of the sosceles tragle (ACD), the orgal formula of (bottom weght)/ was modfed to (bottom weght) so that the computed value (area dex) would be betwee zero ad oe. Accordg to Fgure, the coordates of A are (,0), dcatg the maxmum easess P E = ad the m-mum mportace level P I = 0. The coordates of B are (0,), showg the mmum easess level P E = 0 ad the mmum mportace level P I =. The area of Zoe A (ACD) ca be computed as follows: ρ = AC AD = x y x ) (4) A ( y Smlarly, the area of Zoe B (BCD) s computed as follows: ρ B = BC BD = y y 0 ( x 3 x y = x =, x = y = ρ B = ( y x ) ( y ) (5) x Based o formulas (4) ad (5), the equato for the area dex ca be descrbed as formula (6): ρ = ρ ( x, y ) = y x y x ) where p : the terested pot ρ = 0 ~ + ( x < y), ρ = ~ 0( x > y), ( ) = ~ The dfferet coordates [P A,, P I, ] ad [P E,, P I,] of performace dces result varous areas. The upper cotrol le ad the lower cotrol le ca be calculated wth the populato mea µ P ad populato stadard devato σ P (6). After maagers check the ormalty of area dex ad esure t follows ormal dstrbuto, we ca derve:

5 Yeh ad L 099 Whe ρ s greater tha UCL, a frm eeds to crease vestmet to ehace easess level or accomplshmet level Zoe A Zoe B - LCL T=0 UCL Whe ρ s smaller tha LCL, a frm eeds to reduce vestmet Fgure 3. Logc of takg mprovemet actos. y x ( y x ) = = µ P (7) LCL = = ( y j x ) 4 µ () σ 4 4 ( ρ µ ) ( yj x ) µ ( yj x ) = = = P = = = µ (8) The performace cotrol chart s defed by the Shewhart cotrol chart settg the target value of upper ad lower cotrol lmts to 0. For a ormally dstrbuted populato, 99.73% falls wth ±3σ, mplyg a falure e rate of about 0.7%, whereas 95.44% of the populato s wth ±σ, dcatg a falure rate of 4.56%. Moreover, approxmately 68.6% falls wth ±σ, dcatg a falure rate of about 3.74%. If ±3σ ad ±σ were used ths study, uqualfed questo factors would ot be located because the questoare co-taed 5 questos ad the falure rate was extremely low. Cosequetly, accordg to the 80/0 rule (Koch, 997) (80% of the problems result from 0% of the factors), ±σ was used to establsh the upper cotrol le (UCL) ad lower cotrol le (LCL). The formulas are as follows: UCL = T-σ T= 0 LCL = T-σ Accordg to cocept of Shewhart cotrol chart the upper ad lower performace cotrol les are defed as follows: UCL = + = ( y j x ) 4 µ T y x = 0 (0) = (9) After calculatg area dex of each TQM practce, Maagers ad egeers ca use UCL ad LCL to determe whether a practce s ormal of abormal status, fallg out of UCL or LCL. Whe a tems resultg hgh area dex ad fall Zoe B, the upper area of UCL Fgure, t meas that the level of mportace of a TOM practce s hgher tha the level of easess (or accomplshmet). To mplemet mportat practce, a frm eeds to vestmet more resources to crease easess or accomplshmet level to mprove mplemetato effcecy or to mprove effectveess. Whe a practce results low area dex ad fall Zoe A, the lower of LCL Fgure, t meas that the level of mportace of the TQM practce s lower tha the level of easess or accomplshmet. A frm ca save the vestmet to the practce because of ts low mportace to move the practce toward target cetral le. Fgure 3 demostrates the cocept of mprovemet actos. TQM IMPLEMENTATION PERFORMANCE EVALUATION IN SEMICONDUCTOR INDUSTRY Semcoductor dustry s a captal-tesve ad hghlycompettve dustry. To atta superor performace o hgh customer satsfacto, short cycle tme, hgh yeld, good o-tme delvery ad hgh utlzato, most frms troduced TQM. However, they lack a effectve performace evaluato system to dagose whch TQM troducg tems are hgh-performg ad whch are lowperformg. Kowg that frms ca takes ecessary actos for low-performg tems. Some famous ad leadg frms semcoductor dustry, such as TSMC, UMC, ASK, et al., are located Tawa. I addto, there are IC desg houses, foudres, IC packagg frms, IC fal testg frms ad relevat compaes (such as IP provders, desg servce provders ad materal ad devce provders). The supply cha of semcoductor maufacturg s qute complete

6 00 Afr. J. Bus. Maage. Table. Meas ad correspodg performace values for varous TQM practces. No. TQM practces A E I P A P E P I Leadershp Project team of mprovemet Empowermet Daly maagemet Culture chage ad developmet Usage of SQC Qualty goal-settg, measuremet, ad maagemet Qualty maagemet system Suppler evaluato ad relatoshp Customer servce system Trag of qualty tools Customer satsfacto maagg Cross-fuctoal maagemet Hosh maagemet QCC actvty Table. Eterprse characterstcs. Compay s prmary busess % Frm s aual reveue ($ Mllo) % Number of employees % Foudry 5.6 < <00.9 IC desg Packagg ad testg Mask Equpmet/materal provder > Others > Tawa. Therefore, to study the TQM dagoss ad mprovemet method the semcoductor dustry, Tawa cases are sutable ad are able to represet frms behavors the semcoductor dustry. Ths study chooses members of the Tawa Semcoductor Idustry Assocato (008) as the research populato to vestgate the TQM mplemetato performace. The opos of mddle- ad hgh-level maagers are collected. TQM practces May frms vew troducg ISO qualty maagemet system as a atecedece for TQM troducg. Therefore, ISO clauses are cluded TQM practces. TQM practces metoed related lterature are also curporated (Yag, 006; Jug et al., 009; Mahadevappa ad Kotreshwar, 004). After collectg from academc works, we tervew semcoductor dustry practtoers about the tal TQM practces whether these practces are adequate. Table shows the falzed TQM practce Semcoductor dustry. Performace evaluato A questoare was desg to vestgate the mportace, easess ad accomplshmet level of TQM practces. There are 5 members Tawa Semcoductor Idustry Assocato (008). A total of 5 questoares were maled to respodets; 64 copes were retured, represetg a retur rate of 5.4%. The vald resposes cluded compaes wth a rage of aual reveues from USD$0 mllo to $900 mllo, ad workforces of 90 to 5,000 employees. Of the respodets, 78% were Vce-Maager or Maagers; % descrbed ther job ttles as Drector or Vce-Presdet. A detaled breakdow of the statstcs from the respodg compaes s provded Table. The overall relablty coeffcet was I prcple, a greater Crobach's meas greater relablty for a gve questoare. Nually (978) suggests that the Crobach's should be larger tha 0.5 for practcal

7 Yeh ad L 0 Table 3. Correspodg coordates ad dex values the V-shape performace matrx. Statstc of area dex P σ P UCL LCL UCL Coordate LCL Coordate Performace matrx Importace vs. Accomplshmet level (0, 0.87) (0.87, 0) (0.883, ) (, 0.883) Importace vs. Easess Level (0, 0.3) (0.3, 0) (0.8867, ) (, ) Table 4. Importace weghts of abormal TQM practce HOQ. Abormal TQM practce () Area mportace-accomplsh matrx Area mportace-easess matrx Total area (C ) Improvemet prorty. Leadershp Empowermet Culture chage ad developmet Suppler evaluato ad relatoshp Customer servce system Customer satsfacto maagg applcatos ad that > 0.7 represets the mmum acceptable relablty. Thus, a hgh relablty coeffcet mples that the questoare results are stable ad cosstet. Next, A, E ad I, (the mea levels for accomplshmet, easess ad mportace as reflected by the 5 TQM mplemetato factors) were computed ad coverted to P A,, P E, ad P I, for each practce usg (), () ad (3). Ad area dexes,, for the 5 TQM practces the performace matrx were calculated usg (6), as show Table 3. After obtag area dexes, the mea ad stadard devato of area dexes were computed usg (7) ad (8). The, the UCL ad LCL for mportace-easess ad mportace-accomplshmet were calculated by applyg the populato mea ad populato stadard devato to (9) ad (). The upper ad lower cotrol lmts ad coordates the performace matrx are lsted Table 4. Three performace values Table ad the coordates of the upper ad lower performace cotrol les Table 3 are mapped oto a V-shaped performace matrx as show Fgure 4. After mappg the V-shape performace cotrol boudary, abormal TQM practces outsde UCL ad LCL ca be detfed. It s apparet that sx abormal coordates related to mplemetato factors fell outsde the UCL: Practce, 3, 5, 9, 0 ad. These abormal practces outsde of UCL ad LCL ca be classfed three groups Fgure 5. Abormal TQM practces the matrx of easess ad mportace o the rght-had sde of the V-shaped performace matrx are lked wth hgh mportace ad low easess level for mplemet. From the perspectve of effcecy, ths dcates that mplemetato may be very dffcult. Therefore, addtoal resources eed to be assged to mprove the system troducto process. The coordates of such abormal factors usually fall outsde the UCL. These abormal mplemetato factors clude Culture chage ad developmet practce 5, Suppler evaluato ad relatoshp practce 9, Customer servce system practce 0 ad Customer satsfacto maagg practce. Addtoal resources must be assged to ehace easess level to mplemet ad shft the coordates toward the target zoe. Abormal TQM practces the matrx for accomplshmet ad mportace o the left-had sde of the V- shaped performace matrx are of hgh mportace ad are assocated wth a low level of accomplshmet. From the perspectve of effectveess, the mplemetato performace may ot be satsfactory. Supplemetary resources eed to be allocated to ehace the mplemetato performace. The coordates of such

8 0 Afr. J. Bus. Maage., 3, 5, 0 5, 9, 0, Fgure 4. V-shape performace matrx. II effectve, 3 III Ieffectve ad effcet 5, 0 effcet 9, Fgure 5. Three groups of abormal TQM practces. abormal factors wll usually fall outsde the UCL. Such abormal mplemetato factors clude Leadershp practce, Empowermet practce 3, Culture chage ad developmet practce 5, ad Customer servce system practce 0. TQM practce 5 ad 0 are both of hgh mportace but are assocated wth low easess level ad accomplshmet level. Ths suggests that the levels of effectveess ad effcecy of these abormal mplemetato factors rema usatsfactory; therefore, the mplemetato of these two practces lacks effectveess ad effcecy. Addtoal resources eed to be allocated to promote both ease ad accomplshmet so that these two practces ca shft towards the target zoe. IMPROVEMENT ACTIONS FOR TQM IMPLEMENTATION A wdely used qualty fucto deploymet method, House of Qualty (HOQ), s adopted to detfy ad determe the prorty of mprovemet actos TQM

9 Yeh ad L 03 Table 5. Improvemet actos for TQM mplemetato. Orgazato Suppler Exteral Support (cosultg frms) Improvemet factors for mplemetg TQM. Strog commtmet ad volvemet of seor maagemet. Chages to corporate culture 3. TQM mplemetato plag 4. Orgazatoal ad process reegeerg 5. TQM mplemetato trag 6. Total partcpato of orgazato members 7. Cotuous mprovemet 8. Customer satsfacto oretato 9. Applcato of best practce 0. Examg the servce qualty of supplers.establshg log-term collaboratve relatoshps wth supplers.examg the professoal expertse of the cosultg compay 3.Examg commucato betwee the cosultg compay ad the eterprse Source Tummala et al.(995), Sla ad Ebrahmpour (00), Keg et al. (007), Ismal(007), Dea ad Bow(994) Brah et al.(000), Tummala et al. (995), Ismal (007) Yag et al.(006) practces wth effectve ad effcet mplemetato. Determg the mportace weght of abormal TQM practces Areas of abormal TQM practces mportace-accomplshmet ad mportace-easess matrx are added to determe the mportace weght (C ) HOQ. Abormal mplemetato factors ad mprovemet prortes are lsted Table 4. Determg the mprovemet factors for TQM practces To fd the mprovemet factors, crtcal factors from lterature revew are determed frst; the, expert tervews ad KJ method are coducted to determe the proper mprovemet actos for TQM practces semcoductor dustry. Sce the md-980s, researchers have ascertaed the crtcal factors to mplemet TQM. Tummala et al. (995) detfed seve key factors for troducg TQM: customer focus, leadershp, strategc qualty plag, desg qualty, employee partcpato ad partershps, factbased maagemet, ad cotuous mprovemet etc. Moreover, Sla ad Ebrahmpour (00) have proposed te fudametal elemets of TQM: customer focus ad satsfacto, trag ad educato, top maagemet commtmet, teamwork, ad cotuous mprovemet, etc. A few mportat studes have bee coducted to ascerta the ma strateges together wth key factors ad cocepts (Dea ad Bow, 994; Brah et al., 000; Sureshchadar et al., 00; Jacquele et al., 003; Yag et al., 006; Ismal, 007; Keg et al., 007; Sarem et al., 009). To determe strateges or actos for mprovg abormal TQM practces, the key factors of total qualty maagemet proposed by related researches ad experts are cosdered ad tegrated wth the KJ method preseted by Kawakta (003) for a lst of thrtee mprovemet actos that should be acheved to mplemet TQM, as show Table 5. Establshg house of qualty Expert opos are used to establsh the correlato weght coeffcet (W j ) betwee abormal TQM practce ad crtcal factor (that s, mprovemet actos) j. The correlato weghted coeffcet (W j ) ca be measured usg a 5-pot scale. Pot 5 represets a extremely strog correlato, 4 represet a strog correlato, 3 s a medum correlato, s a weak correlato ad s a extremely weak correlato. A hgher coeffcet s approprate for a stroger correlato ad vce-versa. Whe the coeffcet s determed, correlato weght coeffcet ad mportace of abormal TQM practce (C ) are multpled ad obta C W j. The, the absolute weght (T j ) of each mprovemet acto s computed by. For example, weght of the strog commtmet ad volvemet of seor maagemet, T = = = The HOQ of crtcal factors for TQM mplemetato s demostrated Fgure 6. Upo completo of HOQ, prorty was determed by sortg the absolute weghts lsted Fgure 6. The order of prorty based o absolute weght order s as follows: Strog commtmet ad volvemet of seor maage-

10 04 Afr. J. Bus. Maage. Improvemet Actos Defto of Weght Extremely Strog Strog Medum Weak.0 Extremely.0 Area Correspodg to Abormal Idex. Strog commtmet ad volvemet of seor maagemet t. Chages to corporate culture 3. TQM mplemetato plag 4. Orgazatoal ad process reegeerg 5. TQM mplemetato trag 6. Full partcpato of employees 7. Cotuous mprovemet 8. Customer satsfacto oretato 9. Applcato of best practce 0. Examg the servce qualty of supplers. Establshg log-term collaboratve relatoshps wth supplers. Examg the professoal expertse of the cosultg compay 3. Examg commucato betwee the cosultg compay ad the eterprse. Leadershp TQM Practce 3. Empowermet Culture chage ad developmet Suppler evaluato ad relatoshp Customer servce system Customer satsfacto maagg Absolute Weght Sort absolute weght Fgure 6. HOQ of abormal TQM practces ad crtcal factors for TQM mplemetato. met mprovemet acto, chage of corporate culture mprovemet acto, establshmet of TQM mplemetato plag mprovemet acto 3, total partcpato of orgazato members mprovemet 6, TQM mplemetato trag mprovemet acto 5, customer satsfacto-oreted mprovemet acto 8, applcato of best practce tem 9, cotuous mprovemet ad reovato mprovemet acto 7, examg the servce qualty of supplers mprovemet acto 0, orgazatoal ad process reegeerg mprovemet acto 4, examg commucato betwee the cosultg compay ad the eterprse mprovemet acto 3, examg professoal expertse of the cosultg compay mprovemet acto ad establshg log-term collaborato relato wth supplers mprovemet acto. Compaes semcoductor dustry ca take ecessary mprovemet actos accordg ther prortes to mprove TQM mplemetato effectveess ad effcecy. Comparg the prortes of mprovemet actos ad crtcal factors related lterature, the results show commoalty of agreemet to the factors wth hgh prortes for successful mplemetato of TQM ad they are seor maagemet s strog commtmet, orga-zatoal culture ssues, employee partcpato ad so o. It reforces the thkg of qualty maagemet gurus. TQM Implemetato trag s qute mportat as well. Although frms ofte provde trag for qualty cotrol ad QC tools, frms eed to vest more resources to tra employees to TQM mplemetato sklls. Applcato of best practce s the 7th place. Ths s a terestg observato that there s always some other orgazato that lessos ca be lear from. Customer oretato s a strog coteder. Also, process reegeerg emphaszes coformace to teral ad exteral customer requremets by meas of orgazato ad process aalyss ad desg. Cosultg compaes ca provde some customzed suggestos for frms mplemetg TQM. Therefore, commucatg wth cosultg compaes ad evaluatg ther expertse are also mprovemet actos for effectve ad effcet TQM mplemetato.

11 Yeh ad L 05 Cocluso To cope wth global competto, hgh performace o qualty s essetal for most eterprses. The mplemettato of TQM geerates qualty ad effcecy, crease customer satsfacto ad mprove compettve (Yag, 006). Nevertheless, there s hgh falure rate mplemetato of TQM. Maagemet kows; however, they eed a mechasm to evaluate the performace of TQM mplemetato ad how to mprove TQM mplemetato whe the performace s ot as good as expected. We try to close the gap that prevous studes lack evaluato system to dagose the effectveess ad effcecy of TQM mplemetato. Ths study, therefore, propose a dagoss method by smultaeously cosderg the effectveess ad effcecy of mplemetato. Importace level, accomplshmet level ad easess level of mplemeted TQM practces are employed to costtute TQM mplemetato performace matrx to determe whether a TQM practce s effectve ad effcet wth V-shaped performace cotrol les. A performace matrx wth V-shape performace cotrol les s costructed to detfy the practces eed to be mproved. Ultmately, we use the HOQ approach to defe varous mprovemet actos ad prortes these actos for mplemetg TQM. The top fve mprovemet actos clude Strog commtmet ad volvemet of seor maagemet, establshmet of TQM mplemetato strateges, total partcpato of orgazato members, chage of corporate culture ad orgazatoal ad process reegeerg. Combg performace evaluato model ad HOQ ca be employed to systematcally evaluate the mplemetato ad fd mprovemet actos. Ths s a smple ad easy-to-use method for maagers to dagose problems ad detfy drecto to crease resources to mprove the performace of TQM mplemetato. Ths tal study focuses o the TQM mplemetato the semcoductor dustry Tawa. 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