本研究的目的為定義第三方校正實驗室評選之關鍵準則—以某台灣半導體封裝測試廠為例。在校正實驗室評選方面，必須考慮多方面的問題，如專業知識，校正費，量測不確定度等，而這方面相關研究相當有限。然而，國際標準規範和公司的客戶已經要求所有量具及量測設備應提供校正活動記錄，以提供產品符合要求的證據。

本研究提供一個系統化的校正實驗室評選模式；首先，先利用模糊德爾菲法（Fuzzy Delphi method）定義關鍵準則及使用模糊Kano模型（Fuzzy Kano model）分類品質屬性；在第二階段，透過層級分析法（Analytic Hierarchy Process, AHP）求取評選準則的權重值；最後，再將所求得之權重值整合折衷排序法（VlseKriterijumska Optimizacija I Kompromisno Resenje, VIKOR）對校正實驗室做績效排序。透過與篩選出之最佳校正實驗室建立採購合約，可以降低公司每年校正成本；除此之外，不僅可以完成定期校正，以避免稽核異常，同時也保證了儀器的準確度，以避免不必要的客戶投訴。

本研究經實例分析結果發現，在三構面及14項評選準則中，「必要品質」是最重要的構面項目，而儀器能力、專業知識、校正費、收/送件和實驗室管理是前五大評選準則；由此可知，決策者較重視校正實驗室標準件之準確度與解析度、人員之儀器校正技術與管理能力、標準件之定期維護與校正、合理的校正費以及收/送件服務等。

The purpose of this study is to identify the key third-party calibration laboratory selection criteria for the semiconductor assembly and test company in Taiwan. Literature on calibration laboratory selection, that considers several matters such as professionalism, calibration fee, uncertainty, are relatively limited. However, both international standards and company’s customers have required that all gauges, measuring instrument should provide calibration activity record to provide evidence of conformity to product requirement.

The value of this research provides a systematic laboratory selection model. Initially, identifying the critical criteria and classifying the quality attribute by the fuzzy Delphi method and Fuzzy Kano model separately. In the second phase, calculate the important weight of criteria by the AHP. Finally, ranking qualified calibration laboratory by the VIKOR. Creating a procurement contract with a filtered and qualified calibration laboratory to reduce the annual calibration cost. In addition, it not only can complete periodic calibration to avoid auditing finding but also ensure the accuracy of instrument to avoid unnecessary customer complaint.

The proposed approach has also been examined by a case study. The research result shows that must-be attribute is the most important criterion group. At the detailed sub-criteria level, instrument capability, specialize knowledge, calibration fee, send and receive service and laboratory management are the top five criteria. Therefore, the decision-makers have shown much concern for accuracy and resolution of standard unit, standard unit maintenance and calibration record, lab staff’s technical and quality management skills, reasonable calibration fee and send/receive service.

誌謝 i
中文摘要 ii
ABSTRACT iii
目錄 iv
圖目錄 vi
表目錄 vii
第一章 緒論 1
1.1 研究背景與動機 1
1.2 研究目的 2
1.3 研究範圍與限制 3
第二章 相關文獻探討 4
2.1 供應商選擇之評估準則 4
2.2 供應商評選之多準則決策方法應用架構 8
2.2.1 單一方法 8
2.2.2 多重方法 9
2.3 多準則決策方法應用範圍 10
第三章 校正實驗室評選方法 14
3.1 儀器校正管理簡介 14
3.2 產品/服務供應商與測試/校正實驗室關係 16
3.3 研究流程 17
3.4 決定評選準則 19
3.4.1 決定關鍵評選準則 20
3.4.2 定義評估準則屬性 22
3.5 計算各準則之權重 24
3.5.1 方案產生與層級結構 25
3.5.2 AHP評估尺度表 25
3.5.3 建立成對比較矩陣 25
3.5.4 計算特徵值與特徵向量 26
3.5.5 一致性檢驗 26
3.6 選出最佳校正實驗室 27
第四章 實例分析 29
4.1 個案公司簡介 29
4.2 評選準則決定及AHP架構決定 30
4.2.1 評選準則決定 30
4.2.2 AHP架構決定 33
4.3 評選準則權重的建立 38
4.4 校正實驗室之績效評估及排序 45
4.5 敏感度分析 51
第五章 結論與建議 54
5.1 結論 54
5.2 建議 54
參考文獻 56
附件 61

[1]丁婉玉，「應用模糊多準則決策於供應商選擇之研究–以行動通訊認證實驗室為例」，國立臺灣科技大學工業管理系，碩士論文，2012。
[2]別正容，「國內認證實驗室營運關鍵因素之研究—以行動通訊實驗室為例」，中原大學企業管理研究所，碩士論文，2006。
[3]邱佩晴，「應用FAHP及TOPSIS於多準則ABC存貨分類」，國立清華大學工業工程與工程管理學係，碩士論文，2015。
[4]狩野紀昭、瀨樂信彥、高橋文夫、什新一著，陳俊卿譯，「有魅力的品質與應該有的品質」，品質管制月刊，21(5)，1985，33-41。
[5]童基原，「商業測試機構企業形象、服務品質與顧客忠誠度相互影響之實證研究-以TAF營建工程實驗室為例」，靜宜大學管理碩士在職專班，碩士論文，2008。
[6]楊昆山，「檢驗、驗證公司經營管理之探討--以台灣檢驗科技股份有限公司SGS Taiwan為例」，國立中山大學高階經營碩士班，碩士論文，2001。
[7]鄭滄濱，「軟體組織提昇人員能力之成熟度模糊評估模式」，國立台灣科技大學資訊管理系，碩士論文，2001。
[8]簡禎富( 2014 )，決策分析與管理-紫式決策分析以全面提升決策品質，第二版，雙葉書廊有限公司出版。
[9]羅力仁，「連鎖便利商店店址選擇評估模式之研究──運用模糊AHP法」，國立中正大學企業管理所，博士論文，2002。
[10]龔振裕，「SGS商業實驗室經營管理關鍵成功因素之研究」，國立中正大學企業管理學系研究所，碩士論文，2007。
[11]Abdollahi, M., Arvan, M., and Razmi, J. (2015), “An integrated approach for supplier portfolio selection: Lean or agile?”, Expert Systems with Applications, Vol. 42(1), pp. 679-690.
[12]Agarwal, P., Sahai, M., Mishra, V., Bag, M., and Singh, V. (2011), “A review of multi-criteria decision making techniques for supplier evaluation and selection”, International Journal of Industrial Engineering Computations, Vol. 2(4), pp. 801-810.
[13]Buckley, J. J. (1985), “Fuzzy Hierarchical Analysis”, Fuzzy Sets and Systems, Vol. 17(3). pp. 233-247.
[14]Chai, J., Liu, J. N., and Ngai, E. W. (2013), “Application of decision-making techniques in supplier selection: A syste14matic review of literature”, Expert Systems with Application, Vol. 40(10), pp. 3872-3885.
[15]Chang, B., Chang, C. W., and Wu, C. H. (2011). “Fuzzy DEMATEL method for developing supplier selection criteria”, Expert Systems with Applications, Vol. 38(3), pp. 1850-1858.
[16]Chen, S. J., and Hwang C. I, 1992, Fuzzy Multiple Attribute Decision Making: Methods and Applications, Springer-Verlag, Berlin.
[17]Choi, T. Y., and Hartley, J. L. (1996), “An exploration of supplier selection practices across the supply chain”, Journal of Operations Management, Vol. 14 (4), pp. 333-343.
[18]Dickson, G.W. (1966), “An analysis of vendor selection systems and decisions”, Journal of Purchasing, Vol. 2 (1) (Winter 1966), pp. 5-17.
[19]Ellram, L. M. (1990), “The Supplier Selection Decision in Strategic Partnerships”, Journal of Purchasing and Materials Management, Vol. 26 (4), pp.8-14.
[20]Freeman, J., and Chen, T. (2015), “Green supplier selection using an AHP-Entropy-TOPSIS framework”, Supply Chain Management: An International Journal, Vol. 20 (3), pp.327-340.
[21]Ghorbani, M., Mohammad Arabzad, S., and Shahin, A. (2013), “A novel approach for supplier selection based on the Kano model and fuzzy MCDM”, International Journal of Production Research, Vol.51 (18), pp.5469-5484.
[22]Hwang, B.N., Chen, T.T., and Lin, J. T. (2016), “3PL selection criteria in integrated circuit manufacturing industry in Taiwan”, Supply Chain Management: An International Journal, Vol. 21(1), pp. 103-124.
[23]Ho, W., Xu, X., and Dey, P. K. (2010), “Multi-criteria decision making approaches for supplier evaluation and selection: A literature review”, European Journal of Operational Research, Vol. 202 (1), pp. 16-24.
[24]Ishikawa A., Amagasa, M., Shiga, T., Tomizawa, G., Tatsuta, R., and Mieno, H. (1993), “The Max-Min Delphi Method and Fuzzy Delphi Method via Fuzzy Integration”, .Fuzzy Sets and Systems, Vol. 55(3), pp. 241-253.
[25]International Organization for Standardization, ISO/IEC 17025:2005, General requirements for the competence of testing and calibration laboratories, 2005.
[26]International Organization for Standardization, ISO 9001:2015, General requirements for the competence of testing and calibration laboratories, 2015.
[27]International Organization for Standardization, ISO/TS 16949:2009, Quality management systems -- Particular requirements for the application of ISO 9001:2008 for automotive production and relevant service part organizations, 2009.
[28]Koc, E., and Burhan, H. A. (2015), “An Application of Analytic Hierarchy Process (AHP) in a Real Word Problem of Store Location Selection”, Advances in Management and Applied Economics, Vol. 5(1), pp.41-50.
[29]Lee, E. S., and Li, R. J. (1988), “Comparison of fuzzy numbers based on the probability measure of fuzzy events”, Computer and Mathematics with Application, Vol. 15(10), pp.887-896.
[30]Lee, Y. C., and Huang, S. Y. (2009), “A new fuzzy concept approach for Kano’s model”, Expert Systems with Applications, Vol. 36(3), pp. 4479-4484.
[31]Mardani, A., Zavadskas E. K., Govindan, K., Amat Senin, A., and Jusoh, A. (2016), “VIKOR Technique: A Systematic Review of the State of the Art Literature on Methodologies and Applications”, Sustainability, Vol. 8 (1), 37.
[32]Matzler, K., and Hinterhuber, H. H. (1998), “How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function development”, Technovation, Vol. 18(1), pp. 25-38.
[33]Nazim, R., Yahya, S., and Malim, M.R. (2015), “A New Approach to Supplier Selection Problem: An Introduction of AHP-SCOR Integrated Model”, International Journal on Recent and Innovation Trends In Computing and Communication, Vol. 3 (1), pp. 338-346.
[34]Opricovic, S. (1998), Multicriteria Optimization of Civil Engineering Systems, Faculty of Civil Engineering, Belgrade.
[35]Opricovic, S., and Tzeng, G. H. (2004), “Compromise solution by MCDM method: A comparative analysis of VIKOR and TOPSIS”, European Journal of Operational Research, Vol. 156(2), pp. 445-455.
[36]Radfar, F., Omidvari, M., and Haleh, H. (2014), “Recognition and Ranking the Effective Factor on Customer Satisfaction Through Kano Model and Fuzzy AHP”, Researcher, Vol. 6 (3), pp. 86-94.
[37]Robbins, S.P., Management, Prentice Hall Inc, 1994.
[38]Saaty, T. L. (1986), “Axiomatic Foundation of Analytic Hierarchy Process”, Management Science, Vol. 32(7), pp.841-855.
[39]Saaty, T. L. (1990), “How to Make a Decision: The Analytic Hierarchy Process”, European Journal of Operational Research, Vol. 48 (1), pp. 9-26.
[40]Shahin, A. (2004), “Integration of FMEA and the Kano model: An exploratory examination”, International Journal of Quality & Reliability Management, Vol. 21 (7), pp. 731-746.
[41]Shahin, A., and Zairi M. (2009), “Kano model: A dynamic approach for classifying and prioritising requirements of airline travellers with three case studies on international airlines”, Total Quality Management, Vol. 20 (9), pp. 1003-1028.
[42]Velasquez, M., and Hester, P. T. (2013), “An analysis of multi-criteria decision making methods”, International Journal of Operations Research, Vol. 10(2), pp. 56–66.
[43]Weber, C. A., Current, J. R., and Benton, W. C. (1991), “Vendor selection criteria and methods”, European Journal of Operational Research, Vol. 50(1), pp. 2-18.
[44]Yadav, V., and Sharma, M. K. (2016), “Multi-criteria supplier selection model using the analytic hierarchy process approach”, Journal of Modelling in Management, Vol. 11 (1), pp. 326-354.
[45]Yildiz, A., and Yayla, A.Y. (2015), “Multi-criteria decision-making methods for supplier selection: A literature review”, South African Journal of Industrial Engineering, Vol. 26 (2), pp. 158-177.
[46]財團法人台灣電子檢驗中心(Electronic Testing Center, ETC), 2016, http://www.etc.org.tw/default.aspx.
[47]工業技術研究院(Industrial Technology Research Institute, ITRI), 2016, https://www.itri.org.tw/.
[48]台灣檢驗科技股份有限公司(SGS), 2016, http://www.sgs.com.tw/.