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In recent years, the labor consciousness is gradually valued. During the process of pursuing sustainable operation, the enterprises treat occupational hazard risk as the waste of cost. The purpose of OHSAS 18000 occupational security and health management system is to systematically establish the business managerial measures in terms of occupational security and calamity prevention. This research proceeded with questionnaire analysis with respect to the relationship between the OHSAS 18000 system implementation and competitiveness in Taiwan’s industries. The research result revealed that there was significant relationship between Taiwan firms’ execution of OHSAS 18000 system and industry competitiveness. Thus, the enterprises can decide the proper managerial plans according to the result of their own risk evaluation to prevent the happening of accidents and reduce the operational cost. They can thus completely control business occupational hazard risk through “systematic” management.

Due to the global economic effect, Taiwan’s small and medium‐sized enterprise (SME) is much threatened by China. Since remarkable advances have being made in information technology, taking competition advantage for an enterprise has become a very important issue when facing rigorous global competition. However, the business of the enterprise starts with finding the customers’ demands, and ends with fufilling customers’ demands. Therefore, in order to increase competition advantage for SME, the customer management must be effectively strengthened, especially by increasing customer satisfaction and maintaining good relationship with the customer. This is the key for an enterprise leading to success. The purpose of this study is aiming to discussing the relationship analysis between customer and SME by viewing the four aspects of customer relationship management (CRM), which are relation marketing, customer service, customer value, and customer satisfaction. Moreover, this research will perform an empirical analysis on CRM for a typical small and medium‐sized company so as to grasp its real definition and enterprises’ demands. The conclusions will be drawn from our literature survey and practical experience as well as site investigation. Recommendations are evolved from discussing the interaction between customers and enterprises in improving their constructing factors and increasing benefits and values.

Constructing an effective production control policy is the most important issue in wafer fabrication factories. Most of researches focus on the input regulations of wafer fabrication. Although many of these policies have been proven to be effective for wafer fabrication manufacturing, in practical, there is a need to help operators decide which lots should be pulled in the right time and to develop a systematic way to alleviate the long queues at the bottleneck workstation. The purpose of this study is to construct a photolithography workstation dispatching rule (PADR). This dispatching rule considers several characteristics of wafer fabrication and influential factors. Then utilize the weights and threshold values to design a hierarchical priority rule. A simulation model is also constructed to demonstrate the effect of the PADR dispatching rule. The PADR performs better in throughput, yield rate, and mean cycle time than FIFO (First‐In‐First‐Out) and SPT (Shortest Process Time).

Failure mode and effects analysis (FMEA) is a preventive technique in reliability management field. The successful implementation of FMEA technique can avoid or reduce the probability of system failure and achieve good product quality. The FMEA technique had applied in vest scopes which include aerospace, automatic, electronic, mechanic and service industry. The marking process is one of the back ends testing process that is the final process in semiconductor process. The marking process failure can cause bad final product quality and return although is not a primary process. So, how to improve the quality of marking process is one of important production job for semiconductor testing factory. This research firstly implements FMEA technique in laser marking process improvement on semiconductor testing factory and finds out which subsystem has priority failure risk. Secondly, a CCD position solution for priority failure risk subsystem is provided and evaluated. According analysis result, FMEA and CCD position implementation solution for laser marking process improvement can increase yield rate and reduce production cost. Implementation method of this research can provide semiconductor testing factory for reference in laser marking process improvement.

This study explores the influence of Taiwan’s high‐tech manufacturers’ innovative strategy and innovation motivation concerning the implementation of innovative activities, as well as the influence of innovative activities implementation on business performance. The two intermediate variables, industry group and enterprise scale are also considered. Through a review of the relevant literature, a theoretical model of the influence relationship is developed, while an empirical analysis is simultaneously conducted on Taiwan’s high‐tech manufacturers. The research result shows that the internal driving force of innovative activities has a significant impact on the level of implementing technological innovative activities and cultural innovative activities. The external driving force of innovative activities has a significant impact on the level of implementing market innovative activities and management innovative activities. Companies adopting self‐developed technology and purchased as well as self‐developed technology strategies, perform better than those adopting purchased new technology or those with neither purchased nor self‐developed technology strategies, at implementing technological innovative activities and cultural innovative activities. The level of implementing innovative activities has a significant influence on business performance (cost reduction and product/service differentiation). For the intermediate variables of “industry group” and “enterprise scale”, it is proven in this study that they have no significant influence on the level of innovative activity implementation or business performance.

This research treated the secondary school teachers as the research scale and the research targets included the following: secondary school (employ unit), center of teacher education, and qualified teachers. In terms of these three groups of people, the topics of exploration focused on the perception of suitable teachers, perception of evaluation standard during the process of teacher examination and the relationship among teacher examination systems. The research was managed by two phases: the first phase referred to literature reorganization, expert interview, the qualities and conditions of suitable teachers, important evaluation standard during the process of teacher examination and teacher examination system used; the second phase included questionnaire survey, employ school acquisition, the perception of centers of teacher education and qualified teachers toward the suitability condition and examination evaluation standard in the first phase and teacher examination system used. This research found out that as to the perception of suitable teachers, through data collection, there were six factors reorganized. The levels of their importance were as follows: education devotion, teaching capacity, class management, capacity to guide special students, capacity to communicate with the parents and the will to undertake administrative works. Noticeably, employee unit and centers of teacher education apparently valued class management more, compared with trained teachers; as to evaluation standard of examination, the analytical result found out that the perception of three groups were different in terms of the views toward educational works, written examination data, candidate’s age, club experience at school and capacity to use multimedia support teaching materials. This research further proposed six suggestions for centers of teacher education and trained teachers: (1) employ schools considerably valued educational devotion; (2) trained teachers tended to neglect the importance of class management; (3) employee unit considerably cared about the new teachers’ competence to use multimedia support teaching materials; however, trained teachers did not have the same view; (4) employee unit considerably cared about new teachers’ views toward educational works as well as the candidates’ ages; (5) generally speaking, trained teachers neglected the importance of club experience at school; (6) the data revealed that written examination data was not relatively important in terms of teacher examination

In the early industrial age which with high intensity of machine and labor, using financial measurement index was good enough to tie in company’s mechanization and philosophy of management and been in efficiency. But being comply with “New Economic age,” a new economic environment is full of knowledge and information, the enterprise competition had changed from tangible assets, plants to intangible innovation ability of knowledge. As recognizing the new tendency by enterprise, they value gradually the growth and influence from learning. Practice of organization learning not only needs firm structure and be in coordination with both hardware and software, but also needs an affect measurement model to offer enterprise to estimate learning performance. It’s a good instrument of financial performance measure mold in the past years, But it’s for measuring the past, couldn’t formulate enterprise trend to future, hard to estimate investment for future, such as development of products, organization learning, knowledge management etc, as which intangible assets and knowledge ability just the key factors of being win around competition environment in the future. In 1992, Kaplan and Norton brought up Balance Scorecard (BSC) on Harvard Business Review, as an instrument helping enterprise to measure performance, which is being considered to be a most influence management instrument. It added non‐financial index such as customer, internal process and learning growth besides traditional financial index, as offering enterprise an index to measure and manage intangible assets and intellectual property. As being aware of organization learning is hard to be ignored in the new economic age, this research is based on learning and growth of BSC, and citing one national material company try to let the most difficult measurement performance of organization learning, to be estimate through BSC, analyze of factor and individual case, to discuss the company how to make the related strategy and vision of organization learning to develop learning and growth of the structure of BSC, subject the matter of out put factors to be discussed, and measure the outcomes as a result of research. The research affect offers (1) the base implement procedure of carrying out BSC; (2) the reference of formulating measurement index while enterprise using BSC to estimate performance of organization learning; (3) the possibility bottleneck maybe forcing while carrying out BSC, to be an improvement or preventive for enterprise.

Unnatural working postures usually cause musculoskeletal problems for workers in work field, especially in traditional industry. Many analysis and survey methodologies have been developed to identify unnatural postures and disorder risks in workplaces. The Ovako Working Posture Analyzing System (OWAS) and Nordic Musculoskeletal Questionnaire (NMQ) are the representative methods and applied widely. This study applied the both tools to investigate the work field of a manufacturing factory of the water heater’s case. We divided the manufacturing process into nine workshops, took the pictures of working motions by DV camera and analyzed the postures on OWAS. From the OWAS results, we could identify the risks level of musculoskeletal symptoms as four Action Categories (AC). And from the comparison of OWAS and NMQ results, we could provide the suggestions to improve the working methods and environment. From the results of OWAS, we found that the operators) head/neck and back were above AC3 in some workshops. If the situation continued in long period, the operators might have the risk to get musculoskeletal symptoms. From the investigation of NMQ, we also found that the percentage of aches on neck, shoulders and lower back were higher than other parts of body. The correlation between aches and jobs was more than 75 per cent. So we provided some suggestions to improve: work rotation and adjustment of work surface/height to fit in with Ergonomics. Then the risks of musculoskeletal symptoms would be reduced.

Life Cycle Assessment (LCA) aims to analyze possible impact upon manufacturing process and availability of products, and also study the environmental considerations and potential influence during entire life cycle ranging from procurement, production and utilization to treatment (namely, from cradle to tomb). Based on high‐density polyethylene (HDPE) pipe manufacturing of company A, this case study would involve evaluation of environmental influence during the production process. When the manufacturing process has been improved during “production process” and “forming cooling” stage, it is found that capital input on “electric power” and “water supply” could be reduced, thus helping to sharpen the competitive power of company A, and also ensure sustainable economic and industrial development in accordance with national policies on environmental protection.

The purpose of this study is to develop and validate a hospitality cultural scale for measuring the effect of organizational culture on customer delight (OCCD).

A literature review and focus group discussion were conducted to generate an initial item pool. Subsequently, three individual samples of hotel employees were identified to develop and validate the OCCD scale. Exploratory factor analysis was conducted for item purification and factor extraction, and confirmatory factor analysis verified the factor structure of the OCCD construct. Finally, several validity tests were examined to further support the OCCD construct.

The results of the analyses indicated that the OCCD construct contains eight factors: the customer delight service control system, expected competencies for customer delight, shared values for customer delight, employee empowerment for customer delight, expected norms for customer delight, superior service environment, customer delight competency development and customer delight service scripting. These factors reflect theories of cultural layers.

The developed OCCD scale can provide hospitality managers a self-evaluation and diagnostic instrument to enable their cultural improvement. In addition, OCCD scale can garner employee consensus and further facilitate the effectiveness of human resources management.

This study developed an organizational cultural scale to explore the importance of customer delight in the hospitality industry. It expanded academically the current knowledge of organizational culture and customer delight.