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生產/作業管理期末報告
-----企業診斷
勤億蛋品科技

中華民國105年1月
目錄
* 前言 1. 研究動機 2. 研究目的 3. 研究問題 4. 研究流程 * 個案分析 1. 公司簡介 2. 生產流程 3. 產品介紹 * 問題分析 * 問題解決與建議 * 結論 * 資料來源

* 前言 1. 研究動機
蛋品為民生必需品,供應商多競爭激烈,但勤億蛋品在眾多競爭者中仍能維持自身優勢,身居全臺最大蛋品供應商。而隨市場環境變動影響,為穩固品牌地位,需不斷謹慎檢驗企業內部及外部品牌相關層面,在發現問題後,選擇適合的因應措施,妥善並快速解決問題。故本組選擇勤億蛋品作為研究對象,瞭解勤億蛋品的現況問題,並思索如何妥善解決。

2. 研究目的
藉由觀察勤億蛋品現況問題並找出解決方法,瞭解應該如何和顧客維持良好關係,並確保產品品質,避免品牌為此受打擊。
因此本組列出以下兩點研究目的:
1. 研究如何恰當地回應、處理顧客的問題,維持顧客忠誠度。
2. 瞭解如何監督合作牧場,以維持產品品質,確保顧客信任度。

3. 研究問題
延續本組研究目的,列出以下兩點研究問題:
1.如何有效處理顧客的問題?
2.如何去落實、傳遞合作牧場的品質?

4. 研究流程 本組研究流程圖如下圖所示:

圖1-1 研究流程圖

* 個案分析
1.公司簡介
民國七十年代隨著台灣經濟起飛,國民所得增加,消費性產業連帶崛起,烘培業需要用蛋,食品加工需要蛋,餐飲業也要蛋,市場對蛋品的需求暴增,然養雞場可以一座接一座蓋,但蛋品加工製造水準能否快速跟上市場腳步,不無疑問。為滿足市場需求,提升台灣蛋品水平,勤億於1981年10月25日成立,為台灣第一家專業液蛋公司。
企業理念
提升台灣蛋品水平,服務更多消費大眾,勤億持續向前行
圖2-1
圖2-1
勤億蛋品科技
勤億蛋品科技
身為全台首屈一指的蛋品公司,勤億自覺肩負提升台灣蛋業水平的使命,所以他們不斷創新,從一般液蛋升級到殺菌液蛋,從蛋品堅持冷藏保鮮運送,秉持著企業誠信與熱忱,從自身做起,期能拋磚引玉,引領產業向上提升。
除了蛋品加工製造與運送,勤億接著又投入了蛋雞飼養產業,以好山好水的嘉義地區為基地,陸續建設多座蛋雞飼養場,採高規格、現代化的方式養雞,產出一粒粒高優質的勤億蛋品。 自此,勤億成為蛋品一條龍企業,從前端的蛋雞飼養,中段的蛋品加工製造,到末端的成品物流配送,秉持「愛惜每個人.珍惜台灣」的企業信念,力行「最自然.最科技」的企業發展方向,為獻給國人更高品質的蛋品生活,勤億持續向前行。
2.生產流程(前端蛋雞飼養、中端加工製造、末端物流配送)
(1)前端蛋雞飼養 台灣蛋雞飼養99%採傳統籠養型式,雞隻在飼主眼中不過只是個生產工具,其命運與待遇受市場價格起伏決定,蛋價高就使其日以繼夜拼了命產蛋。中南部鄉下依舊常見的傳統蛋雞飼養場,雞的排洩物就直接拉在鐵籠底下,籠舍只是個簡單遮雨棚,雞屎臭氣飄散四方,衛生條件極不理想。此外,也有鐵皮廠房搭建的蛋雞場,雖然環境比傳統的優良,但仍有致命的缺點。廠房因空間較為密閉,萬一某些雞隻染病,會像瘟疫一樣迅速蔓延。 然而勤億蛋品科技自家的幸福牧場,採用的是「自然放牧」的飼養系統,除有室內勤設讓雞產蛋、休息、躲避威脅外,更提供室外活動空間,讓雞可自由進出,到果園或農地覓食、洗砂浴、奔跑,滿足自然行為需求;勤億選擇擇阿里山腳下,以「幸福」為名,成立了全台首座採人道自然放牧的大型蛋雞牧場。
(2)中端加工製造
自丹麥引進全台最新最大的連續式殺菌設備,結合新鮮屋與袋式自動充填科技,從清洗、打蛋、殺菌、包裝全程自動化一氣呵成,致台灣液蛋水準擠身世界先進國家之林。
採國際認可的巴斯德低溫殺菌法,藉由鈑式熱交換器 (急速降溫→預熱→升溫殺菌→降溫→冰溫)消滅沙門氏菌、大腸桿菌、黴菌等多種致病菌、腐敗菌。殺菌全程於高架且密閉管路內進行,徹底隔絕外部污染機會。
殺菌液蛋製程
Step1 自動上蛋
機器代替人工,快速有效率。
藉由真空吸蛋裝置迅速將雞蛋一一吸放置輸送帶上,設備最快每小時可上蛋高達135000顆。
Step2 蛋殼刷洗與風乾
以溫水噴淋蛋殼,經由快速旋轉刷毛,將蛋殼表面的髒汙,如雞屎、羽毛或污垢等去除。
噴淋次氨酸鈉液(濃度200~300ppm)對蛋殼表面進行消毒。
強力吹風裝置,將蛋殼表面殘留的水滴吹除。
Step3 自動打蛋
機器代替人工,效率高又衛生
勤億蛋品的設備最快每小時可打蛋高達135000顆。
打蛋後自動分離出蛋黃、蛋白,經兩道過濾網濾除(過濾網徑1mm、2mm) 蛋殼碎屑繫帶與雜質後,輸送至桶槽內。
Step4 均質與調合
讓濃度與品質更完美
桶內液蛋藉由攪拌裝置進行調合,使濃度、品質一致,且完整保留雞蛋原有的鮮度與營養。
三座大型液蛋調合桶,可储存蛋黃、蛋白與全蛋液,總容量高達九千公斤,相當於十八萬顆去殼後的雞蛋。
Step5 巴斯德低溫殺菌
讓食品安全更有保障
與歐美同步採用巴斯德低溫殺菌法,透過鈑式熱交替器預熱、升溫殺菌、迅速冷卻(至4度C以下)的程序,3.5分鐘完成殺菌,過程中不致讓液蛋熱化或變質。
有效滅除沙門氏菌、大腸桿菌等多種致病菌,降低食物中毒風險。
Step6 成品自動包裝
A 袋是殺菌液蛋
採用耐種抗壓的高密度基層袋,將殺菌後之蛋液自動充填入帶並封口。
包裝規格:袋裝2公斤/5公斤/10公斤
B 新鮮屋殺菌液蛋
採用與鮮奶同級的新鮮屋包裝,從”紙盒成型、UV滅菌、充填蛋液、封口”全程自動化,最快每小時可產出三千瓶新鮮屋。
包裝規格:瓶裝975公克
Step7 成品立即送入冷藏庫以四度C保鮮
(3)末端物流配送
自有物流車隊
因雞蛋實非一般貨品,運送需高度專業,故勤億自立業初始即決定建置自有物流車隊,不求便宜行事而委外代運,以求確保蛋品運送安全與效率。歷經三十多年來擴充,現有配送車輛超過70輛,同業間最具規模的全台配送網,服務涵蓋全台近三百個鄉鎮市區,廣及千家萬戶。
從工廠到賣場 堅持低溫配送
無時無刻與時間賽跑 優先確保蛋品鮮度
勤億設廠嘉義,佔有接近產地的地利之便 (台灣雞蛋產地集中在彰化以南),除能就近掌控蛋品質量、取得優質蛋源外,亦能縮短從雞場收蛋到工廠加工的路程時間,讓新鮮不流失。
溫度對蛋品的鮮度具有決定性影響,因此,勤億堅持鮮蛋進廠隨即冷藏保存,待蛋品加工製造完成,自工廠出貨到送達客戶手中,以低溫冷藏配送,確保一路新鮮。

圖2-2蛋雞產地分佈
3.產品介紹
勤為一國內最大的蛋品公司,也是最大的液蛋供應商,主要供貨給烘焙業、餐飲業作為原料。
消費者: 業務通路、團客。
購買心理: 液蛋在同樣的蛋品市場,價位比一般外面市售的蛋品貴上許多,但顧客也因為購買高品質蛋品的心理,而願意購買。
消費者較在意(感受):
(1) 蛋品的品質是否優質
(2) 是否能買到心中想要的商品
主要供貨給烘焙業、餐飲業作為原料。
商品: 殺菌液蛋、蛋捲、幸福滴雞精。(面膜正在研發當中)
行銷手法:
(1)殺菌液蛋連續劇置入性行銷
(2)娘家滴雞精
(3)發展觀光工廠
(4)與旅行社合作
(5)面對不同客群,有不同行銷手法

勤億擁有全台最新最大的連續式殺菌設備,從清洗、打蛋、殺菌、包裝全程自動化一氣呵成,並採用與鮮乳同級的新鮮屋,提供符合歐美日標準的殺菌液蛋產品,降低食物中毒風險,為食品安全提供更多保障。EX: 勤億殺菌蛋黃液、勤億殺菌蛋白液、勤億殺菌全蛋液。
(1)殺菌液蛋為挑選新鮮的雞蛋,經外觀檢查、乾淨、風乾、打蛋去殼後低溫殺菌所生產的產品,分為蛋白液、蛋黃液、及全蛋液三種,可供團膳及糕餅業者使用。EX:85度C、伊莎貝爾等業者均是使用勤億蛋品科技的殺菌液蛋。

| | 蛋黃粉 | 蛋白粉 | 全蛋粉 | 食品加工 | 蛋糕 | | | | | 糖果 | | | | | 卡士達 | | | | | 甜甜圈 | | | | | 雞蛋麵條 | | | | | 冰淇淋 | | | | | 布丁 | | | | | 雞蛋味飲料 | | | | | 餡餅、派 | | | | | 火腿、香腸 | | | | 工業用途 | 印染 | | | | | 像片 | | | | | 接著劑 | | | | | 皮革螢光劑 | | | | 化妝品 | 洗髮精 | | | |

表2-1
(2)洗選蛋
勤億蛋品的洗選蛋就是藉由高品質的放山蛋雞所產出的雞蛋,利用廠內先進設備,篩除破殼蛋、列殼蛋、軟殼蛋等,在徹底清洗蛋殼上的汙物,經風乾、油蠟處理及燭光照蛋檢查後,予以分級包裝,消費者有多選項依售價、品質選擇蛋品。
(3)幸福滴雞精
幸福滴雞精目前僅在網路販售,都是採禮盒的設計。消費者收到時是冷凍宅配的包裝,而滴雞精包裝的材質外部是選用7號塑膠,內部是鋁箔軟袋,以確保產品的保鮮期。
勤億幸福滴雞精選用的雞齡是21個月的放山老母雞(一般的滴雞精品牌大多都是選用3~6個月雞齡),雞隻是100%自然放牧的, 因為勤億在阿里山山腳下有一片佔地3,000坪的未開發山林地,雞隻約3萬隻,捨棄傳統籠養方式,讓雞隻回歸100%自然放牧生活,不僅可自由啄食草地上的綠色植物、昆蟲、土壤等,還額外調配了含珍貴的植物性葉黃素、靈芝多醣體、納豆菌近20種營養配方,絕不施打生長激素或藥物。給予舒適的生活空間,雞隻們所生產的雞蛋,其葉黃素含量約為一般雞蛋的5倍;維生素A含量約為一般雞蛋的6倍;比一般雞蛋含有更多Omega-3脂肪酸,這般萃取出來的滴雞精營養成分比一般市售要來的優質。
此外,勤億幸福滴雞精,特製煉鍋慢火精煉六小時,遵循古法、步步講究、不求速成;收汁過程不加一滴水,不加其它中藥材調味,甚至有些市售的雞精會填加焦糖,反而會增加不必要的熱量。
勤億秉持營養實在,堅持只做最好的滴雞精;滴雞精的益處是只留下雞湯的精華,卻沒有它的油脂,每包的熱量僅有16.3大卡,比瓶裝雞精的熱量還低,希望藉此讓消費者喝出幸福的味道。
以手勁敲打切塊後的 將敲碎打過後的雞 放上爐台,慢火精
雞肉,使硬骨碎裂, 肉塊,一一放置特 煉六小時。
以利萃取骨中精隨。 制煉鍋內。 時間到,打開鍋蓋審 萃出隻雞汁精華, 全自動包裝,不觸及
視,雞骨肉內的精華 呈現黃金般的色澤, 人手,確保衛生無污
經長時間高溫悶烤, 營養價值豐富。 染。
被完整萃出。

三、問題分析 1.本組曾實際打電話至客服部,但客服部並未即時為我們轉接至適當部門,也經由網路資訊得知,以往勤億在面對顧客問題時並不積極。本組認為客服部並未替勤億與顧客間搭起良好的溝通橋樑,顧客糾紛處裡的功能性不大,勤億本身也不夠重視與顧客間的關係維持,故針對勤億處理顧客問題方面的問題做診斷,探討應該如何有效、即時處理顧客的問題。
問題所造成的影響:通常一個大公司遇到顧客糾紛,就要立即做處理和回應,以顧客問題處理為第一優先,當顧客產生問題,例如對產品品質或是服務不滿意、有疑慮時或顧客購買到的產品有瑕疵或是蛋殼損裂,如未妥善面對、處理顧客的問題,會造成顧客反感,進而不購買自身產品。勤億需重視與顧客間的溝通,藉以維持顧客關係,提高顧客忠誠度,維持顧客對公司品牌的好感度。Ex:福吉雅手作布丁的“勤億滾蛋事件”。福吉雅因對蛋商「勤億牧場」供應之品質衛生有嚴重疑慮,且經反應後毫無反省與改進之心,所以決定全面停止勤億牧場之供貨,改以南台灣其他優良牧場蛋品替代。

2.曾經發生過報社記者踢爆合作的牧場環境衛生不佳,記者去參訪其中一位與勤億有契約合作的牧場女老闆,女老闆在記者的請託下讓他進入雞舍。他們打開鐵門,卻見到雞舍前一堆尚未處理的死雞;此牧場是用水泥短牆圍住,圈養的雞隻擁擠且屎雞同在,數萬隻雞擠在小小空間裡,加上無架高設備將雞與排泄物分開,前一隻雞隨時可能將屎拉在另一隻低頭吃飼料的同伴頭上。種種跡象反應了合作牧場並未和勤億標榜的理念有所配合,而如何落實、傳遞與合作牧場的品質控管,是勤億必須認真探討的問題。
問題所造成的影響: 合作牧場這種環境與勤億強調的悠閒、樂活、天然的幸福飼養環境,一點都沾不上邊,與健康的放山雞有相當大的落差,這和勤億所宣稱的畜養理念、產品品質不符,卻把合作牧場的普通蛋佯充勤億自產的高價蛋,也未標示是哪座合作的契約牧場,如此資訊不平等的現象,讓勤億在消費者當中賺取暴利,嚴重損害企業形象。為維護自身品牌形象,及維持消費者對品牌的信賴,確保顧客忠誠度,須做好並落實合作廠商的品質控管,避免同樣的事情再度發生。

四、改善與建議
問題 1:
如何有效處理顧客的問題?
建議辦法: 處理抱怨的十大措施 | 快速反應 | 明確指出解決問題所需要的步驟 | 承認錯誤,不要辯護 | 讓顧客從頭到尾知道處理的過程 | 試著由顧客眼光來了解問題 | 考慮補償措施 | 不與顧客爭吵 | 重建對顧客的信心 | 了解顧客的感受 | 給予顧客最合理的利益 |
表4-1
除了網頁上的意見反饋單設置,可以設立客服部門,專門第一時間受理顧客的諮詢及問題處理,而不是讓顧客等上幾天才能獲得聯絡,甚至是因業務過忙而忽略顧客填寫的意見反饋單。
當顧客致電客服專線,可以由客服人員直接轉接相關部門,由瞭解問題並由可以處理問題的部門即時替顧客服務。
即使是全台最大間、最有名的公司,也不能漠視顧客的問題和回應,因為久而久之這樣的的無限惡性循環,種種小事情被放大之後,總有一定的機率會損及公司的名聲,對公司反而造成一大虧損,所以在客服問題處理的方面上必須要重視,對公司有益無壞。
故要重視與顧客間的溝通,並建立系統性的溝通管道,有一套客服專門的SOP處理流程,才能改善這個與顧客溝通的問題。

五、結論
1. 探討整個作業流程,找到需要改善的問題。
2. 探討在作業流程中,問題發生時,對公司帶來的影響。
針對以上問題,本組提出幾項建議來改善公司相關作業流程。雖然勤億目前為台灣最大蛋品商,但要使自身地位穩固,本組認為最為重要的即是品質以及顧客關係,在顧客問題回饋這方面的措施較鬆懈,非常需要做加強,若能把顧客問題重視的程度提高,一定可以提高公司名聲,對公司有益無害。反之,經過無限的惡性循環下,一定會損及公司的名聲,還有近來食品安全議題越受重視,如何避免遭受食安之災,穩固甚至是提升顧客的信賴度及忠誠度,是食品業者極為重要的課題。然後對主要顧客回應的品質問題要立即做改善,也要讓消費者能明顯的感受到勤億公司的誠意,福吉雅手作布丁的“勤億滾蛋事件”給勤億一個很大的教訓,勤億公司必須記取這個教訓,調整一下公司作風,相信這樣一定能和通路顧客長期維持合作關係,且對合作牧場的篩選也要更嚴謹,要不定期抽檢,並提供更明確的數據、檢核的結果和資料供顧客了解,提高品質安全的可信度,相信這樣對勤億公司必定能產生優良的連鎖效應。

六、資料來源
1.http://tw.chinyieggs.com/
2.http://taft.coa.gov.tw/public/data/442214585971.pdf
3.http://www.taiwan921.lib.ntu.edu.tw/mypdf/Egg_GRADING.pdf
4.http://w20770.pixnet.net/blog/post/38035771-%E5%8B%A4%E5%84%84100%25%E5%B9%B8%E7%A6%8F%E6%BB%B4%E9%9B%9E%E7%B2%BE-%E5%96%9D%E4%B8%80%E5%8F%A3%E5%B0%B1%E5%86%8D%E4%B9%9F%E5%9B%9E%E4%B8%8D%E5%8E%BB%E7%93%B6%E8%A3%9D

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