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博碩士論文 etd-0619109-195610 詳細資訊
Title page for etd-0619109-195610
論文名稱
Title
全面品質管理對公司經營績效之影響研究
The Impact of ISO 9000 on TQM and Business Performance
系所名稱
Department
畢業學年期
Year, semester
語文別
Language
學位類別
Degree
頁數
Number of pages
88
研究生
Author
指導教授
Advisor
召集委員
Convenor
口試委員
Advisory Committee
口試日期
Date of Exam
2009-05-16
繳交日期
Date of Submission
2009-06-19
關鍵字
Keywords
企業績效、顧客滿意度、競爭表現、TQM、ISO 9000
Business Performance, Customer Satisfaction, Competitiveness, TQM, ISO 9000
統計
Statistics
本論文已被瀏覽 5733 次,被下載 18
The thesis/dissertation has been browsed 5733 times, has been downloaded 18 times.
中文摘要
在全面品質管理的領域中,如同現今企業所實行的ISO 9000一般,儼然成為企業的一個標竿,爭取全面品質管理獎為各企業的目標,有關推行TQM對於績效所產生的影響,近年來許多實證研究結果,存有不一致的論點。部份學者相信,TQM活動確實能對工廠的品質及生產力有正面影響,降低生產時間及產生競爭優勢。
而本文的目的便在研究TQM實務與經營績效間的關係,並希望以此研究結果提供給業界作為參考用。本文以台灣地區130家中小企業製造業,以通過ISO 9000認證製造業為對象,以郵寄的方式寄發130份問卷,實際回收129份問卷,其中包含1份無效問卷,回收率99%。
本研究中,以Han、Chen & Ebrahimpour(2007)提出之ISO 9000、全面品質管理以及企業績效的關聯模式為概念性架構,本研究採用ISO 9000認證、TQM的推行、競爭表現、與顧客滿意度做為績效衡量企業績效的衡量構面。使用複迴歸分析結果發現,ISO 9000認證、TQM的推行對企業績效無顯著的影響性。另外,本研究發現,全面品質管理活動中,競爭表和顧客滿意度對企業績效有顯著影響。換句話說,實施全面品質管理程度高的公司較競爭表現、與顧客滿意度,且其企業績效的表現也較佳。
Abstract
In the field of the Total Qualitative Management, like ISO 9000 that enterprises implement. Total Qualitative Management become a model of company, strive for the Total Qualitative Management and reward it as the goal of every company. Recent years, many empirical research results of implementing TQM and their effects on performance have different view points. Some scholars believe that TQM activities indeed have positive impact on firm’s quality and productivity, and reduce production time and then create competitive priorities.
The objective of this study is to find out the relationship between TQM practices and business performance, and hope the result of this study could provide some suggestions for the managers.This study sampled 130 the small and medium enterprises manufactures in Taiwan with which had registered ISO 9000 . A total of 130 manufacturing corporations were each sent the questionnaire. There are 129 returned questionnaires, response rate is 99%.
The conceptual framework of this study is based on the research model of S.Bruce Han、Shaw K. Chen、Maling Ebrahimpour(2007), that the dimensions of ISO 9000, TQM and Business Performance and significantly correlated.This research adopts the ISO 9000 efforts, TQM practices, competitiveness , and customer satisfaction as business performance of measure perspectives. Using multiple regression analysis, this paper finds that ISO 9000 efforts and TQM practices hasn’t the positive influence to the business performance. Besides, this research finds that the competitiveness and customer satisfaction had positive influences on the business performance. In other words, the firms with high TQM implementation will put more emphasis on competitiveness and customer satisfaction have better business performance.
目次 Table of Contents
中文摘要 i
Abstract ii
誌謝詞 iii
表目錄 v
圖目錄 vii
第一章 緒論 1
第一節 研究背景與動機 1
第二節 研究目的 2
第三節 研究流程 2
第二章 文獻探討 4
第一節 ISO 9000 4
第二節 全面品質管理 10
第三節 競爭能力 14
第四節 顧客滿意度 16
第五節 經營績效 17
第三章 研究設計 20
第一節 研究架構 20
第二節 研究變數及操作性定義 21
第三節 研究假說 22
第四節 量表設計 23
第五節 量表測試 25
第六節 正式問卷發放回收與整理 29
第七節 資料分析方法 29
第四章 資料分析與討論 32
第一節 回收樣本特性分析 32
第二節 問卷之信度檢定與效度分析 36
第三節 影響業績表現之因素分析 39
第四節 各變數之間的相關分析 47
第五節 影響業績表現之迴歸與路徑分析 50
第六節 人口統計變項對業績表現之差異分析 57
第五章 結論與建議 66
第一節 研究結論 66
第二節 管理意涵 68
第三節 研究限制及後續研究建議 69
參考文獻 71
一、中文部分 71
二、英文部分 71
附錄 76
附錄一 研究問卷 76
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