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博碩士論文 etd-0607105-000747 詳細資訊
Title page for etd-0607105-000747
論文名稱
Title
TQM和品質績效與ISO 9000之關係-以台電公司為例
The study of relationship between TQM,quality performance and ISO 9000
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
85
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
2005-05-15
繳交日期
Date of Submission
2005-06-07
關鍵字
Keywords
全面品質管理、品質績效、ISO 9000
ISO 9000, quality performance, TQM
統計
Statistics
本論文已被瀏覽 5717 次,被下載 2357
The thesis/dissertation has been browsed 5717 times, has been downloaded 2357 times.
中文摘要
全面品質管理(TQM)和組織績效間的關係一直是近代品質管理研究的重要議題,而ISO 9000品質管理系統更是近年來世界各國極力推行的品質管理制度。本研究嘗試以量表化的實證方式去探討ISO 9000對TQM實務的推行和組織績效是否有助益,並探討TQM和組織績效間的關係。
研究結果顯示ISO 9000驗證後,TQM量表6個構面的平均值均有顯著增加,這樣的結果和許多研究認為ISO 9000是推行TQM的第一步的觀點相符。研究結果亦顯示ISO 9000驗證對單位品質觀念和建立品質文化的的貢獻最大。
在驗證TQM和品質績效之間的關係方面,本研究的結果發現,若只作相關性分析,則TQM各構面和整體的品質績效之相關分析都有顯著性,但若進一步對TQM和品質績效之間的關係作迴歸分析,則發現在TQM的構面中只有「作業與服務流程管理」和「顧客滿意」兩個構面和品質績效間有顯著相關。
Abstract
The most important topic of quality management in recently year is the relationship between TQM and organizational performance, and the ISO 9000 is also the index of the quality management system promoted around the world.
This empirical study that utilizes a mail survey tries to explore the influence of implementing the ISO 9000 in TQM practices and organization performance. This study also aims at the relationship between TQM and organization performance.
The result showed that the score of six TQM categories upraised significantly, which consist with the others report’s views – “ISO 9000 is the first step toward to TQM” The result also showed that ISO 9000 certification has administered very important on establish the quality culture and on concept of quality.
For verifying the relation between the TQM & the organizational performance, the results showed that the relationship between TQM & quality performance are statistically significant but, if go thoroughly into the details by regression analysis, we found only two categories “process & service management” & the “customer satisfaction”, which have the significant relationship with quality performance.
目次 Table of Contents
第1章 緒論 1
1.1 研究背景及動機 1
1.2 研究目的 2
1.3 研究流程 3
1.4 論文架構 5
第2章 文獻探討 6
2.1 典型的TQM文獻 6
2.2 TQM和組織績效之關係 11
2.3 TQM和ISO 9000之關係 13
2.4 其它TQM文獻 15
2.5 分析和整理 17
第3章 研究設計與實施 26
3.1 研究架構 26
3.2 研究方法 28
3.3 量表測試 32
3.4 資料分析方法 34
第4章 資料分析與討論 36
4.1 基本資料分析 36
4.2 ISO 9000驗證對TQM實務的影響分析 44
4.3 ISO 9000驗證對品質績效的影響分析 48
4.4 TQM和品質績效的相關分析 52
4.5 TQM構面和品質績效的迴歸分析 54
第5章 結論與建議 57
5.1 研究成果 57
5.2 研究發現 57
5.3 管理意涵 58
參考文獻 60
附錄1:Quazi(1998)TQM量表與本研究TQM量表項目之比較 66
附錄2:Brah(2002)QP量表與本研究QP量表項目之比較 70
附錄3:正式調查問卷 72
參考文獻 References
中文部份
1 “國家品質獎評審標準參考手冊”,中衛發展中心,2004年。
2 邱皓政, “量化研究與統計分析”, 五南, 2004年, 二版。
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