臺灣博碩士論文加值系統

近年來，全球市場環境變遷快速，企業經營競爭激烈，為提升競爭優勢，必須掌握核心專長，以不斷創新的精神來調適變革，追求成長。然而如何選擇正確變革策略，整合各項資源來強化企業經營體質，改善組織績效，卻殊為不易；其中關鍵要素則在於必須具備運籌管理的能力，以知識管理的技術來發展一套優勢的經營管理模式。鑒於業界有效掌握企業品管觀念考量實際績效與本身知識整合的模式並不多見，因此本研究嘗試提出一套完整的新管理模式，供企業參考與應用。
模式內容主要應用相關全面品質管理(TQM)觀念，結合PDCA管理循環為其核心；分析內外部使用者需求(user Requirements)為其動力；參考各項相關標準(relevant Standards)為其指引；提升企業績效(Performance)為其目標；並應用知識管理(Knowledge Management)觀念為其基礎，建構企業整合性品管知識，簡稱為TRSPK模式。所以，本研究主要目的在於重新設計一套新的整合性品質管理模式，應用知識管理觀念於其中，來改善作業流程及產品品質，提昇企業競爭優勢及品質管理效能，其研究成果有二：
1.結合使用者需求、績效評估、全面品質管理、與相關軟體標準，提供企業整合性品質管理模式架構與觀念。
2.應用知識管理觀念於整合性品質管理模式中，並探討彼此間的互動關係，設計一個以知識管理為基礎的整合性品質管理模式。
最後，研究成果可結合企業知識管理需求，分析及建立企業服務品質，提昇企業競爭能力及品質管理效能。

In recent years, the business environment changes rapidly, enterprises compete radically and are necessary to hold and control core competences for promoting competitive edges. Then it is difficult for enterprises to choose a correct change strategy and integrate all kinds of resources for enhancing enterprise constitution and improving organizational performance. The key factor is the capability of planning and management that base on knowledge management techniques for developing an advantage management model.
Hence, this paper tries to propose a generic integrated quality management model with KM-based application. This model mainly applies the concept of TQM with PDCA circle in kernel, analyzes user Requirements as driver, refers to relevant Standards for guideline, achieves the Performance to the chief goal of firms, collects quality knowledge on the basis of the concept of Knowledge management for application. The proposed model called TRSPK model is applied to a case of software industry to verify the performance. So, the purpose of this paper is to integrate relevant quality management models with a holistic viewpoint and to apply KM on it for enterprises. The contribution of this paper can be summarized as follows:
1.Integrates the models of user requirement, performance, TQM, and relevant standards and provides the integrated quality management model for enterprises.
2.Applies the concept of KM on the integrated quality management model and discusses the relationships among these elements.
Finally, based on this model, analyze and build the quality of service for enterprise to promote competitive capabilities and edges.

中文摘要
Abstract
誌謝
目錄
圖目錄
表目錄
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 研究範圍及限制3
1.4 研究方法及步驟4
1.5 論文架構 6
第2章 文獻探討 7
2.1 全面品質管理 7
2.2 標準 20
2.3 使用者需求 30
2.4 績效評估 33
2.5 知識管理 37
2.6 結語 41
第3章 整合性品質管理模式架構 42
3.1 整合性品質管理模式 42
3.2 知識管理系統架構 49
第4章 TRSPK模式建構63
4.1 TRSPK模式概念 63
4.2 TRSPK模式分析與設計73
4.3 TRSPK模式導入 85
第5章 個案研討94
5.1 背景 94
5.2 個案分析94
第6章 結論與未來研究方向102
6.1 結論 102
6.2 未來研究方向 105
參考文獻 106
附 錄114
中英文索引115
作者簡介 117

中文文獻
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