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研究生:段翰文
研究生(外文):Han-Wen Tuan
論文名稱:以知識管理為基之整合性品管模式設計
論文名稱(外文):A KM-based Integrated Quality Management Model Design
指導教授:楊正甫楊正甫引用關係劉家驊劉家驊引用關係
指導教授(外文):Cheng-Fu YangChia-Hwa Liu
學位類別:碩士
校院名稱:國防管理學院
系所名稱:國防資訊研究所
學門:電算機學門
學類:電算機一般學類
論文種類:學術論文
論文出版年:2001
畢業學年度:89
語文別:中文
論文頁數:116
中文關鍵詞:全面品質管理ISO 9000使用者需求平衡計分卡知識管理
外文關鍵詞:Total Quality ManagementISO 9000User RequirementBalanced ScorecardKnowledge Management
相關次數:
  • 被引用被引用:3
  • 點閱點閱:217
  • 評分評分:
  • 下載下載:0
  • 收藏至我的研究室書目清單書目收藏:2
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
書籍:
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[2] 杜拉克等著(民八九),哈佛商業評論—知識管理,第一版,台北:天下遠見,張玉文譯。
[3] 杜拉克等著(民八九),哈佛商業評論—績效評估,第一版,台北:天下遠見,高翠霜譯。
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[14] 戴久永著(民八八),全面品質經營,第三版,台北:中華民國品質學會。
[15] 戴文坡等著(民八九),知識管理,初版,台北:中國生產力,胡瑋姍譯。
期刊:
[16] 朱慧德、楊正甫、段翰文(民九十),「以顧客滿意之服務品質為基礎導入資訊系統發過程」,品質學報,第七卷,第二期,90年。
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論文:
[19] 吳昭瑩(民八八),「應用品質管理模式評量資訊系統」,國防管理學院國防資訊研究所碩士論文。
研討會:
[20] 朱慧德、朱艷芳、陳百裕(民八六),「ISO 9001:2000 標準與軟體品質管理」,第五屆國防管理學術暨實務研討會,國防管理學院主辦,台北市,86年6月,頁477-482。
[21] 張展裕、蘇元良(民八三),「以軟體產能成熟度模式評估台灣資訊業產能之研究」,台北國際品質會議,品管學會主辦,台北市,83年,頁655-660。
報告及雜誌:
[22] 王銘宗、吳永智(民八八)、「全面品質管理資訊系統模式之規劃研究」,國防科技發展方案學術合作協調小組研究結案報告。
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Books:
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Conference Papers:
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[107] Hoffmann, Marcel, Kai-Uwe Loser, Thomas Walter and Thomas Herrmann (1999), “A Design Process for Embedding Knowledge Management in Everyday Work,” ACM, pp.296-305.
[108] Hysell, Debbie (1999), “ISO 9001: Traditions Before and After,” ACM, pp. 99-104.
[109] Khalil, Omar E. M. (1994), “Information Systems and Total Quality Management: Establishing the Link,” ACM, pp. 173-183.
[110] Lemak, David J. and Joseph C. Montgomery (1996), “Beyond Process: TQM Content and Firm Performance,” ACM, Vol.21, No. 1, pp.173-202.
[111] Skok, Walte (1999), “ Knowledge Management: London Taxi Cabs Case Study,” ACM, pp. 94-101.
[112] Sumner, Mary (1999), “Knowledge Management: Theory and Practice,” ACM,, pp.1-3.
[113] Sumner, Mary (1993), “The Impact of Total Quality Management on The Roles and Responsibilities of Information Systems Professionals,” ACM, pp. 234-242.
Report & WWW sites:
[114] Paulk, Mark C. …etc. (February 1993), “ Key Practices of the Capability Maturity Model, Version 1.1,” Software Engineering Institute.
[115] http://www.cme.org.tw/know/
[116] http://www.ovum.com/
[117] http://www.apqc.ort/
[118] http://www.software.org/quagmire/
[119] http://www.sveiby.com.au/
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