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研究生:邱德勳
研究生(外文):Te-Hsun Chiu
論文名稱:推行ISO9001:2000標準之關鍵成功因素探討以電機、電子產業為例
論文名稱(外文):Critical successful factors for ISO 9001:2000 Standards: A survey for electronics and electrical industries
指導教授:劉漢容劉漢容引用關係
指導教授(外文):Han-Jung Liu
學位類別:碩士
校院名稱:國立成功大學
系所名稱:高階管理碩士在職專班
學門:商業及管理學門
學類:其他商業及管理學類
論文種類:學術論文
論文出版年:2002
畢業學年度:90
語文別:中文
論文頁數:97
中文關鍵詞:關鍵成功因素
外文關鍵詞:ISO 9001TQM
相關次數:
  • 被引用被引用:91
  • 點閱點閱:3488
  • 評分評分:
  • 下載下載:1160
  • 收藏至我的研究室書目清單書目收藏:4
摘 要
  ISO 9000之系列標準歷經1987年初版、1994二版,至2000年第三次改版公諸於世,台灣廠商面對此一波又一波國際標準之更新,如何思考因應對策,以期利用此一工具在內部品質之提昇、流程之改善、與外部客戶滿意度之增進,強化國際舞台之競爭力,為一重要課題。
本研究經由ISO 9001:2000關鍵成功因素與相關文獻之探討彙整出影響ISO 9001:2000推行之因素,經由專家、學者、業界與驗證公司建議後,修改變數項目,研究結果得到國內電機、電子產業推行ISO 9001:2000版的關鍵成功因素之十大構面(持續改善、客戶滿意、高階層的參與及決心、教育訓練、驗證與輔導單位的選擇、員工全面參與、建立互惠的供應商關係、流程的改善、組織系統化的管理、組織系統文件化的管理)及30個變數(針對品質的持續改善、針對交期的持續改善、針對成本與服務的持續改善、內部客戶的滿意程度、外部客戶的滿意程度、最終客戶的滿意程度、高階主管將ISO 9001理念具體化並訂定方針計畫、高階主管定期診斷ISO 9001的推行、高階主管宣示品質目標並視品質為本身責任、所有人員均瞭解ISO 9001理念、員工對ISO抱持支持的態度、訓練內部稽核人員能監督ISO的運作、對高階主管實施ISO 9001教育訓練、對中層人員實施ISO 9001教育訓練、對基層員工實施ISO 9001教育訓練、有足夠經費投入ISO 9001教育訓練、增加每位員工接受ISO教育訓練的時數、輔導機構對ISO 9001的推動輔導、驗證單位對ISO 9001實施單位的監督、高階人員全面參與、中╱低階人員全面參與、對供應商系統的輔導、高階人員與供應商品質之改善、對組織品質系統的專案改善、對組織的流程與績效定期評估、內在與外在環境的分析、設定階段性目標以推行ISO 9001、組織有充分資源配合、組織實施無紙化或減少系統所需文件、組織減少系統所需之品質記錄),經由構面與因素分析萃取其關鍵成功因素。
經由回收樣本之統計資料分析,廠商在認知面與實施面之分析結果來做為正在推行以及欲導入推行ISO 9001:2000標準之廠商參考之依據。
ISO 9001:2000版強調以顧客導向、優勢領導、全員參與、流程導向、系統化管理、持續改善、依事實作決策、建立供應商互利關係等8大架構原則,不再強調組織須建立龐大的品質記錄與程序書,或只適用製造業,經由ISO 9001:2000關鍵成功因素之萃取,本研究之結果對於中小企業林立的台灣應可供為借鏡。
第壹章 緒論
第一節 研究動機………………………………………………………… 1
第二節 研究目的…………………………………………………………. 3
第三節 研究範圍與限制………………………………………………… 4
第四節 研究流程…………………………………………………………. 5

第貳章 文獻探討
第一節 ISO9000國際品質管理制度…………………………………….. 6
第二節 關鍵成功因素  ………………………………………………27
第三節 品質管理之關鍵要素……………………………………………36
第四節 本研究的ISO 9001關鍵成功要素………………………………37

第參章 研究方法
第一節 研究變數定義……………………………………………………38
第二節 研究主題及研究假設……………………………………………44
第三節 抽樣設計…………………………………………………………46
第四節 資料分析方法 …………………………………………………..47

第肆章 研究結果與分析
第一節 回收樣本統計資料分析…………………………………………51
第二節 認知重要度及實施滿意度之分析………………………………53
第三節 ISO 9001關鍵成功因素之因素分析……………………………57
第四節 假設檢定結果……………………………………………………79

第伍章 結論與建議
第一節 結論………………………………………………………………83
第二節 建議………………………………………………………………89
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