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研究生:容盈盈
研究生(外文):IIN YULIA YONNATA
論文名稱:全面品質管理在會計師事務所之應用:以印尼雅加達X會計事務所為例
論文名稱(外文):The Application of Total Quality Management in CPA Firms:A Case Study of CPA X, Jakarta
指導教授:陳文華陳文華引用關係
指導教授(外文):Andy Chen
學位類別:碩士
校院名稱:國立臺灣大學
系所名稱:企業管理碩士專班
學門:商業及管理學門
學類:企業管理學類
論文種類:學術論文
論文出版年:2009
畢業學年度:97
語文別:英文
論文頁數:93
中文關鍵詞:N/A
外文關鍵詞:Total Quality ManagementCertified Public Accounting Firmsmanagement strategyquality control system.
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Motivated by the author’s interest in the concept of Total Quality Management in various industries, this thesis deals with the application of the wisdom and techniques of Total Quality Management in Certified Public Accounting firms, with the case study of CPA X, located in Jakarta, Indonesia, in which the author has a considerable period of working experience. Through this thesis, the author describes the perspective of Total Quality Management in a detailed manner and the application of Total Quality Management in a professional service industry that has different characteristics when compared with other industries, such as manufacturing and conventional service industries. After that, the author describes the profile of CPA X and its uniqueness of quality control systems. Then from the perspective of Total Quality Management, the author explores the possible applications and managerial recommendations to improve the quality of the works done by the auditors with the emphasis of the customers and employees sides.
Table of Contents
Acknowledgement…………………………………...…………………………………......ii
Abstract………………………………………………………...…………………………..iii
List of Tables………………………...………………………………………….…………vi
Chapter 1 Introduction 1
1.1 Research Background 1
1.2 Research Objective 2
1.3 Thesis Structure 2
Chapter 2 Literature review 4
2.1 Introduction 4
2.2 Quality 4
2.2.1 Quality and Success 5
2.3 Total Quality Management 5
2.3.1 Management System View of TQM 7
2.3.2 The Core Values of TQM 9
2.3.3 TQM Implementation 11
2.4 Total Quality Management in Professional Service Firms 13
2.4.1 Professional Service Firms 13
2.4.2 TQM Implementation in Professional Service Firms 16
Chapter 3 Research Methodology and Case Study Analysis 18
3.1 Information and Data Gathering 18
3.2 Research Method 18
3.3 CPA Firms 19
3.4 CPA Firms in Indonesia 22
3.5 Profile of CPA Firm X 22
3.6 Quality Control in CPA Firms 31
3.6.1 Statement of Quality Control Standard (SQCS) No. 7 32
3.6.1.1 Definitions 32
3.6.1.2 Documentation and Communication of Quality Control Policies and Procedures 36
3.6.1.3 Elements of a System of Quality Control 37
3.6.2 Peer Review 46
3.6.2.1 System Review 48
3.6.2.2 Engagement Review 52
3.6.3 Sarbannes – Oxley Act 53
3.7 Quality in CPA X 59
3.8 TQM in CPA X 77
3.8.1 Improving professional development quality standards by addressing clients’ needs in CPA X 80
3.8.2 Improving professional development quality standards by addressing professional personnel’s’ needs in CPA X 82
Chapter 4 Conclusion 84

References 86
Appendix…………...……………………………………………………………………...89
Books, Scientific Articles and Published Papers
Aggarwal, S. (1993), "A Quick Guide to Total Quality Management", Business Horizons, Vol. 36 No.3, pp.66-8.
AICPA Auditing Standards Board (2007), “Statement on Quality Control Standards (SQCS) No. 7, A Firm''s System of Quality Control”.

AICPA Auditing Standard Board (2007), “Standards for Performing and Reporting on Peer Review”.

Bergman and Klefsjo, (2003), “Quality from Customer Needs to Customer Satisfaction”, translate by Karin Ashing, Studentlitteratur, Lund.
Bowen, D.E., Lawler, E.E. (1992), "The Empowerment of Service Workers: What, Why, How, and When", Sloan Management Review, Vol. 33 No.3, pp.31-9.
Cameron and Sine, (1999), ”A framework for organizational quality culture”, Quality Management Journal, Vol. 6, N. 4, pp. 7-25.

COATE, (1990),“Implementing Total Quality Management in A University Setting”, In: Lawrence, A. Sherr & Deborah, J. Teeter (Eds.) Total Quality Management in Higher Education, (San Francisco: Josse-Bass Inc., Publishers).

Deming, (1990), “Report card on TQM”, Management Review, pp. 22-5.

Garvin, D.A. (1988), “Managing Quality: The Strategy and Competitive Edge”, Free Press, New York, NY

Hansen, T. (2001), "Quality in the marketplace: a theoretical and empirical investigation", European Management Journal, Vol. 19 pp.203-11.
Harvey, J. (1990), "Operations Management in Professional Service Organisations: A Typology", International Journal of Operations & Production Management, Vol. 10 No.4, pp.5-15.
Haywood-Farmer, J., Stuart, F.I. (1990), "An Instrument to Measure the ′Degree of Professionalism′ in a Professional Service", The Service Industries Journal, Vol. 10 No.2, pp.336-47.
Haywood-Farmer, J. (1994), " Professional Service Firms and Total Quality Management: A Good Fit?", International Journal of Service Industry Management, Vol. 5 No.3, pp.102-110.

Hellsten and Klefsjo, (2000), “TQM as a management system consisting of values, techniques and tools”, The TQM Magazine, Vol. 12, No. 4, pp. 238-44.
Holzinger, A.G. (1992), "How to Succeed by Really Trying", The Nation′s Business, Vol. 80 No.8, pp.50-1.
Howard, J.H. (1991), "Leadership, Management and Change in the Professional Service Firm", Business Quarterly, Vol. 55 No.4, pp.111-8.
Idrus, (1995), “Empowerment as a manifestation of total quality: a study in three countries”, Total Quality Management, pp. 603-612.

Indonesian Institute of Accountants Quality Control System for CPA Firms, 2007

International Federation of Accountant, (2007), “International Standard on Quality Control (ISQC) 1, Quality Control for Audit, Assurance and Related Services”.

Jablonski, J.R. (1992), “Implementing TQM” 2nd ed. Albuquerque: Technical Management Consortium.

Jeffords, Raymond; Thibadoux, Greg M. (1993), “TQM and CPA firms”, Journal of Accountancy.

Johansson and Lindfors, (1993), ”Research Method”, Lund: Studentlitteratur.

Kanji, G.K. (1990) Total Quality Management: the Second Industrial Revolution, Total Quality Management, 1(1), 3-13

Kanji, G.K. (2002) Measuring Business Excellence (Routledge Studies in Business Organizations and Networks)

Koc, E, (2006), Total Quality Management and Business Excellence in Services: The Implications of All-inclusive Pricing System on Internal and External Customer Satisfaction in the Market, Total Quality Management 17(7), 857-877

Levine, Constance, (1993), “How TQM worked for one firm”, Journal of Accountancy.
Maister, D.H. (1982), "Balancing the Professional Service Firm", Sloan Management Review, Vol. 24 No.1, pp.15-29.
Marshall and Rossman, (2006), “Designing Qualitative research”, Fourth edition, SAGE Publication.
Materna, S., Rothe, K. (1992), "A Canadian Hospital Implements Continuous Quality Improvements", Quality Progress, Vol. 25 No.4, pp.89-91.
Oakland, J.S. and Beardmore, D. (1995), “Best Practice Customer Service”, Total Quality Management, 6(2), 135-48

Public Company Accounting Reform and Investor Protection Act, 2002
Raelin, J.A. (1989), "An Anatomy of Autonomy: Managing Professionals", The Academy of Management Executive, Vol. 3 No.3, pp.216-28.
Ritsema van Eck-van Peet, H.P., Broekhuis, M. (1992), "Problems of Quality Management in the Professional Services", International Journal of Quality & Reliability Management, Vol. 9 No.7, pp.23-36.
Spanbauer, (1989), “Measuring and Costing Quality in Education”, Appleton, Wisconsin: Fox Valley Technical College Foundation.
Zairi, M. (2002) Beyond TQM Implementation: the new paradigm of TQM sustainability, Total Quality Management, 13(8), 1125-1140

Web pages and Other References
1.www.kpmg.com
2.www.kpmg.co.id
3.www.pwc.com
4.www.deloitte.com/global
5.www.ey.com
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