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研究生:黎氏娥
研究生(外文):Le Thi Nga
論文名稱:探討ISO9000對組織作業績效之長期影響
論文名稱(外文):The Long-term Impacts of ISO 9000 on Operational Performance
指導教授:吳俊儀吳俊儀引用關係
指導教授(外文):Chun-I Wu
學位類別:碩士
校院名稱:國立虎尾科技大學
系所名稱:經營管理研究所
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:2013
畢業學年度:101
語文別:英文
論文頁數:121
中文關鍵詞:個案研究ISO9000品質管理作業績效
外文關鍵詞:ISO 9000quality managementoperational performance
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ISO9000品質管理及品質保證標準公佈發行已超過二十年之時間,期間經由各國使用者持續地向國際標準組織提出改善建議,已使ISO9000成為一項有效的品質管理工具。然而,過去的研究顯示,組織對導入ISO9000對其績效之影響的結果有正反兩面不同的評價。本研究採用問卷調查及個案研究法,探討通過ISO9000驗證後之企業,就不同之企業屬性與運作時間而言,對公司作業績效的影響。主要研究結果顯示,不同之企業屬性對於導入ISO9000所感受到效益認知方面僅有些微或是沒有影響。然而,相較於成熟或是大型企業,新成立或小型企業將比較容易導入ISO9000。此外,研究結果亦顯示導入ISO9000長期而言對企業主要貢獻為協助企業建立一個改善產品品質、生產力及落實持續改善精神之基礎。

As it has been over two decades from the first issue of ISO 9000, a large effort has been generated to develop the standard and make it a successful quality management tool; however, the effectiveness of the standard on company performance has been recorded with both negative and positive results. Using the methods of survey and case study, this research aims at exploring the impacts of ISO 9000 implementation on operational performance under the varying of company characteristics and the length of time since registration. Among the major findings is that company characteristics have little or no impacts on the perceived benefits of ISO 9000; however, it is more likely for the young and small companies to implement the quality management system with less challenging, in comparison to the mature and large companies. The results also show that the long-term benefit of ISO 9000 certification is that the implementation of the quality system has set a foundation for the improvement of product quality, productivity and the continual improvement of the organizations.

English Abstract i
摘要 ii
Acknowledgements iii
List of Tables vii
List of Figures viii
Chapter 1 Introduction 1
1.1 Research Motivation 1
1.2 Research Objectives 6
1.3 Research Outline 7
Chapter 2 Literature Review 8
2.1 ISO 9000 Quality Management System – An Over View 8
2.1.1 The History of ISO 9000 8
2.1.2 ISO 9000 Series Standards 9
2.1.3 ISO 9000 and Quality Management Practice 9
2.1.4 The Diffusion of ISO 9000 10
2.2 Motives for ISO 9000 Adoption 11
2.3 Critical Factors in the Implementation of ISO 9000 12
2.4 Impacts of ISO 9000 on Firm’s Performance 16
2.4.1 Impacts of ISO 9000 on Operational Performance 17
2.4.2 Impacts of ISO 9000 on Business Performance 21
2.5 Research Questions 22
2.6 Research Hypotheses and Conceptual Model 23
Chapter 3 Research Methodology 28
3.1 Research Method 28
3.2 Sample and Data Collection Procedures 30
3.3 The Survey Design 31
3.3.1 Measures of Variables 31
3.3.2 Profile of the Respondents 34
3.3.3 Analysis of Reliability and Validity 37
3.4 The Case Study Design 42
3.4.1 Research Questions 42
3.4.2 Propositions 42
3.4.3 Unit of analysis 43
3.4.4 Design of Data Collection 43
Chapter 4 Results 46
4.1 Descriptive Statistics for the Survey Results 46
4.2 The Influences of Company’s Characteristic on the Outcomes of ISO 9000 Implementation 49
4.2.1 Company Size 50
4.2.2 Company Age 58
4.2.3 Major Markets and the Length of Time since Registration 59
4.3 Relationship between the Depth of ISO 9000 Implementation and the Criticisms against ISO 9000 60
4.4 Relationships among the Criticisms against ISO 9000, the Depth of ISO 9000 Implementation, and the Perceived Impacts of ISO 9000 on Operational Performance 62
4.5 Summary of the Survey Results 64
4.6 The Case Study Results 69
4.6.1 The Criticisms against ISO 9000 72
4.6.2 The Implementation and Application of ISO 9000 Quality Management System 75
4.6.3 The Perceived Benefits of ISO 9000 on Operational Performance 80
Chapter 5 Discussion and Conclusion 85
5.1 Discussion of the Findings 85
5.1.1 Impacts of Company’s Characteristics on the Performance of ISO 9000 Quality Management System 85
5.1.2 Relationship among the Criticism against ISO 9000, the Application of ISO 9000 and the Perceived Benefits of ISO 9000 92
5.1.3 The Long-Term Benefits of ISO 9000 Implementation 93
5.2 Conclusion and Managerial Implications 95
5.3 Limitations and Suggestions for Future Research 97
Reference 99
Appendix I 107
Appendix II 114
Extended Abstract 119
Curriculum Vitae 121


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