台灣企業整體品質意識發展現況之先期研究

Abstract

美國品管學者Harrington曾說：「二十世紀不是一場使用槍炮的戰爭，而是一場商戰，戰爭中的主要武器就是產品品質。」英國學者(Chase, 1988)在針對優良的歐洲公司為研究對象的研究報告中指出，企業經營的眾多要素中，品質名列第一。所以企業主實不應容釩~質成為成本控制與產量目標的犧牲品，而加強品質管理實為企業提昇競爭優勢的最佳途徑。 另外，根據釵h中外文獻，得知顧客需求、品質成本、全面品質管理三者的重要以及相關。掌握了這三者，便可有效地改善品質成本、顧客滿意度及提升企業之競爭力。目前針對顧客滿意、品質成本及全面品質管理三者做個別研究的並不少，但是對三者做整體性的討論研究並不多。本研究即對顧客滿意、品質成本、全面品質管理三者，做整體性的分析討論，提出此三個方面的發現與成果，供作研究以及企業參考。本研究之主要成果如下： 一、彙整與分析企業導入與實施全面品質管理藉以提升競爭力之要素： （一）通過ISO 9000認證至全面品質管理導入與施行之組織文化典範轉移模式。 （二）企業之組織氣候與組織結構對導入全面品質管理之影響研究。 （三）管理者品質認知對顧客滿意經營之關係。 （四）實施全面品質管理對提升競爭力之研究。 二、以企業整體品質意識概念(Corporate Quality Consensus, CQC)之檢測機制，來探討管理階層對全面品質管理的認知與自我診斷，並透過榮獲國家品質獎之企業為標竿，最後並揭櫫企業整體品質意識之概念。 關鍵字：顧客滿意度(CS)、品質成本(COQ)、全面品質管理(TQM)、企業整體品質意識(CQC)、國家品質獎(NQA)

The scholar Harrington of America ever said that we don’t need to use gun in war in twenty century, however, it’s business war. The main weapon in war is quality of production. British Scholar had reported the key success factors for most successful European companies. It was found that Quality is the most important factor of those key success factors. So, there is no reason to give up the quality to keep the costing control and to achieve the production target. Contrast, strength the quality management is the right and only way to increase the competitive advantage of company. As knowing that Customer Satisfaction, Cost of Quality and Total Quality Management are inter-related with each others. So if, the above three topics are under managed, the quality can be greatly improved and the cost can be controlled effectively. Recently, there are so many researches on Customer Satisfaction, Cost of Quality and Total Quality Management independently. It is not much to investigate the interrelationship on those three topics. Therefore, this research is trying to find out the interrelationship of Customer Satisfaction, Cost of Quality and Total quality Management. The following findings and results can be provided for further and the modeling for enterprise. 1. Through benchmarking and analyzing best practice, summarizing key factor for effectively introducing TQM to enhancing corporate competitive advantages, which can be listed in the following: