實施ISO9000系列品保制度對其經營績效之影響

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Title:	實施ISO9000系列品保制度對其經營績效之影響
Other Titles:	THE EFFECT OF PRACTICING ISO 9000 QUALTY ASSURANCE SYSTEM ON MANAGING PERFORMANCE
Authors:	何賢忠 Ho, Hsien-Chung
Contributors:	管理科學研究所陳券彪 Chuan-Biau Chen
Keywords:	ISO 9000品保制度;經營績效;全面品質管理 ISO 9000 Quality Assurance System;Managing Performance;Total Quality Management
Date:	2003
Issue Date:	2015-06-04 11:18:06 (UTC+8)
Abstract:	面對當前經營環境日益惡化，企業成長日益艱困的挑戰，企業經營者往往重新思考如何改善企業經營的體質以提昇企業的競爭力，為瞭解企業實施ISO 9000品保制度對其經營績效之影響，本研究利用國內已實施ISO 9000品保制度且具有相當成效之32家廠商進行實證研究。分別就行銷管理面、財務管理面、生產管理面、人力資源管理面及公司整體面等五個構面做進一步的探討，並分析其推行ISO 9000品保制度之關鍵成功因素，另一方面分析ISO 9001（2000年版）的主要特色及其與全面品質管理之關聯性。本研究的主要成果有下列六項：一、根據調查資料顯示，大部分的廠商推行ISO 9000對其經營績效皆有正面的影響，尤其在生產管理面、財務管理面及行銷管理面等方面之效果特別顯著。二、根據調查資料顯示，不同產業別（化工業、機械業、紙業）之經營績效皆有明顯的改善，不同產業之受訪廠商中其經營績效進步達5%以上者機械業佔81.3%、紙業佔80.0%、化工業佔77.1%。三、根據調查資料顯示，廠商實施ISO 9000後其經營績效皆有正面的改善，但其效果會因產業的不同或實施過程中之努力程度而有差異。四、受訪廠商之高階主管認為推動ISO 9000的主要關鍵成功因素主要有下列四項：(1)高階主管的決心與支持、(2)全體員工之共識與參與、(3)顧客滿意為導向的經營哲學、(4)執行持續不斷改善的政策。五、推行ISO 9000品保制度受訪之32家對員工之教育訓練均相當的重視，每人每年受訓時數平均達35.2小時，在機械業中高達38小時。六、ISO 9001（2000版）的主要特色是將全面品質管理之精神納入其中。　　Facing a worsening business environment and an increasing difficulty in achieving business growth, managers of the business usually to re-consider how to improve operations performance and enhance its competitiveness. In order to understanding the effect of practicing the ISO 9000 quality assurance system on managing performance, this study surveyed 32 domestic companies who had implemented the system and achieved a certain level of success, and investigated the key success factors of these companies from five dimensions of management, namely marketing, finance, production, human resources, and overall corporate management. The important features of the ISO 9001：2000 version and its relationship with total quality management system are also discussed in this paper. According to the survey, the five major findings of this paper are： 1. The implementation of ISO 9000 has a positive impact on business performance for most companies in the survey, particularly with respect to production management, finance management, and marketing management. 2. Regardless of the industry (chemical, machinery, or paper-making), companies experience significant improvement on business performance, with 81.3% of the companies in the machinery industry, 80.0% of the companies in the paper-making industry, and 77.1% of the companies in the chemical industry achieving an improvement rate of 5% or higher. 3. All companies have experienced improvement on business performance after implementing ISO 9000. The actual results however vary by industry and with the amount of effort put into the process of implementation. 4. The manager of the previous mentioned companies thought that the successful key factors of practicing ISO 9000 are: (1) High-level management's determination and support; (2) Employee consensus and participation; (3) Customer satisfaction-oriented business philosophy; and (4) Implementation of the policy of continuous improvement. 5. All the 32 companies under survey place high emphasis on employee training with an average training per employee per year reaching 35.2 hours for all companies, and 38 hours in the machinery industry. Another, the paper find out that the most important feature of ISO 9001: 2000 version is to incorporate the spirit of total quality management into the standard.
Appears in Collections:	[Department of Business Administration, Master/Ph.D Program in Management Sciences] Disserations and Theses(Master and Doctoral Program in Management Sciences)

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