應用全面品質管理原理在服務和品質流程上

Applying Total Quality Management Philosophy to the Service and Quality Process

楊淵智

《品質月刊》 43卷4期 (2007/04) Pp. 43-45

https://doi.org/10.29999/QM.200704.0010

摘要

在管理方法和實務不斷推陳出新的今日，國內外企業也正如火如荼的推行全面品質管理。首先，確保並保證服務和品質的文化環境即是一個挑戰。因此，本文透過全面品質管理來進行流程改善和針對全面品質管理做文獻回顧並探討定義。而在連續性回饋當中則是在促進服務和品質所産生的價值，並且應用TQM原理對未來做的服務流程做促進與引導。最後，將希望嘗試發展一套有益於TQM服務流程模式。

並列摘要

With the progress on management methods and practices, the business action is in a favor of applying total quality management (TQM). Chiefly, the challenge that faces the cultural environment has always been to ensure that the quality of service and quality is maintained. Therefore, this text practices quality process improvement through total quality management concept and aimed at total quality management of doing literature a review and discussing definition. On collecting feedback for the continuous improvement of service and quality by evaluating issues such application of TQM pedagogical methodology is intended to assist and guide. At last, At last, it will be developing a helpful service process model benefit TQM.

參考文獻

Crosby, P.B.(1979).Quality is Free.New York:McGraw-Hill.

Evans, J.R.,Lindsay, W.M.(1993).The Management and Control of Quality.New York:West.

Munro-Faure and Malcolm(1990).The patterns of implementing TQM versus ISO 9000 at the beginning of the 1990s.International Journal of Quality & Reliability Management.16(3),201-215.

Munro-Faure, L.,M. Malcolm(1992).Implementing total quality management.London:Pitman.

Chandler, G.N.,G.M. CcEvoy(2000).Human resource management, TQM, and Firm performance in Small and Medium-Size enterprises.(Entrepreneurship Theory and Practice).