A National Quality Award Winner’s Practice in Heis

國家品質獎獲獎大學之個案研究

許麗萍(Li-Ping Hsu) ； 張家宜(Flora Chia-I Chang) ； 歐陽良裕(Liang-Yuh Ouyang)

《品質學報》 23卷1期 (2016/02) Pp. 60-76

https://doi.org/10.6220/joq.2016.23(1).04

摘要

高等教育採用最受企業界廣泛使用的「全面品質管理」作為達成組織卓越與評量的管理工具。本研究以一個申請三次終於獲得國家品質獎的私立大學為例，訪談12位參與申請過程的一、二級主管，再輔以內部文件、學校網頁、國家品質獎評審報告等相關文件。除了歸納申請國家品質獎過程中的關鍵成功因素之外，也呈現個案學校主要品質活動的實務作法。研究發現主要因素包括領導、重視顧客、根據事實管理、以人為本的管理、持續改善以及績效成果；領導是最重要的關鍵因素，這些因素和Kanji提出的 Kanji's Business Excellence Model一致。本個案研究的經驗及改善過程可以提供想要採取相關提升品質的作法或申請類似品質獎的學校很有用的參考。

關鍵字

國家品質獎 ； 高等教育 ； 個案研究

並列摘要

Higher educational institutions have recognized TQM as a powerful tool for improving management effectiveness in evolving new educational environments. This paper aims to identify the critical success factors during the process of applying for the Taiwan National Quality Award (TNQA) from the perspectives of top management. We use the case study research strategy to provide multiple sources of evidence from a single university. Data for this study were collected from internal documents, the university's website, TNQA audit reports, and semi-structured interviews. Several examples of quality activities on how to improve performance are presented. The research also profiles numerous insights and feedback from the top managers in drafting various quality management strategies for the purpose of better competitiveness. Six core factors corresponding with Kanji's Business Excellence Model are identified. Leadership is the most critical driver among all factors. The pragmatic realities of that experience, the lessons learned, and improvements made toward institutional excellence. Findings may serve as useful examples for other institutions interested in making similar improvements or applying for a similar quality award.

並列關鍵字

National Quality Award ； higher education ； TQM ； case study

參考文獻

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