全面品質管理組織文化培育模式之建置與實證個案分析

BUILDING A TOTAL QUALITY MANAGEMENT MODEL FOR CULTIVATING THE ORGANIZATIONAL CULTURE AND AN EMPIRICAL CASE STUDY

陳啟光(Chi-Kuang Chen) ； 王麒瑋(Chi-Wei Wang) ； 于長禧(Chang-Hsi Yu)

《品質學報》 24卷1期 (2017/02) Pp. 3-17

https://doi.org/10.6220/joq.2017.24(1).01

摘要

本研究主要目的在於藉由個案的實際驗證，探討如何透過成功培育全面品質管理(total quality management, TQM) 組織文化以達到企業卓越經營之目標。全面品質管理組織文化由三個不同文化層次所組成：組織可見的外顯行為（如標竿學習、企業流程再造、統計品管方法等全面品質管理之管理活動／方案與管理方法）、核心價值（包括管理承諾、著重顧客、著重員工、著重事實、持續改善、全員參與等六個全面品質管理核心價值構面）、以及基本假設（即假設全面品質管理對於個人、組織和社會的利益）。為驗證 Chen et al. (2013) 所發展的全面品質管理組織文化培育模式之可行性，本研究以一家推行全面品質管理具有卓越績效，並曾榮獲國家品質獎的企業做為實證個案。經由評估個案公司全面品質管理組織文化的現況，本研究針對個案公司進一步提出培育全面品質管理組織文化之改善建議。本研究實證個案分析之內容在本文中有進一步的說明。

關鍵字

全面品質管理 ； TQM ； 組織文化 ； 卓越經營

並列摘要

The objective of this paper is to conduct an empirical study for investigating Total Quality Management (TQM) organizational culture in the companies which promote TQM to purse business excellence. TQM organizational culture is defined as TQM artifacts (also called practices), TQM core values (which indicate management commitment, customer focus, employee focus, focus on fact, total participation and continuous improvement), TQM underlying assumptions (which assume TQM benefits individual, organization and society) that organizational members share about the appropriate behaviors are prevailing in an organization. In this study, a company who was the National Quality Award winner is investigated in terms of the approach on the cultivation of TQM organizational culture which was developed by Chen et al. in 2013. The results demonstrate the assessment of TQM organizational culture in the surveyed company and the necessary actions followed by the assessment to improve TQM organizational culture. The implications of research findings in this empirical study are further discussed in the text.

並列關鍵字

Total Quality Management ； TQM ； organizational culture ； business excellence

參考文獻

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