A Study of the Effectiveness of Performance Measurement for Total Quality Management Organizations

Hsin-Hsin Chang ； Dave A. Sinclair

《Pan-Pacific Management Review》 6卷2期 (2003/07) Pp. 101-124

摘要

建立以全面品質管理績效評估之相關研究極有限，尤其產業應用績效評估系統之要項於全面品管為基礎的實證研究上。本研究以22個企業實際個案施行全面品管狀況，以作為發展績效評估模式。研究發現，成功的全面品管績效評估企業必須很清楚整體組織對其執行績效衡量率則與過程、顧客關係與滿意度衡量，以及預算控制，這些策略目標均亟需與科技管理等緊密的連結和應用。

關鍵字

績效評估系統 ； 全面品質管理 ； 實務應用 ； 標竿

並列摘要

There is little empirical fieldwork into performance measurement systems for total quality management (TQM). This is particularly true of based TQ-based organizations, and it necessitated the use of exploratory fieldwork to identify the key elements of performance measurement within TQM organizations. Exploratory data gathering received 89 responses from 22 organizations the use of performance measures in the Europe. Analysis of the data led to the development of a model of best practice in TQM performance measurement systems. The result of an empirical investigation, the key to successful performance measurement is ensuring congruence between all elements of the measurement system, and involves all employees in the measurement process. Organizations should be an integral part of an organizational strategy to continuously improve performance in order to maximize the level of customer satisfaction. The relationship between performance measurement and systems with budgetary control system and impact of technology management should be development over time.

並列關鍵字

Performance Measurement Systems ； Total Quality Management TQM ； Best Practice ； Benchmarking

參考文獻

Attkinson, P. E.,Naden, J.(1989).Total Quality Management: Eight Lessons to Learn from Japan.Management Service.March,6-10.

Baird, L. S.,Beatty, R. W.,Schneier, C. E.(1988).What Prformance Management Can Do for TQM.Quality Progress.March,28-32.

Bendell, T.,Kelly, J. M. T.,Sims, F.(1993).Quality: Measuring and Monitoring.London:Century Business.

Boje, D. M.,Windsor R. D.(1993).The Resurrection of Taylorism: Total Quality Management`s Hidden Agenda.Journal of Organizational Change Management.6(4),57-70.

Brignall, S.(1993).Warwick Business School Research Papers No. 72.Warwick Business school Research Bureau.