全面品質管理在學校管理之實踐

本文首先探討全面品質管理之概念分析，其次，介紹全面品質管理之意義、代表人物、發展階段、理論基礎與基本理念；復次，探討國內TQM應用於教育情境之相關研究、實施全面品質教育之技術、工具、模式與問題；最後，提出全面品質管理在教育上之可行具體策略以做為教育行政機關及學校教育之參考。全面品質管理是經由組織內全體人員的參與，以科學方法不斷的改進組織的產品、服務和作業過程，以迎合顧客在現在及未來需求的一種理念和方法。全面品質管理理念最早源於美國卻在日本發揚光大，並進而成為世界性的管理思潮，其主要理念包括：(1)事先預防；(2)全員參與；(3)全程掌控；(4)品質第一；(5)顧客至上；(6)事實管理；(7)永續改進；(8)重視成員的發展教育訓練；(9)系統導向。然全面品質管理應用在學校時，可能遭遇下列問題：(1)服務與產品的問題；(2)學校結構性問題；(3)管理政策和理念的問題；(4)學校文化問題；(5)不確定的問題；(6)定義學校顧客的問題。學校有效推動全面品質管理之策略：(1)相關法令的訂定；(2)建立全面品質管理指標；(3)應用有效的品質工具；(4)改變工作流程，實施走動式管理；(5)訂定明確實施期限；(6)發揮團隊合作精神；(7)選擇重點實施；(8)建立學校共同願景，營造全面品質文化；(9)行動研究之實施；(10)加強成員在職訓練，充分授權。

關鍵字

全面品質管理；學校管理

並列摘要

This text probes into the concept of Total Quality Management at first. Secondly, it introduces meaning, representative figures, developing stages, theoretical foundations and basic ideas of Total Quality Management. Then, we discuss the relevant research which discusses domestic Total Quality Management which are applied to the educational situation, implementing techniques, tools, ways and questions. Finally, we put forward overall feasible concrete tactics in education for the educational administrative organization and reference of school education. Total Quality Management is a belief and a way, which accommodates customers' present and future needs by improving an organization's products, services and operation processes with the participation of all members. Total Quality Management took its form in the US whereas was enhanced in Japan later, and has become a worldwide trend of thought about management. It mainly includes: (1) precaution; (2) participation of all members; (3) Complete Process Management; (4) quality first; (5) customer-need orientation; (6) Fact Validation; (7) Continuing Excellence; (8) emphasis on education and training members; (9) Whole System Orientation. However, with Total Quality Management, we might encounter the following problems: (1) of service and products; (2) of school structure; (3) of policy and belief in management; (4) of school culture; (5) of uncertainty; (6) of the definition of school customers. The strategies with which a school can promote Total Quality Management are: (1) the regulation of- relative laws; (2) the establishment of quality standards; (3) the application of effective tools and skills; (4) the change of work processes and the practice of walking management; (5) the consideration of deadline; (6) the elaboration of teamwork spirit; (7) the practice of chosen key points; (8) the set-up of a school's mutual goals and the formation of overall quality culture; (9) the application of action research; (10) the reinforcement of members' in-service training and the full empowerment.