品管圈推行之預期與非預期效益

The Effect of Quality Circle Implementation

蘇雪蓮(Shieh-Lien Su)

指導教授 ： 鍾國彪

國立臺灣大學/公共衛生學院/健康政策與管理研究所/碩士(2013年)

https://doi.org/10.6342/NTU.2013.11184

摘要

研究目的
透過此研究探討醫療機構推行品管圈後對個人層面、單位層面及組織層面所產生之效益與非預期效益、品管圈推行模式與成效上差異，並藉由品管圈在機構推行擴散情形驗證創新擴散理論。

研究方法
本研究以全面品質管理�持續性品質改善相關之品質改善活動與組織績效間關係的探討，計畫編號：NSC 97-2410-H-003-020針對全台灣醫院進行問卷分析，以前述計畫問卷資料作延伸，以多層次分析探討醫院品管圈推行之效益與非預期效益。深度訪談醫策會第一至第十二屆醫品圈競賽獲獎優質醫院北部三家醫學中心，收集品管圈推行情形、推行摸式，探討品管圈在機構推行效益與擴散情形。

研究結果
本研究結果顯示品管圈推動效益包含「個人學習與成長效益」、「個人獎勵與表揚效益」、「圈員互動效益」、「圈活動單位效益」、「品管圈推行非預期效益」及「整體組織成效」。個人層次、單位層次及組織層次各層級變項與品管圈推動成效有關。不同個人層次背景、不同單位層次品管圈推行狀態及不同組織層次特性與品管圈推動成效有差異。
品管圈推行預期效益為對於個人成長有所助益、改善單位服務品質，提升品質觀念、提升醫院聲望與知名度、提升內部顧客或外部顧客滿意度。品管圈的推動對個人能力及組織效能之提昇有正面影響。非預期效益部份則認為品管圈推行會造成參與人員的工作負荷加重增加工作壓力，品管圈推行有助於個人成長，也有助於個人職務升遷。在圈員互動效益方面則因為參與品管圈使團隊成員在團隊與個人情誼上關係更緊密，間接可促進單位內良好工作氣氛，提升員工士氣。
建議
建議品管圈推動醫院在品管圈加強教育訓練辦理。將教育訓練時數、品管圈參與與績效獎勵或升遷制度結合。並建立院內建立良好的支持制度及品質政策以助於品管圈推行效益，品管圈活動之推行與院內其它品質活動結合有計畫推動展開到相似單位提升品管圈推行成效。

關鍵字

品管圈 ； 預期效益 ； 非預期效益 ； 創新擴散理論

並列摘要

Purpose
The purpose of this study was found the effect of Quality Circle implementation. How it would impact on personal level, group level and organization level and what is the intended and unintended consequence. Verify the theory of innovation diffusion through this study Quality Circle implement in medical institutions.

Method
Data collections were applied by questionnaire “Total Quality Management and Continuous Quality Improvement Activities to Quality Improvement and the relationship between organizational performance. Plan number: NSC 97-2410-H-003-020 and analysis data with Multi-Level Analysis. Depth interview five people who work in the Medical Center in Taipei that won the Healthcare Quality Improvement Campaign frequently.

Results
The research results of Quality Circles to advance benefits include "personal learning and growth benefits" and "personal reward and recognition of benefit", "interactive benefits", "circle activity benefit", "QC circle introduced the non-expected benefits" and "overall effectiveness". Different personal backgrounds, different units levels quality management implementation status and different organizational levels and promote the effectiveness of tube was mixed. Quality circle implementation intended consequence help for personal growth, improved quality of service, enhance quality, improve the reputation and visibility, improve internal customers or external customers satisfaction. Quality control circles promote personal abilities and enhance the positive impact of organizational effectiveness. Unintended benefits part of the quality control circle is considered implemented resulting in increased participant workload increased work pressure, quality control implemented contribute to personal growth, as well as personal title promotions. Because participation in interactive efficient quality control circle the team members on the team and personal friendship relations closer, indirectly promotes good working atmosphere within your organization, improve employee morale.

Recommendations
Provide more education and training for Quality circle. Establish good support system and quality policy introduced in Quality Circle, implementation of QC circle activities and other quality in activities promoting the scheme to a similar unit to promote implementation.

並列關鍵字

Quality circle ； intended and unintended consequence ； innovation diffusion

參考文獻

蔡耀宗(2008)。員工讓品管圈活動得到更好的效果。品質月刊，44 (8)，9-12。

郭信智、李來涼(2004)。護理品管圈實施成效之影響因素－以台灣南部醫院為例。醫務管理期刊，5(1)，p34 -55。

邱文達、楊哲銘、郭乃文、陳依琪、陳香蓉(2001)。品管圈推動情境因素及成效評估探討。醫務管理期刊，2(3)，85-95。

劉佩芬、謝碧晴、蘇慧芳(2006)。醫品管圈的團隊結構與衝突處理行為。臺灣公共衛生雜誌，25 (6)，449-461。

廖素玲、趙正敏、鄭博文(2012)。醫院推行品管圈之醫療品質影響成效研究。醫療品質雜誌，6(5)，50-58。