ISO 9000系列、QS-9000等國際標準驗證,蘊含豐富管理意涵,企業驗證通過並不意謂企業內部人員對這些國際標準驗證的深入瞭解,因此,對管理效能的提昇往往並不顯著。本研究希望藉由使用心智圖工具來擷取專家(QS-9000稽核員)的內隱知識及經驗,提供給企業人員參考,以提昇系統的運作綜效。 本研究係透過焦點團體法及心智圖模式,外化專家的內隱知識,提供不同之學習媒介,進而幫助學習。以試卷實際測驗的方式,比較心智圖模式的學習方法與傳統之文件閱讀的學習方式是否有顯著差別,且以問卷調查法的方式,檢視學習者對於心智圖模式之運用的認同感及對於學習者的幫助等滿意度。受測人員分別以觀看專家內隱知識所建構的心智圖及閱讀QS-9000之七本手冊二種方式學習QS-9000核心工具,在檢定對知識移轉的影響後發現,以觀看專家的心智圖方式明顯地優於以文件手冊閱讀的方式,更能獲取QS-9000核心工具的相關知識。
International standards, such as ISO 9000 series, QS-9000...etc., contain abundant management intelligences. Enterprise that pass the certificates of these international standards do not necessarily enjoy high management performance unless the people in business really understand these standards and apply them in work. In this research, mind-mapping is employed to retrieve QS-9000 auditor expert’s knowledge and experience. This research adopted focus group interviews and mind-mapping to externalize expert's tacit knowledge related to core tools of QS-9000 requirements. We invited 100 peoples in related to QS-9000 positions from different companies to participate in this study. The participants were randomly devided into two groups. We compared the learning achievement between using mind-mapping as learning aid and traditional manual-reading without learning aid. We found that using mind-mapping as learning aid improves the learning of this complex subject. We also conduct a survey of the participants’ satisfaction about using mind-mapping as an aid to learn QS-9000 core tools. The results show that mind-mapping is perceived as a good method to improve learning.