近年來,ISO9000品質系統及TQM在醫療院所上已逐漸受到重視,並被視為提升醫療服務品質之重要工具。本研究之目的是探討如何以ISO9000品質系統為基礎,建立一個推行TQM的架構。在本研究中,我們採取深度訪談及問卷調查的方法,探討醫療院所在獲得ISO9000驗證後,推行TQM之意願,並探討推行ISO9000和TQM兩者之間的關係,最後提出一個推行TQM之架構。本研究並利用由成功推行TQM之個案醫院所獲得的實證分析結果,來修正本研究所提出的方法。 本研究的主要貢獻有下列4點。第一,我們根據問卷調查及深度訪談的結果,找出醫療院所推行ISO9000時所遭遇的困難及成功推行的因素。第二,我們找出醫療院所成功推行TQM的構成要素。第三,我們提出在醫療院所結合ISO9000及TQM之建議。第四,我們以ISO9000品質系統為基礎,提出一個在醫療院所推行TQM的架構。
In recent years, there has been significant interest in the application of ISO 9000 and TQM into healthcare organizations. The purpose of this research is to develop a TQM implementation framework using ISO 9000 as the driving force. In this research, an in-depth interview and questionnaire survey are used to investigate the link between ISO 9000 and TQM implementation. The findings of a case analysis of a hospital with strong commitment to TQM are used to fine-tune our proposed approach. The major contributions of this study are as follows. First, this research reports the findings of an in-depth investigation to identify the successful factors and obstacles during implementing ISO 9000 in healthcare organizations. Second, this research identifies the ingredients that lead to successful implementation of TQM program in healthcare organizations. Third, the link between ISO 9000 and TQM is investigative and presented. Finally, we propose a framework of implementing TQM in healthcare organizations based ISO 9000 quality system.