國軍儀表校驗實驗室導入品質制度成效之探討

A Study of performance on the Army instrument calibration and testing lab after implementation of ISO system

陳皇羽(Huang-Yu CHEN)

指導教授 ： 陳雲岫

元智大學/工程學院/工業工程與管理學系/碩士(2009年)

https://doi.org/10.6838/YZU.2009.00130

摘要

近年國防預算持續縮減及國軍員額精減情況下，以生產或修製武器裝備的軍工廠，無不積極推動ISO品質管理系統的認證，期藉由ISO品質管理系統的導入與推展，強化生產修護體系、提昇品質，發揮整體後勤支援效能，確保國軍整體戰力。故本研究即以陸軍某修護工廠之儀表校驗實驗室為研究對象，探討其導入ISO 17025後之績效與顧客滿意度，做為精進後勤保修之參考依據。
研究首先介紹ISO 17025品管制度、導入ISO過程與校驗實驗室現況簡介，接著就組織文化、導入ISO 17025成功關鍵因素、導入ISO之效益與顧客滿意度等構面，探討其相關性與影響性，並以問卷調查方式進行實證研究，第一部份係就「顧客滿意度」實施問卷調查，其對象包含內(外)部顧客；第二部份在推動「ISO品管制度」問卷中，問卷對象包含校驗實驗室內管理階層及內部員工。
研究主要二項假設：一是個人特徵與各變項間的差異；二是變項間的相關性與影響性。所得資料以統計分析軟體SPSS 12.0進行描述性統計分析、因素分析、T檢定、單因子變異數分析、相關分析及迴歸分析等統計分析，研究主要發現如下：
一、變項間的差異：
不同的個人屬性在各因素構面呈部份顯著差異。
二、變項間之相關性與影響性：
組織文化、導入ISO品管制度對組織績效呈現顯著正相關與影響
性。
三、從研究中，個人建議任何企業或組織推行ISO品質制度是必要的
，同時應重視顧客的需求與感受，以有效提升顧客滿意度。

關鍵字

組織文化；ISO品管制度；顧客滿意度；組織績效。

並列摘要

The national defence budget and the member of armed forces are reduced gradually in recent years. The military manufacturing factories actively implement the authentication of ISO quality management system into their production line to enhance the system of production repair and maintenance, to promote the quality, to integrate logistics support more effectively, and to guarantee military personnel combat effectiveness. This study focuses on the performance evaluation of the Army instrument calibration and testing lab after implementation of ISO 17025 quality management system, and the investigate customer satifaction as well.
In this study, firstly, ISO 17025 quality management system, implementation process, and present situation of the instrument calibration and testing lab are introduced. Second, exploring the interconnected relationships and influencing in organizational culture, executing ISO 17025 key successful factor, the performance, and customer satisfaction are discussed. We adopted the questionnaire to conduct our research, and the first survey considers inside and outside customers in “customer satisfaction”, the other part focuses on the satificatary of managers and employees in the instrument calibration and testing lab after ISO system implemented.
There are two major hypotheses studied: (1) correlation of individual differences in targeted variables, (2) inter-relatedness and influences among targeted variables. Statistical analyses for collected data include descriptive statistics, factor analysis, ANOVA, correlation and regression analysis. The software SPSS 12.0 performs the statistical analysis. The main findings in this study are as follows:
1. Differences in targeted variables: Part of different personal characteristics in all variables have significant difference.
2. Inter-relatedness and influences among targeted variables: Organizational Culture and ISO Quality Management against Organizational Performance have significant positive relationship.
3. From our study, we suggest that implementing ISO quality management system into any unit is necessary and can upgrade the satisfactory of customer service from every respect aspects.

並列關鍵字

Organizational Culture ； ISO Quality Management System ； Customer Satisfaction ； Organizational Performance.

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