在面對強大競爭的情勢下,一個組織能否有效而及時處理系統運作所面臨的各項問題,決定一個組織競爭優勢的重要關鍵。因此,如何有效管理問題實為一個重要的研究課題。為此,本研究選定問題管理模式作為研究之重心。 在諸多問題管理模式中,QCC乃是一套被公認為淂以有效解決問題的模式,它不僅用來消除製造業中有關品質的問題,並且早已用來解決為達成企業組織所設定目標的相關各項問題,因此本研究以QCC問題管理模式作為標的,深入探討其在解決問題過程中的相關策略與機制。 本研究將重點涵蓋四個大項:(一)問題管理基礎模式(二)QCC問題管理模式要義(三) 問題管理模式查檢項目及(四) 研究個案。為此,本研究首先對問題管理基礎模式之要件加以釐清並界定其意涵,得知其要件為:思維理念、歷程、工具、策略、知識運作機制。同時,為探討模式之完整性及優缺點,本研究發展出一套以系統八大特性為出發點,用來評析問題管理模式之檢核項目,而後再針對QCC解決問題的運作機制,充分剖析其模式之要義,進而選定SARS個案作為實證研究,據以評析QCC問題管理模式之運作特質,之後再以問題管理查檢項目檢視QCC問題管理模式具有的特質與優點,及其背後所不易察覺的盲點、尚待補足的地方,提出修正、補強的建議。
The key to success in today’s competition lies in how an organization deals various kinds of problems effectively and timely. It is the task of this study to capture the essence of what makes up an effective problem solving model. Among various problem solving models, QCC is well received as one solve problem effectively. It not only solves the quality-related problems, it is also applicable to problems that an organization encounters in pursuing its goals of undertakings. This study takes QCC, as the object with the aim to thoroughly explore the strategies and mechanisms involved in problem solving. There are four kernels of this study: (1) basic problem solving model, (2) the gist of QCC problem solving model, (3) evaluation scheme of a problem solving model, and (4) case study. We first explore for the kernels of the base problem solving model. They are identified as philosophy and thinking approach, problem solving process, tools, strategies and mechanisms for knowledge management. At the same time, in order to study the model’s completeness, excellences, as well as its weakness, we have developed an evaluation scheme for problem solving models which is applicable to various problem solving models. We then explore for the gist of the QCC problem solving model and employing the case study on SARS in Taiwan. Besides, the QCC model is also appraisal using the evaluation scheme developed through the system theory. Finally suggests are proposed to enhance the model based on the findings.