企業委外工作之全面品質管理(TQM)策略研究 ─以自來水公司為例

A Study on the TQM Strategies of Enterprise Outsoucing ─ A Case of the Taiwan Water Corporation

孫文煥(Wen-Huan Sun)

指導教授 ： 顧志遠

中原大學/商學院/企業管理研究所/碩士(2013年)

https://doi.org/10.6840/cycu201300667

摘要

企業為順應全球競爭白熱化的經營環境，將非核心工作委外不再僅侷限於只是處理商業的作業流程，更積極透過外部資源藉以提升企業整體競爭力，達到最佳績效的發展策略。委外是一種增進整體績效的策略工具，在做出正確決策的過程其效益與風險評估極為重要，而目前一般依據委外工作所簽訂之合約作為合約雙方工作的規範顯有不足，因而，發展一套有效率的委外工作品質管理模式是不可或缺的。
跨企業的TQM，是一個雙向的全面品質管理，本研究主要目的是建立分工委外之TQM的程序，除了將其用於公司內部的整體全面管理模式外，並將TQM用於企業之委外工作上。亦即企業要將委外廠商視為顧客，提供資源協助以滿足委外廠商需求，相對的委外廠商之TQM亦將企業視為顧客，提供即時及完善的委外工作品質，以滿足企業需求，最後，雙方藉由跨企業的TQM達到雙贏局面。
本研究中委外工作之TQM策略，所論述的跨企業的TQM策略，是目前各企業尚未重視的領域；企業與委外廠商建立夥伴關係，灌輸「生命共同體」觀念；雙方高層提出管理承諾的保證，委外廠商須培養較多的長期受僱員工，凝聚向心力，使雙方員工得以認真行事，全心全力的付出精力，成就企業既定目標。本研究首先回顧與整理委外及TQM的各種文獻，並彙整出委外工作之TQM策略所要考量的七大構面，經對內外部學者專家深度訪談，以自來水公司為例所得結論，作原則性探討與建議；期望在各國營事業的諸多委外工作品質管理上，作另一方向的思量與參考。

關鍵字

國營事業 ； 跨企業 ； 委外工作 ； TQM

並列摘要

To adjust to the fierce competition around the world, many enterprises have developed a management environment that outsources not only the work associated with business operation process but also other non-core assignments. They also actively improve the overall competitiveness of their enterprises by exploiting external resources to develop the most effective growth strategy. Outsourcing is a type of strategic tool aimed to improve the overall efficiency, which depends heavily on the benefit-risk assessment during the decision making process. Currently, the typical contract acting as the work standard of both parties often appear to be insufficient. Therefore, developing a set of efficient outsourcing quality control is necessary.
Inter-enterprise’s TQM is a two-way comprehensive quality management. This research aims to establish the TQM procedure for outsourcing, applying to the company’s internal overall management, as well as external functions. Namely, the enterprise shall treat the outsourcing’s contractor as a customer and provide resources and assistance to fill the needs of the contractor. Similarly, the outsourcing’s contractor of TQM shall treat the enterprise as a customer and provide timely and perfect outsourcing quality to fill the enterprise’s needs. In the end, both parties can enjoy the win-win situation of inter-enterprise’s TQM.
The TQM strategy in outsourcing discussed in this study is an area yet to be valued in today’s enterprise. An enterprise and outsource contractor establish partnership and build a team mentality. After executives from both sides commit to management, outsource contractor should develop more long term employees, to allow employees from both companies, to focus and devote all of their effort, to achieve the enterprise’s milestone. The study will first review all kinds of literature on outsourcing’s TQM and organize seven factors of considerations in outsourcing’s TQM. Through in-depth discussions with internal and external experts and using the Water Corporation as an example, the principles were discussed and recommendations were made, hoping to provide every state-operated enterprise references and new considerations for various outsourcing’s quality management.

並列關鍵字

Public enterprise ； Inter-enterprise ； Outsourcing ； TQM

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