企業導入卓越經營績效評量之案例探討

A research in Business Excellence Performance Assessment System

蕭惠慶(HUI-CHING HSIAO)

指導教授 ： 鄭晉昌 ； 黃同圳

國立中央大學/管理學院/人力資源管理研究所碩士在職專班/碩士(2011年)

摘要

卓越經營績效評量的管理方法，國內於2006年引入。由於是新引入的管理方法，因此導入服務如何實施更符合廠商需求，是否因我國的企業文化不同而評量方法加以修改，如何推展業務使廠商願意接納。是本研究探討的目的。
本研究由已接受導入服務的16家廠商中，選擇4家企業加以研究。訪問題問卷含自評導入輔導滿意度、顧問建議改善機會實施狀況及評量前後經營績效的比較，由廠商填答，另有一部分有關評量導入動機、實施好處及改善建議事項採取現場的訪問。資料整理後歸納分析。參酌蒐集日本、美國及歐洲自評管理機制與國內卓越經營績效的實施機制，加以比較。研究結果，有下列發現：
1. 卓越經營績效評量實施效益有：協助公司了解管理之優點、協助公司了解管理之改善機會、對於公司策略規劃有幫助、促使各部門的目標策略與公司目標策略連結及提升管理人員能力有幫助其共5項重點。
2. 國內一般廠商評量結果管理面最需改善的是：(1)經營績效(2)領導與經營理念(3)人力資源與知識管理
3. 國內一般廠商評量得分最高即管理最多優點在(1)流程管理(2)資訊策略、應用與管理。
4. 卓越經營評量制度架構可整合大公司管理制度。

關鍵字

管理之改善機會 ； 管理之優點 ； 輔導服務 ； 策略規劃 ； 績效評量 ； 經營績效

並列摘要

The management method of business excellent performance assessment system, was introduced to Taiwan in 2006. Because of new management methods, how to introduce the consulting services more match the requirements of enterprises, what assessment methods should be modified to fit the corporate culture in our country, how to promote business to firms that firms willing to accept. Above three is the purpose of this research.
I visit four companies, that was select to be studied in this study from 16 companies have been conducted business excellence assessment system by us. The issue in the study is about service satisfaction, the implementation of opportunities to improve that was offer by consultants, and comparison of performance before and after assessment, these data was collected by questionnaires, and another part to visit firm’s top manager or whom in charge the system on-site about the motivation to introduce assessment system, the benefits of implementation assessment system and improvement suggestions. Induction method was used to analysis the four- company feedback after data collection.
After research, the following was found:
1. The selling points to promote the business of assessment system are: to help companies understand the advantages of management, can help companies understand the opportunities for improvement management, to help implementation of strategic planning, has helped the company the objectives and strategies of the sector can be linked with firm’s goals and strategies, and to enhance the company’s ability of management, these is the top 5 items.
2. In general local firms the item most need to improve in management: (1) business result(2)leadership and management concept (3)human resource management and knowledge management
3. In general local firms the most strength point in management: (1)process management(2)information
strategy, implementation and management
4. The structure of assessment system can be used to integrate the strategy from top management to bottom management and through the company in large enterprises.

並列關鍵字

opportunities for improvement management ； advantages of management ； consulting services ； business result ； performance assessment ； strategy planning

參考文獻

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2. Dahlgaard-Park, S. M., (2009), Towards a human-oriented metrology for improvement and change, Measuring Business Excellence, Vol. 13 No. 1, pp. 3-22.

3. Gutie´rrez, L. J. , Torres, I. T. & Molina, V. B., (2010),Quality management initiatives in Europe: An empirical analysis according to their structural elements, Total Quality Management Vol. 21, No. 6, pp. 577–601.

4. Harrington, H.J. (2004), The Fallacy of Universal Best Practices, Total Quality Management, Vol. 15, No. 5-6, pp. 849- 858.

5. Hofstede, G.,(2001), Culture’s Consequence :Comparing Values, Behaviors, Institutions, and Organizations Across Nations, 2d ed, Thousand Oaks, CA: Sage.