應用品質機能展開(QFD)於管理顧問業服務品質系統之探討-以TQM／ISO輔導為例

台灣中小企業居多，依據經濟部中小企業處2017白皮書統計台灣中小企業家數佔全部企業的97.73%。而中小企業面臨經營管理及企業轉型上的問題時，會尋求外部資源的協助，以「學術單位」、「顧問公司」為優先考慮對象（中小企業處，2006）。然而過去研究指出台灣管理顧問業面臨：1.顧客的信任度不足、2.顧問專業性不足與不夠務實的挑戰、3.顧客要的與顧問能夠提供的有落差等三大挑戰。而企業則面臨兩大問題：1.尋找管理顧問輔導的期望落差、2.TQM/ISO對於企業重要性與執行方法的落差。所以如何提升管理顧問輔導服務品質及滿意度是重要的課題。本研究目的在探討管理顧問服務之企業所重視的服務品質因素、管理顧問服務特性的重要順序及推動全面品質管理（TQM）成功關鍵因素之重要順序，作為管理顧問輔導TQM與企業推動TQM之參考。本研究以曾接受TQM、ISO 9001、ISO 13485或IATF 16949之企業，其中部分企業並曾獲得國家品質獎、國家磐石獎或卓越中堅企業獎作為實證研究對象，利用品質特性排序評量法與品質機能展開（QFD）進行研究探討。研究結果發現企業對於管理顧問輔導服務品質最為重視的是顧問師之學經歷、輔導實績、過去案例與承諾均會及時完成等。而在管理顧問服務特性優先執行次序，依次為：投入時間了解顧客之工作內容與需要、快速回應顧客之需求、協助顧客了解工作流程以及將抗拒與障礙移除的能力。在推動全面品質管理成功關鍵因素優先執行次序，則為：公司員工經常接受輔導改善技能、公司成立品質改善小組自行解決所發現的問題、品質數據以及績效的評量被用來改善等。

關鍵字

品質機能展開；管理顧問服務特性；管理顧問服務品質；品質特性排序評量法；全面品質管理

並列摘要

According to the 2017 White Paper of the Small-and-Medium Enterprise Administration, the number of SMEs(Small-and-Medium Enterprises) accounted for 97.73% of all enterprises in Taiwan. When SMEs face problems in managment or organization change, they will seek help from external resources, with "academic units" or "consulting companies" as the priority. However, past research pointed that consulting industry in Taiwan has three challenges as below: 1. Insufficient customer trust, 2. Insufficient professionalism and insufficient pragmatism, 3. Gap beteen customer-needs and what consultants may provide. Besides, there’re two major problems for enterprises to face to: 1. Experience of gap between consulting service and expectation, 2. Confusion about the priority of key factors to promote the system of TQM/ISO. Therefore, how to improve the quality and satisfaction of consulting services becomes an important issue. The purpose of this study is to explore the key factors in the quality of consulting service, the priority rank of consulting quality characteristics, and the key factors driving the success of Total Quality Management (TQM) in con-sulting services. The study results can be used as reference for consultants to guide TQM, or the enterprises to promote TQM. Respondents of this survey based on enterprises that have accepted consulting of TQM, ISO 9001, ISO 13485 or IATF 16949. Part of them have won the National Quality Awards, the National Rock Awards or the Excellence in Enterprise Awards. The results of this study found that the important key factors of the con-sulting service quality to enterprises are “the educational background and expe-rience of the consult meets the consulting project”,” the consultant’s counseling effects and representative cases” etc. And found the priority of consultancy ser-vice quality characteristics are “invest time to understand the customer's work content and needs”, “quickly respond to customer needs”, “assist customers to understand the workflow and the ability to remove resistance and obstacles”. And, the priority of key factors to promote the success of TQM are ”The enterprises's employees often receive training and improve skills”,” The enterprise establishes a quality improvement team to encourage employees to solve their own prob-lems”,“Making improvement on the basis of Quality data and performance evaluation” etc. The above found may provide a reference to enhance the success when a management consultant or company promotes Total Quality Management.