結合多目標決策與ISO 9004自我評核的方法改善培訓品質管理系統

Combining MCDM methods and ISO 9004 Self-assessment to Improve the Training Quality Management System

蔡重成(August Tsai) ； 黃瓊蓉(Chiung-Jung Huang) ； 洪振庭(Jen-Ting Hung)

《運籌與管理學刊》 9卷1期 (2010/06) Pp. 21-38

https://doi.org/10.7047/JLM.201006.0021

摘要

品質管理系統是一個標準化的管理架構，用以確保各項品質活動的一致性，並進行持續改善的工作，而能有效達到產品和服務的品質改進。依現行國際標準ISO 9004的規範，組織的品質管理發展應朝向持續改善企業生產績效、管理績效、創新績效，從而建立組織永續成功的管理。本文以「台灣訓練品質管理系統」評分標準的政府(TTQS)爲例，應用多目標決策方法(MCDM)中的DEMATEL(Decision making trial and evaluation laboratory)決策實驗室評估法，分析培訓品質管理系統指標過程之相互影響情形，找出關鍵的網路脈絡改善方向，而能達到系統持續改善的目的；過程中，本文也結合DANP（Dematel +Analytic Network Process綱路程序分析）法，量化績效評估的指標，而能作爲培訓品質改善策略的參考依據。最後，本文應用ISO 9004:2009成熟度自我審核工具建構了組織培訓品質管理系統的評估模式，樹立未來組織建構永續經營導向之品質管理的參考方向。

關鍵字

品質管理系統 ； ISO 9004 ； MCDM ； TTQS ； DEMATEL ； DANP ； 自我審核成熟度模式

並列摘要

Quality Management System is a management structure with standardized documentation which can assure the consistence of quality activities and achieve continuous improvement for the product or service. With reference to the latest standard of ISO 9004, the development of QMS in an organization should drive the performance of manufacture/management/innovation and be able to build an organizational approach for sustained success. This paper employs Taiwanese government standard the TTQS (Taiwan Training Quality System) for the research. For we proposed DEMATEL (Decision making trial and evaluation laboratory) method among those MCDM methods to examine the degree of importance of these criteria which contribute to the Quality of TTQS. During our research, we integrated the method of DEMATEL and ANP (Analytic Network Process) to evaluate the weight of different criteria and to develop quantitative performance index which could be used as a reference for improving training quality. Finally, We Combined Self-assessment of ISO 9004 to develop the appraisal model for Training Quality Management System, so the quality management approach in achieving sustained success is illustrated.

並列關鍵字

QMS ； TTQS ； DEMATEL ； ISO 9004 ； MCDM ； DANP ； Self-Assessment of Maturity

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