營造業取得ISO 9000認證效益之探討

Study on the Challenges and Benefits of ISO 9000 Certification for the Construction Industry in Taiwan

田耀遠(Yaw-Yauan Tyan) ； 周美智(Mei-Chih Chou) ； 徐伊婷(I-Ting Hsu)

《中華建築技術學刊》 9卷1期 (2012/12) Pp. 49-63

https://doi.org/10.30021/JBCT.201212.0005

摘要

營造業者依據國際標準組織頒布的ISO 9000系列標準，建立品質管理系統，並獲得ISO品質管理系統的驗證，其推動的動機及通過品質管理系統驗證後運作的實際狀況、實施障礙及效益，是一值得探討的課題。本研究透過國內外文獻的探討及專家訪談，並對照品質管理的理論及實務，進行問卷調查探討。透過問卷分析獲得下列具體成果：推動的ISO 9000的主要動機以「強化國際競爭力進入國外市場」、「增加本國市場競爭力」、「塑造營造業形象的提昇」等三項為主。品質管理系統運作的實際狀況，以「重視服務品質以提昇顧客的滿意度」、「有制定完整的品質政策和目標」、「品質政策和目標會根據社會變化而調整」、「提供員工安全的工作環境」等項為最被認同，顯示驗證廠商確實依照ISO 9000管理制度在運作。通過驗證後實施障礙以「增加行政作業」、「不易理解ISO 9000 標準的術語」、「不易對所有要求皆充分的執行」、「工區距離遙遠，增加對所有工區品質系統執行的控制與追縱的困難」等為主，顯示執行困難主要是「人」的問題，若能在教育訓練上的推廣，是能真正從推動的ISO 9000品質管理系統中獲得實際的助益。實施ISO 9000品質管理系統的效益以「更易進入海外市場」、「擁有一個有價值的行銷工具」、「更易進入國內市場」等推動效益最為顯著。且營造業廠商對推動的ISO 9000品質管理系統均持正面的看法，大多能達成所設定的品質目標，實施效益顯著。

關鍵字

品質管理 ； 營造業

並列摘要

There are more and more contraction companies in Taiwan that have been or are trying to be ISO 9000 certified. Therefore, it is worthwhile to find out what the motives and actual benefits are for them to meet the ISO 9000 series of standards by establishment ISO 9000 quality management systems, how they implement the systems, and what the challenges are for them in operating the systems.In this study, based on both the theoretical and practical perspectives of quality management through literature review and interviews with experts, a questionnaire survey was conducted. The survey results indicate that the major motives for the surveyed construction companies in Taiwan to become ISO 9000 certified are ”enhancing their international competitiveness and entering the global market”, ”enhancing their domestic competitiveness”, and ”improving corporate image”. Secondly, the subjects in this study mostly recognized with ISO 9000 standards in ”focusing on service quality to enhance customer satisfaction”, ”setting comprehensive quality policies and targets”, ”adjusting quality policies and targets according changes in society”, and ”providing a safe working environment for employees”. This finding indicates the surveyed companies have been operating in accordance with their ISO 9000 management systems. Thirdly, the subjects find the challenges of operating the quality management systems in ”increasing administrative work”, ”difficulties in understanding the terminology of ISO 9000”, ”difficulties in fully meeting all the requirements” and ”difficulties in controlling and tracing all the quality systems in all the plants or work areas far away from each other in different places”. This finding indicates the challenges of implementing ISO 9000 standards are mainly human-related. More employee training and education will help with the establishment and operation of ISO 9000 quality management systems. Lastly, the subjects find the benefits of implementing ISO 9000 quality management systems most significantly in ”entering an oversea market more easily”, ”having a valuable marketing tool” and ”entering the domestic market more easily”. As indicated by the above-mentioned findings of this study, the construction companies in Taiwan find implementing ISO 9000 systems is helpful for them to realize their quality targets and can bring significant benefits.

並列關鍵字

Quality Management ； ISO 9000 ； Construction Industry