企業如何利用ISO 9000協助推動知識管理---以獲得ISO 9000認證之公司為例

From ISO 9000 to Knowledge Management

張興華

指導教授 ： 尤克強博士

元智大學/管理學院/管理研究所/碩士(2002年)

摘要

摘 要
台灣產業的架構係以中小企業佔絕大多數，是台灣經濟發展的基礎，由於人力、技術、經濟規模等因素限制，可藉此項制度改良體質，突破國內外大型企業所帶來的競爭壓力，並進而改善其協力廠及下游廠之作業品質，促使產業全面升級。由於ISO 9000是一套以流程管制，建立標準化的作業管理系統，除了提供企業國際化形象外，標準化、合理化的訴求，強化了企業內部管理的功能及體質的改變，尤其因應國內員工教育素質提升後，更能展現企業制度化管理的效能與溝通的空間的明顯化。
到了第二十一世紀，人類進入了「知識經濟」的時代，企業必須以「知識」取代土地、勞力、原料、資金，構成人類經濟最重要的的活動，企業也因「知識管理」的附加價值而大幅提升競爭力。
ISO 9000的品質管理觀念就是以文件為主軸，所有的流程都與予以標準化，形諸於文件納入有系統的管理，應可以在企業內部做到具有價值性的創造及串連，文件管理是知識管理的前置作業，台灣已經通過ISO 9000認證的企業能將ISO 9000的品質管理流程化的觀念與知識管理做整合，以提升競爭能力。
本研究係以知識管理與ISO 9000的品質流程管理之整合為研究對象，並以個案研究的方式對國內兩家不同產業的公司進行訪談，以歸納出應用參考的模式，作為企業在通過ISO 9000認證後，持續運用各種推動活動的方式進行知識管理，有效的運用組織學習的成果。

關鍵字

ISO 9000 ； 流程管理 ； 組織學習 ； 知識管理

並列摘要

ABSTRACT
In Taiwan, Small- to medium- sized enterprises is the large scale in industries structure and also the basis of economical development. But for the limitation of man power, technology and economical scale, enterprises can apply the ISO 9000 quality management system to improving the company’s performance and get rid of the competitive pressure from local large enterprises or global. At the same time, the ISO 9000 system not only improves the operation quality of subcontractor and downstream companies but also promote the performance of industries. ISO 9000 is an operation management system for process control and standardization. So that it can provide many benefits to enterprises, such as-well international image, standardization for all operation, requirements of reasonable, strengthen the capability of internal management and the improvement of constitution, especially, because of the educational quality of employees are improved, the performance of enterprise systemization management and communication space are obviously.
The 21st century is the era of 「knowledge economy」, enterprises have to replace the land, labor power, material, capital by 「knowledge」. Those activities construct the most import ways of human being economy. Enterprise also gains the additive value then increases the competitiveness substantially.
The axial of quality management conception of ISO 9000 is documentation. All of process must be standardized, documented to system for effective management. These activities should be provided the valuable innovations and connections. Documents management is fore operation of knowledge management. If the enterprises, which are implemented ISO 9000 in Taiwan, can integrate the quality process management and knowledge management, should gain the competitiveness.
A research was conducted to integrate the knowledge management and quality process management. Adopted case study methodology to visit different industries in Taiwan to get a conclusion for reference, which can provide enterprises to promote extend activities for knowledge management continually, and apply the results of organization learning effectively.

並列關鍵字

ISO 9000 ； process management ； organization learning ； knowledge management

參考文獻

8、馬曉雲 2001

11、陳依蘋 1999

1、司徒達賢2001

8、郭進隆譯，彼得聖吉原著 1994

11、黃俊英 2000