教育是百年大計,直接影響國家競爭力,因此,教育品質的重要性就可想而知了。近幾年,國內有非常多的教育機構,依據ISO 9000國際品質標準,建立教育品質系統來改善教育品質。 而今,ISO 9000的2000年版本已發行,其條文內容較以往1994年版有巨幅的變更。本研究之主要目的有四項。第一,我們經由文獻分析,探討高等教育之教學系統中,服務提供者及顧客角色之關係。第二,依據ISO 9001:2000(品質管理系統-要求),規劃一流程性的高等教育品質管理系統。第三,結合ISO 9004:2000(品質管理系統-績效改善指引)及八項品質管理原則,提供高等教育機構在提升教育品質之具體作法。我們由已通過ISO 9000之高等教育機構的個案分析及驗證單位之訪談所獲得之結果,來進行修正本研究所提出之作法。本研究之成果可提供正在建立ISO 9001:2000之高等教育機構的參考。 關鍵詞:ISO 9001:2000、ISO 9004:2000、八項品質管理原則、高等教育、教育品質
Education, a long-term program, influences the competitiveness of a country directly; therefore, the development of education quality system is important. Recently, many education organizations have implemented ISO 9000 quality system to improve the quality of education. At present, the international standard ISO 9000:2000, compared with ISO 9000:1994, has been issued with great changes. The purposes of this research include the following items. First, we investigate the relation between service providers and customers in the higher education system through literature review. Second, we suggest a process-based quality system for higher education based on ISO 9001:2000. Third, we suggest some guidelines for education organizations in the pursuit of improving quality of education. These guidelines are based on the eight quality management principles of ISO 9004:2000. The findings from cases analysis of ISO 9000-registered universities and in-depth interviews with assessment organizations or registrars are used to fine-tune our proposed approach. The results of this study will provide useful references for those education organizations that are pursuing ISO 9000:2000 quality system. Keywords:ISO 9001:2000, ISO 9004:2000, eight items quality management principles, higher education, quality of education