高等教育實施全面品質管理架構與流程之個案研究

The Case Study of Implement the Framework and the Flow of Total Quality Management in the Higher Education

楊政誼(Cheng-Yi Yang)

指導教授 ： 王正華

長榮大學/管理學院/企業管理研究所/碩士(2008年)

摘要

二十一世紀乃是知識經濟與數位化的時代，追求高等教育的卓越化，更是知識經濟時代必須掌握的先機。藉由全面品質管理(Total Quality Management; TQM)來提昇品質，在企業界早已行之有年，並有明顯的成果，成為現階段管理實務界之主流。1980年代末期教育界也開始注意到TQM應用在教育上的重要性，認為改進教育品質，應用TQM的理念與技術，是一個新的思考方向。
本研究旨在探討全面品質管理的相關理論應用於高等教育之實施流程及其架構。透過問卷了解長榮大學的教職員與學生對學校的行政服務品質與教學品質現況的知覺，經由資料分析整理及參考文獻資料，提出長榮大學導入全面品質管理建議實施流程及其架構，並且可供其它大專院校如要導入時，可作為參考。
本研究以長榮大學之教職員與學生為調查對象，有效樣本數為教職員227份，學生555份。經實際調查及統計分析後發現：(1) 教職員的服務年資、不同職務皆會影響其對行政服務品質與教學品質現況的知覺；(2) 學生的在校時間、不同身份皆會影響其對行政服務品質與教學品質現況的知覺；(3) 行政服務與教學的各構面間，有著高度的相關性。最後根據問卷分析結果及參考文獻，提出個案大學實施TQM的架構，即行政服務與教學的每個構面需進行PDCA的循環，滿足學生、業界、校友與家長的期望，並進一步達成學校的遠景、理念與宗旨。另外，TQM建議實施流程則包含五階段內容，即導入期、成長期、紮根期、整合期、強化期，以供長榮大學導入時參考。
本研究最主要重點在於跟其它學校不同的是，有些學校是先導入TQM，而後再對裡面的教職員與學生做調查，了解其實施情況與滿意度知覺。而本研究是先對長榮大學的教職員與學生做調查，然後再根據調查結果提出實施TQM的架構與流程，避免盲目跟從的實施TQM，執行起來才更具成效。

關鍵字

全面品質管理 ； 高等教育 ； 教育品質

並列摘要

The 21st century has become the era of knowledge economy and digitalization. In this era of knowledge economy, it essential for all to improve the quality of higher education. Total Quality Management (TQM) have been in used in the business world for years, and the result is impressed. It becomes the present stage to manage the solid service mainstream , also pours into a new strength to the enterprise competition promptly. 1980 ages last stages educational world also started to note the importance of TQM application in the education, thought the improvement education quality, applied TQM the idea and the technology, was a new ponder direction.
This research is for the purpose of discussing the comprehensive quality control the related theory to apply implementation flow and its the overhead construction to the higher education. Passes the inquiry volume understanding Chang Jung Christian University the teachers and administrators and the student to the school administrative service quality and teaching quality present situation consciousness, by way of the material analysis reorganization and the reference material, proposed the Chang Jung Christian University inducts the comprehensive quality control suggestion implementation flow and its the overhead construction,when may supply other universities, colleges and institutes like must induct, may take the reference.
This research teachers and administrators of and the student take the long glory university as the investigation object, effective sample number for teachers and administrators 227, student 555. Discovered after the thorough investigation and the statistical analysis that, (1) teachers' and administrators' service period of service, the different duty all can affect it to the administrative service quality and teaching quality present situation consciousness; (2) the student in the timing, the different status all can affect it to the administrative service quality and teaching quality present situation consciousness; (3) the administrative service and between the teaching each construction surface, has the high relevance. Finally acts according to asked the volume analysis result and the reference, proposed the document university implements TQM the overhead construction, namely the administrative service and the teaching each construction surface must carry on PDCA the circulation, satisfies the student, the field, the alumnus and guardian's expectation, and further achieves the school the prospect, the idea and the objective. Moreover, TQM suggested the implementation flow contains five stages contents, namely inducts the time, becomes long-term, takes root the time, the conformity time, the strengthenedtime, supplies the long glory university to induct time refers.
This research most major emphasis lies in, some schools which is different with other schools first induct TQM, after that again makes the investigation to the inside teachers and administrators and the student, finds out its implementation situation and degree of satisfaction consciousness. But this research is first makes the investigation to the long glory university's teachers and administrators and the student, then according to the investigation result proposed again implements TQM the overhead construction and the flow, avoids blindly with from implementation TQM, carries out only then has the result.

並列關鍵字

Total Quality Management ； Higher education ； Education quality

參考文獻

6. 吳春雨(民94)，六標準差應用於教學品質之研究，南台科技大學工業

15.高麗鳳(民87)，”學校企業化經營— 談全面品質管理在學校系統之應

24.陳建州（民87）從全面品質管理看技職教育。技術及職業教育48卷,

43.鍾國文（民88）全面品質管理（TQM）在教育上應用之探討。南亞學

27.黃久芬（民85），國民小學全面品質管理與學校組織效能關係之研究，