企業實施品質管理系統ISO 9001：2008對整體營運績效影響之研究 －以臺南及高雄地區螺絲螺帽業為例

A study of the influence on ISO 9001:2008 Quality Management Systems and Operating Performance ;Evidence of Fastener Industry in Tainan and Kaohsiung.

黃俊凱(Chun-Kai Huang)

指導教授 ： 蔣大成

長榮大學/管理學院/高階管理碩士在職專班(EMBA)/碩士(2014年)

https://doi.org/10.6833/CJCU.2014.00087

摘要

螺絲螺帽業(又稱扣件業)是臺灣引以為傲的產業之一，號稱工業之米的螺絲螺帽，係各種產品的基本零件，而我國最主要的扣件產業大多座落於南部，包括臺南、岡山、路竹地區。然而，面對國際化的來臨，產品競爭如此激烈，惟有優越的品質才能符合顧客的要求，方能在競爭的市場保持優勢，螺絲螺帽業不論其企業規模或上市上櫃公司導入ISO 9001品質管理系統者不乏少數，本研究旨在探討螺絲螺帽業推行品質管理系統後，對該企業之影響為何。
本研究係採用個案研究法及深度訪談法，針對已通過ISO 9001：2008品質管理系統驗證的高雄、臺南地區螺絲螺帽業者進行深度訪談，以瞭解其導入ISO 9001：2008品質管理系統之推行狀況及其對於組織營運績效之影響。研究結果發現：
1.獲得ISO 9001驗證後能符合企業預期效益。
2.ISO 9001的實施對企業的營運績效有正向的影響。
3.ISO 9001品質管理系統之導入對於組織內部有多面向的效益， 例如：更易於管理、品質更佳，制度化之形成。
4.高階管理者於ISO 9001品質管理系統之實施扮演重要角色，對企業營運績效有關鍵性的影響。
5.品質管理系統已由品質管理導向，漸漸擴及與經營管理整合。
針對本研究發現，提出四項建議如下：
1.實施品質管理系統後，應持續落實品質管理系統之維持與精進。
2.產品除提高品質外並應創造高附加價值。
3.因應ISO 9001:2015改版，妥為規劃，使組織於面臨變革時能易於適應，進而使企業提升管理績效。
4.不可忽視高階管理者的關鍵角色。

關鍵字

螺絲螺帽業 ； 品質管理系統 ； ISO 9001:2008 ； 營運績效

並列摘要

Screw and nut, the fastener industry, is one of famous industries in Taiwan. It is a basic part of various products. The fastener industry is mainly located in the southern Taiwan which is including Tainan, Gangshan, Lujhu areas. As the incoming of the global trend, keeping the goods on good quality is the priority so that the company can increase the company’s advantage. Regarding to fastener industry, majority companies already applied ISO 9001 quality management system. This study focused on the effect after one company applies the operating system.
This research used case study and depth interview. We executed the depth interview through the owner of fastener industry which already applied the ISO 9001 quality management system in Tainan and Kaohsiung area. Following up the process which the owner applies the quality management and realizing the impact of organizational performance.The main results of this study indicates are as below:
1.It has a positive benefit after applying the management system such as receiving orders from global, operation process standardization, and standard documentation.
2.Applying the quality management system may not be benefit to the financial parts, but it does lots positive affects whether on quality, service, or management view.
3.As the view of organization, applying the system may have some conflicts at the begin stage but gaining lots positive affect in the long term such as more easy to manage, better quality, and standardization.
4.Top managers were a key factor as importing ISO 9001 quality management system as well as had a huge influence on organizational performance.
5.Quality management system developed from orientation of quality management to orientation of operation management.
This study provided three suggestions as listed below so that the enterprise can increase the management performance.
1.Owner should keep the quality management systems run after applying it.
2.High value added product should be created even using the management system.
3.To apply the updated version, ISO 9001:2015, organizations should be well-prepared so that they can be adoptable when facing the challenge.
4.Key factor as senior manager should not be ignored.

並列關鍵字

screw and nut ； the fastener industry ； quality management system ； ISO 9001:2008 ； operating performance

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