主題式稽核於ISO9000品質管理系統之應用-個案研究

The Application of Themed Surveillance in ISO9000 Quality Management System-A Case Study

陳家明

指導教授 ： 蘇朝墩

國立清華大學/工學院/工業工程與工程管理學系碩士在職專班/碩士(2011年)

摘要

本研究利用新的稽核手法及稽核發現事項的屬性分類來探討在ISO9001第三方稽核的績效差異；因長期使用相同的稽核方式效益不易延續，因此不同模式的稽核方法甚具研究價值。本研究之進行包含新舊二種稽核方式流程之差異比較、擾動理論於稽核上之應用及將稽核發現之事項以赫茲伯格的雙因子理論予以屬性分類，進行兩比率(Two Proportions)檢定，以瞭解績效之差異。
研究結果發現主題式稽核產出之結果對照基線資料(baseline)，在統計上有顯著的不同；除了觀察到較多的改善機會，其改善事項的本質經屬性分類，則為激勵因子之屬性的比率較高，也就是有較多的預防措施考量，這對經營管理風險降低之思考尤具意義。
稽核是現今企業檢驗管理績效與體質之重要手法，其功效與影響程度與整體稽核規劃有關，本研究實證不同稽核方式之效益，針對稽核技術提出建議如下：
一、 宜將以往的稽核方式與結果列入管理審查加以回顧，比對現況的差異或需求，進行質與量的檢討，決定下次適當的稽核方式。
二、 宜將稽核技術列為企業資產之一，例如有哪些工具可應用於稽核？其功能特點為何？該如何搭配使用？這些技能都可是企業競爭力形成差距之因素。

關鍵字

ISO9001 ； 第三方稽核 ； 主題式稽核 ； 擾動理論 ； 赫茲伯格雙因子理論 ； 兩比率檢定

並列摘要

In this study, a new audit techniques and attribute classification measure of audited findings were applied in the ISO9001 third party audit to compare the difference of audit results to original. Because the benefit from audit result is not sustained easily if a same audit technique is used for long, other different audit technique is worthy to be studied. For this study, including difference comparison of process between the original audit techniques versus the new one, the application of Perturbation Occurs in quality audit, and classifying attribute of audited findings with Herzberg's Two Factor Theory for performing two proportions test, it can understand the difference of benefits from audit results between the original one and the new one.

The study result showed that the outcome of the themed surveillance compared to baseline data was significantly different in statistical test. Besides, more opportunities were observed for improvement, higher rate of motivator attribute was classified for those observations, that is, there should be more considerations for preventive action, which is meaningful to a thinking of reducing risk of business management.

Quality audit is a critical approach to a company for his performance check on business management and system. Its effectiveness and impact are relevant to overall audit plan. This study demonstrated the benefits by a different audit method, following recommendations are made based on audit techniques:

First, the adopted audit technique and its results should be included in the scope of quality management review, to conduct a comprehensive check on it, and determine the appropriate audit technique next time, in view of existing situation or needs.
Second, audit techniques should be as one of corporate assets, for example, what tools can be applied to the audit? What are its features? How to work together? These skills can be a factor of corporate competitiveness.

並列關鍵字

ISO9001 ； Third Party Audit ； Themed Surveillance ； Perturbation Occurs ； Herzberg's Two Factor Theory ； Two Proportions Test

參考文獻

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