品質機能展開技術在幼教服務業的應用－以台南市安南幼稚園為例

An Application of Quality Function Deployment to the Kindergarten －An Empirical Study on Anna Kindergarten in Tainan－

蔡樹生(Shu-Sheng Tsai)

指導教授 ： 李文瑞

崑山科技大學/商業管理學院/企業管理研究所/碩士(2006年)

https://doi.org/10.6828/KSU.2006.00028

摘要

近年來少子化趨勢及國幼班即將成立，幼托整合在單一年齡層人口數逐年下降的情況之下，檢視所提供的教育是否符合需求者的需要，建立品質檢驗機制，透過資料的收集分析，作為幼稚園服務改進的依據。
本研究目的有下列四點： 一、探討和確認顧客對幼教服務之需求構面及其屬性。二、探討顧客需求與服務提供者提供服務之間的差異，檢視現有之服務連續環節是否符合顧客期望。三、運用組織中可用資源，將顧客之服務需求轉換為技術需求；訂定可提昇服務品質的具體可行方案。四、根據QFD模式，求解技術需求之方案權重，並排定其執行之優先順序，以作為提供幼教業者展開組織業務機能、完成品質保證活動的參考。
本研究係以品質機能展開(Quality Function Deployment；QFD)技術，及P.Z.B.理論(Parasuraman, Zeithaml and Berry（1985）)來建構家長期待及業者應提供的服務，而將兩者間的落差拉近，以增加幼稚園的服務品質及競爭力。本研究所稱之幼稚園顧客，係指幼稚園之幼兒家長。應用品質屋的概念及P.Z.B.服務品質缺口模式之概念，以SERVQUAL衡量模式，將家長的需求及幼稚園應提供的服務，逐一說明呈現，提供了有別於傳統服務品質與顧客滿意度研究的觀點。藉由台南市安南幼稚園的實證研究，來驗證QFD技術對幼教界服務品質與顧客滿意的適用性。
本研究結果期能對幼稚園園所、或有意加入幼教的業者有實質上的幫助，促進幼稚園服務品質全面提昇，造福全國家長及業者，提升幼兒學習環境與效率，進而奠定日後成長發展之優良基礎。

關鍵字

幼稚園 ； 服務品質 ； 品質機能展開 ； 品質屋

並列摘要

There are few children to born in these years. The national class in the elementary school will be stand kindergarten in the future.Over the last few years, the private kindergartens in Taiwan have witnessed an expeditious progress in the research field of service quality and customer satisfaction. This study intends to tackle management issues of external and internal services as well as innovations of subsequent services bases on the framework of Quality Function Deployment (QFD). The concept of QFD and its development will be introduced first and then followed by detailed step-by-step explanation of its procedures.
In order to provide a clear demonstration concerning the application and analytical techniques of QFD, an empirical study on the Anna Kindergarten in Tainan was conducted to apply Quality Function Deployment with P.Z.B(Parasuraman, Zeithaml and Berry（1985）) on the Kindergarten. The customer is parents in the kindergarten. Four main focuses of this study are the customers of the Kindergarten and the competitors. Personal interviews with individual customer were conducted first. The results were analyzed with content analysis method to identify what the customers need and what aspects of service the customers concern most. Secondly, surveys were conducted to gather information on the importance of customers’ opinions, satisfaction, comparison with competitors, and indices and order of customers’ needs. Thirdly, customers’ needs and the quality improvement of the Kindergarten are put in matrix. This matrix is evaluated and analyzed. The results are used as the basis for setting priority for quality improvement.
This study tries to introduce QFD as the extension of Total Quality Management (TQM) on kindergarten and its customer satisfaction. Questions concerning the reliability and validity of QFD are discussed. Application of QFD in other related service sectors, particularly in the industry, are also reviewed. Finally, suggestions and directions for future researches are offered with emphasis particularly on the kindergarten management and the others who will join in the educational area or to open new kindergarten.

並列關鍵字

House of Quality ； Service Quality ； Kindergarten ； Quality Function Deployment ； QFD ； HOQ

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