ISO 9001的推行動機,過程因素對推行績效的影響之研究

The Impact of Motivation and Process Factors on the Performance of ISO 9001-An example in CSIST

王昆讓(Kuen-Rang Wang)

指導教授 ： 吳美連

中原大學/商學院/企業管理研究所/碩士(2002年)

https://doi.org/10.6840/cycu200200009

摘要

摘 要

ISO 9000品質管理系統，自1987年3月發行以來，已經在全世界形成一種風潮，為全球的企業品質管理系統建立了最基礎的規範，使得ISO 9000認證成為企業追求品質的趨勢標準。

中山科學研究院自民國84年即有部份所、中心通過ISO認證，至90年3月完成全院導入ISO品質管理系統，中山科學研究院自導入ISO以來已經七年施行時間，其成效為何？是值得深入研究的問題。

此外，「推行動機與過程因素」、「推行動機與推行績效」、「過程因素與推行績效」、及「推行動機、過程因素與推行績效」等關聯性是否有顯著相關，也都是本研究所要探討的主題。

本研究係以中山科學研究院參與ISO品質管理系統活動之成員為研究對象，經資料分析之後，得到以下結論：
1.中山科學研究院推行ISO品質管理系統的主要動機為管理階層要求。
2.中山科學研究院員工認為推行ISO最主要的成功關鍵因素為高階主管的決心和支持。
3.中山科學研究院推行ISO品質管理系統，所獲得的主要成效為提昇單位形象，作業標準化，增加客戶對單位管理能力的信心，提高客戶對單位產品品質的認可。
4.推行動機與過程因素，經分析後證實大部分因素存在有顯著相關。
5.推行動機，過程因素與推行成效相關顯著。即主動性的推行動機及嚴謹的規劃與執行等過程因素會影響ISO推行績效的成果。

關鍵字

績效 ； 動機因素 ； 過程因素 ； ISO

並列摘要

Abstract
Since issued on March 1987, the Quality Management System, ISO 9000, has become the most fundamental guide for enterprises to establish their quality management systems. The ISO 9000 accreditation is a worldwide approach now.
The ISO quality management system (the ISO) was introduced to Chung-Shan Institute of Science and Technology (CSIST) in 1995, and up to March 2001, the organization has successfully passed an overall certification. It has been seven years since CSIST has obtained the certification. Yet, no study has been conducted to evaluate its performance. Therefore, the purpose of this research is to evaluate the performance of the ISO in CSIST through investigating the relationships among motivation, process factors and performance.
In this research, we interview the key personnel who are in charge of the activities of the ISO in each department and center of CSIST through questionnaires. After data collection and analysis, the results are concluded as follows:
1.The main motivation of implementing the ISO is from the request of management.
2.Most staffs of CSIST consider the commitment and support of top management as the most critical successful factor for implementing the ISO.
3.The major benefits generated from the implementing of the ISO for CSIST are: promoting organization's credit, standardizing operation and increase the confidence of management.
4.The results from data analysis indicate that there is a significance relationship between motivation and process factors.
5.There is a significance relationship among motivation, process factors and performance. That is, the performance of the ISO is affected by motivation factors, planning process and executing process.

並列關鍵字

process factors ； motivation factors ； the ISO ； performance

參考文獻

17.經濟部標準檢驗局，2001，ISO 9001:2000品質管理系統--要求

1.Buttle,F.(1997).ISO 9000:marketing motivations and benefits. International Journal of Quality & Reliability Management,Vol.14 No.8/9, 936-947.

2.Carlsson,M. and Carlsson,D.(1996).Experiences of implementing ISO 9000 in Swedish industry. International Journal of Quality & Reliability Management,Vol.13 No.7, 36-47.

1.International Organization for Standardization

2.TC 176 on Quality Management and Quality Assurance