服務業在品質管理推動上之實務研究

The Empirical Study of the Implementation of Quality Management for service Industries

江柏勳(Po-Hsun Chiang)

指導教授 ： 楊錦洲

中原大學/電機資訊學院/工業與系統工程研究所/碩士(2012年)

https://doi.org/10.6840/cycu201200351

摘要

過去的台灣產業以製造業為主，隨著時代變遷，現在產業又以服務業為大宗，而中小企業也佔了台灣產業九成七以上，其中服務業更佔了八成，不過製造業組織體制及品質管理手法經過多年的發展改進已經相當完整，但服務業品質的觀念在近幾年才漸漸受到重視，故品管作法體制等許多方面應向製造業的經驗多方學習。因此本研究建立了一套服務業品質管理的架構，目的想了解中小型服務業和大型服務業，各自在品管做法上還有哪些改進空間。
首先透過服務業品質管理運作文獻以及和專家學者討論修改整合出一套包括五階段之品質管理推動實務服務接觸點品質階段、服務遞送管理品質階段，服務體系管理品質階段、全面品質階段以及經營體系品質階段，透過問卷發放回收調查，使用SPSS統計分析軟體進行信效度檢驗、敘述性統計、相關分析、獨立T檢定，利用實施-成效分析矩陣以得知中小型服務業及大型服務業在品質管理推動手法上之差異。分析結果服務接觸點品質階段其「服務(接觸)人員」構面之實施程度與品質提昇成效皆為最高、服務遞送管理品質階段在中小型服務業實施程度最高為「提供流程」構面，品質提昇成效最高為「後台支援流程」構面，而在大型服務業其「提供流程」構面之實施程度與品質提昇成效皆為最高、服務體系管理品質階段其「資訊系統應用」構面之實施程度與品質提昇成效皆為最高、全面品質階段其「品質文化」構面之實施程度與品質提昇成效皆為最高、經營品質階段在中小型服務業其「市場與產品策略」構面之實施程度與品質提昇成效皆為最高，而在大型服務業其「使命與願景」構面之實施程度與品質提昇成效皆為最高。此研究希望最終能協助企業組織推動適合之品質管理策略與執行，達到提昇企業品質績效及競爭優勢之目的。

關鍵字

實施-成效分析矩陣 ； 大型服務業 ； 品質管理 ； 服務業 ； 中小型服務業

並列摘要

Over the past three decades, Taiwan has transformed itself gradually from a manufacturing-based economy to a service-based economy. Nowadays, the SMEs account for over 97% of Taiwan’s industies and around 80% are service industries among them. The organization and quality control practices of manufacturing industries are well established through developments over years. However, the concept of quality control in service industries is noted since recent years. Therefore, the services industries can employ the experiences and practices of the manufacturing industries to develop its quality control framework. The purpose of this study is to find out any improvement aspects of small and medium sized and large sized service enterprises by establishing a quality control framework of service industries.
Firstly, we draw on prior literature and expert’s opinion to develop a quality control practices model which can be divided into five stages: service encounter quality, service delivery quality, service planning quality, total quality and business quality. Secondly, we conduct questionnaire survey based on the model and apply SPSS on statistics analysis including reliability, validity, descriptive statistics, correlation analysis, T test and specifically implementation-Effectiveness analysis matrix to investigate the difference of implementation level and effectiveness of quality control practices between small and medium sized and large sized service enterprises. Finally, we expect to this study can provide references for enterprises to make appropriate quality control strategies and enhance their business performances and competition advantanges.

並列關鍵字

Implementation-Effectiveness analysis matrix ； Quality management ； Service ； large sized service enterprises ； small and medium sized service enterprises

參考文獻

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