流程管理對於推動ISO 9000品質系統成效影響之初探－以產品良率為驗証指標

An Exploratory Study of the Effects of Process Management for Implementing ISO 9000 Quality System-Using Product Yield as Performance Indicator

陳啓光(Chi-Kuang Chen)；廖世凱(Shih-Kai Liao)；蔡政和(Cheng-Ho Tsai)；謝安晉(An-Jin Shie)

ISO 9000品質管理系統 ； 流程管理 ； 流程能見度 ； ISO 9000 quality management system ； process management ； process visibility

品質學報

15卷1期（2008 / 02 / 01）

85 - 100

繁體中文

本文主要目的係從流程能見度的觀點，探討企業的流程管理對於推動ISO 9000品質系統成效之影響。在現今以顧客滿意爲導向的經營趨勢，企業爲了滿足顧客需求、拓展市場及確保產品品質，均紛紛推動ISO 9000品質系統驗證。根據過去相關文獻的整理，發現大部份對於ISO 9000品質系統研究皆偏重於從組織管理觀點探討推動成功的影響因素（Lamprecht，1991；賴宏城同，1993；Curkovic and Pagell，1999；林大權，2001；謝宗興，2003）。然而我們知道流程管理是否落實，對於成功實施ISO 9000品質系統具有更關鍵性影響，但是此方面研究目前仍相當缺乏。爲達到從流程管理觀點初探推動ISO 9000品質系統成效關鍵影響因素之研究目的，本研究以Biazzo and Bernardi(2003)提出的「流程能見度」做爲探討ISO 9000品質系統流程管理的概念架構，其中包括：(1)架構能見度、與(2)操作能見度等兩構面。並以產品良率做爲品質績效評估指標，針對十四家已通過ISO 9000品質系統驗證企業，其中包括「績效優良」與「績效不佳」各七家，利用觀察法進行企業組織內部流程管理執行情形的資料收集。根據資料分析結果顯示，企業流程管理之良窳對於品質績效具有顯著影響，並且落實流程管理比建構流程制度影響程度高。此外，架構能見度構面之管理責任與資源管理，及操作能見度構面之預防措施等三項對於品質績效具有關鍵性影響。本文針對該研究結果代表的涵意有進一步討論。

The objective of this paper is to examine the effects of process management for implementing ISO 9000 quality system from the aspect of process visibility. As customer satisfaction is the ultimate factor for the success of an enterprise, ISO 9000 quality management system has become one of the most popular ways to achieve this goal. A review of the past literature found most of studies for ISO 9000 focused on organizational management, few studies were from process management. However, the process management is crucial for the successful implementation of ISO 9000 quality system. In this exploratory study, 'process visibility' which was proposed by Biazzo and Bernardi (2003) is used as the conceptual research framework for examining the process management of an organization. It includes two dimensions: 'structure visibility' and 'operation visibility'. 14 enterprises which have been accredited ISO 9000 quality system were observed their performance regarding to the process management. The defect rate is used as the criterion for quality performance. The result reveals that the process management of an organization has significant effect to the performance of quality, and 'operation visibility' has rather significant effect than 'structure visibility'. In addition, 'management responsibility' and 'resource management' are the crucial factors for 'structure visibility', while 'preventive management' is the crucial factor for 'operation visibility'. The implications of these research findings are further discussed in the following.

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