品質管理實務與全面品質管理之實證研究—以台灣地區電腦及其周邊產業為例

Abstract

在日本、歐美等先進國家，已有不少的產業以實施全面品質管理來改善企業體質，國內資訊廠商為提升競爭力也在近幾年開始引進全面品質管理。然而，全面品質管理在國外的推行成功是否就代表著國內資訊廠商在引進全面品質管理就能順利推行呢？本研究擬探討資訊產業品質管理實務和全面品質管理的推行現況，並利用問卷調查法的方式對業界收集實際的資料，使用統計工具進行量化的資料分析。 研究結果發現全面品質管理與品質管理實務兩者間有很大的正相關，有推行TQM與沒有推行TQM的資訊廠商其品質管理實務並無顯著差異。此結果意味著目前國內資訊廠商在推行TQM的成效上並不顯著。此外本研究亦發現國內資訊廠商的品質管理實務仍未達完善，例如廠商甚少利用較高級的品質技術（如田口方法、實驗設計等）解決品質問題，且與供應商的互動仍嫌不足，廠商普遍地採行多個供應商策略，而較未能實施單一供應商策略。

In Japan, Europe, America, and the other advanced countries, there are many industries bring TQM (Total Quality Management) into action to improve their business essence. For advancing competitive in the world, the Taiwan computer industrial and its peripheral product also bring TQM into action these years. As we know that TQM is launched successfully abroad; however, does it also mean that TQM can be launched successfully in Taiwan? The purpose of this research is to investigate the situation of QMP（quality management practice）and TQM in the computer and its peripheral industry in Taiwan. Using survey method to collect real data and statistic tools to analyze the collect data. The research findings exhibit that there is a positive correlation between TQM and QMP, it doesn’t have great significant difference in QMP whether the computer industrial and its peripheral product has launched the TQM or not; it means that the efficiency of launching TQM is not very well. Besides , QMP doesn’t really work well in the computer industrial and its peripheral product; for example, fewer factories use the better quality skills like Taguchi Method, Design of Experience to resolve their quality problems. The reaction between manufacturer and supplier isn’t very well. Because the manufacturers in Taiwan don’t adopt single supplier policy, they generally adopt multiple supplier policy. 英文摘要……………………………………………………………………ii 目錄…………………………………………………………………………iii 圖表目錄………………………………………………………………………v 第一章 緒論…………………………………………………………………1 1.1 研究背景與動機……………………………………………………1 1.2 研究目的……………………………………………………………2 1.3 研究流程……………………………………………………………3 第二章 文獻探討……………………………………………………………4 2.1 品質的定義…………………………………………………………4 2.2 全面品質管理………………………………………………………8 2.3 品質管理實務………………………………………………………12 第三章 研究方法……………………………………………………………15 3.1 問卷設計……………………………………………………………15 3.2 信度分析……………………………………………………………16 3.3 傅立曼二因子等級變異數…………………………………………17 3.4 多變量變異數分析…………………………………………………19 3.5 相關分析……………………………………………………………21 3.6 研究分析流程………………………………………………………24 第四章 分析結果…………………………………………………………26 4.1 回收問卷之分佈情況………………………………………………26 4.2 問卷之信度分析……………………………………………………28 4.3 QMP與TQM之認知差異度調查……………………………………29 4.4 影響品質管理實務之因子探討……………………………………41 4.5 QMP與TQM之相關探討……………………………………………43 4.6 品質獎與推行TQM之關係探討……………………………………47 4.7 品質績效與QMP, TQM之相關探討…………………………………48 4.8 研究小結……………………………………………………………52 第五章 結論與建議…………………………………………………56 5.1 結論…………………………………………………………………56 5.2 建議…………………………………………………………………57