a review of the theory and practice of managing tqm
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回顧回顧 TQMTQM 管理理論和實踐管理理論和實踐 ::整合性框架整合性框架
(2008)(2008)
A review of the theory and practice of maA review of the theory and practice of managing TQM: An integrative frameworknaging TQM: An integrative framework
長榮大學經營管理研究所博士班長榮大學經營管理研究所博士班全面品質管理專題研討全面品質管理專題研討
任課老師任課老師 :: 王正華王正華博士學生博士學生 :: 蔡雯雅蔡雯雅
Soltani, E. and Lai, P.C. and Javadeen, S.R.S. and Gholipour, T.H. Soltani, E. and Lai, P.C. and Javadeen, S.R.S. and Gholipour, T.H.
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大 綱大 綱1) 介紹品質管理發展2) 品質管理 :TQM 定義是什麼 ?3) 品質管理 :什麼是信條 (戒律 )?4) 品質管理 :普遍或是情境 ?5) 品質管理失敗 :障礙是什麼 ?6) 高階管理和全面品質管理實施 :整合性框架7) 結論
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品質管理品質管理 :: 定義是什麼定義是什麼Quality management: what Quality management: what
is the definitionis the definition??
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品質是一種不太容易界定的觀念,容易看的見,但不容易下定義。
品質概念兩種形式 :1) 這些方法隨著普遍性的強度,便於測量和實用 ~2) 對品質普遍定義的弱點 ~
QBA( 英國品質協會 ),提供品質定義 :1) 軟的品質方面 :涉及主題,包括顧客導向、卓越文化2) 硬的品質方面 :即統計計術分析3) 結合軟的品質與硬的品質 ~
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管理承諾
顧客/供應商之供應鏈
品質系統
統計過程控制工具
團隊
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品質管理品質管理 :: 什麼是信條什麼是信條(( 戒律戒律 ))
Quality management: whaQuality management: what are the precepts?t are the precepts?
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信條 (precepts) 可以概念化區分為三個集群 :
1) 專注於顧客導向2) 強調持續改善3) 處理組織全面系統 品質管理總結和其特徵在兩個功能性特性 :1) 顧客導向2) 預防錯誤的方法
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DemingDeming 的的 1414 點原則點原則
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JuranJuran
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CrosbyCrosby 的的 1414 點原則點原則
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品質管理品質管理 :: 普遍或是情境普遍或是情境 ??Quality management: univQuality management: univ
ersal or contingentersal or contingent
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品質管理和工具普遍應用到組織活動之中,但亦伴隨者不確定性質於其中,更深植於組織之中,同時也實際應用於實踐之中。
隨著三個主要刺激使得實踐更加顯著 :1) 日本製造業優秀的績效引領西方企業模仿,並採用日本
製造實務。2) 企業成長流程基礎方法和標竿,是引領公司辨識其核心
實踐和過程並尋求最佳實踐。3) 品質獎的出現 : 美國國家品質獎和歐洲品質獎
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品質管理導向普遍運行,但亦有觀點指出權變方法管理理論也身在其中 ~
當系統缺乏協調上下文需求,一系列問題接踵而來。
所以根據權變觀點, TQM 原則和相關實踐應該相互調和到適當情況需求,如果不是,那麼 TQM 的潛在貢獻將會失去。
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• TQM 概念模糊,而產生問題的癥結點 :•阻礙理論與 TQM相關發展•它使我們難以想到與 TQM有所關聯
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品質管理失敗品質管理失敗 :: 障礙是什障礙是什麼麼 ??
Quality management failurQuality management failure:e:
what are the barriers?what are the barriers?
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Deming(1986): 管理者是負責 94%品質問題~
Juran(1989): 不到 20%的品質問題來自員工
»缺乏高階管理者承諾
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高階管理和全面品質管理高階管理和全面品質管理實施實施 ::
整合性框架整合性框架Senior management and TSenior management and TQM implementation: an intQM implementation: an int
egrative frameworkegrative framework
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結論結論conclusionconclusion
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THE ENDTHE ENDTHANK YOUR LISTENINGTHANK YOUR LISTENING