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標題: ISO 9001認證後持續改善活動對公司績效影響之研究
A Study of the Influence of Continuous Improvement Activities on Corporate Performance after Obtained ISO 9001 Certification
作者: 蘇栢侯
Su, Bo-Ho
Contributors: 葉忠;謝焸君
王瑞德
中興大學
關鍵字: ISO 9001;持續改善;關鍵成功要素;專案小組;提案制度
ISO( International Stardards Organization) 9001;Continuous improvement;Management tool;Critical Success Factor(CSF);Project team
日期: 2012
Issue Date: 2012-09-04 15:12:01 (UTC+8)
Publisher: 高階經理人碩士在職專班
摘要: 摘 要

今日企業處在瞬息萬變、不進則退的經營環境下,取得ISO 9001認證通過,已在企業間蔚成風潮,然而因為部份通過ISO認證的公司,未能將ISO制度落實執行,並進一步推動持續改善活動,導致公司未能產生預期的目標效益。
本研究根據ISO 9001系統的內涵及其推行的關鍵成功要素和其他相關文獻,建立本論文的研究架構,並設計問卷及從回收的有效問卷中,進行研究結果分析。有關本篇論文所設定的五項研究假說,最後均獲得「成立」的結論,其說明公司在推行持續改善活動,有關下列五項重要因素,對於公司績效的提升,具有正面關係且顯著影響,玆敘述如下:
(1) 公司高階主管的決心和支持程度。
(2) 以顧客相關需求(如:品質、交期等改善)為導向之重要程度。
(3) 部門間的協調與溝通之配合程度。
(4) 活動主導單位採取嚴謹的規劃與執行的落實程度。
(5) 活動相關人員的教育訓練時數多少程度。
本研究另外以企業的實際個案為例,亦即採用「專案小組」作為持續改善活動的管理工具,並以此為研究成果的佐證資料。

※ 關鍵字:ISO 9001、持續改善、關鍵成功要素、專案小組、提案制度。
Abstract
In a rapid changing and competitive business environment, it has become increasingly popular for corporations to seek ISO 9001 certification. However, some ISO-9000 approved corporations are unable to achieve their expected goals and benefits due to the fact that they fail both in implementing the necessary ISO 9001 programs and undertaking further continuous improvement activities.
A research framework is proposed based on a review of the key elements of ISO 9001 system, its Critical Success Factors (CSFs), and other relevant literature. The survey questionnaire is designed and the analysis is conducted based on the collected data from valid questionnaires. The results show that all 5 research hypotheses are supported. The following five important factors of continuous improvement are found to be significantly positively related to corporate performance:
(1) the level of determination and support for top management,
(2) the level of satisfaction to customer needs (e.g. quality and delivery date),
(3) the level of coordination and communication among departments,
(4) the level of rigorous planning and execution by the responsible unit, and
(5) the number of hours of employee education and training.
An in-depth case study of a corporation that used project teams as the management tool for undertaking continuous improvement is used to validate the result.

※Keywords:ISO(International Stardards Organization) 9001、Continuous improvement、Management tool、Critical Success Factors(CSFs)、Project team。
Appears in Collections:[依資料類型分類] 碩博士論文

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