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題名：A National Quality Award Winner's Practice in Heis
書刊名：品質學報
作者：許麗萍 引用關係／張家宜 引用關係／歐陽良裕
作者(外文)：Hsu, Li-ping／Chang, Flora Chia-i／Ouyang, Liang-yuh
出版日期：2016
卷期：23:1
頁次：頁60-76
主題關鍵詞：國家品質獎；高等教育；個案研究；National quality award；Higher education；TQM；Case study
原始連結：連回原系統網址new window
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  • 點閱點閱:7
高等教育採用最受企業界廣泛使用的「全面品質管理」作為達成組織卓越與評量的管理工具。本研究以一個申請三次終於獲得國家品質獎的私立大學為例，訪談12位參與申請過程的一、二級主管，再輔以內部文件、學校網頁、國家品質獎評審報告等相關文件。除了歸納申請國家品質獎過程中的關鍵成功因素之外，也呈現個案學校主要品質活動的實務作法。研究發現主要因素包括領導、重視顧客、根據事實管理、以人為本的管理、持續改善以及績效成果；領導是最重要的關鍵因素，這些因素和Kanji提出的 Kanji's Business Excellence Model一致。本個案研究的經驗及改善過程可以提供想要採取相關提升品質的作法或申請類似品質獎的學校很有用的參考。
Higher educational institutions have recognized TQM as a powerful tool for improving management effectiveness in evolving new educational environments. This paper aims to identify the critical success factors during the process of applying for the Taiwan National Quality Award (TNQA) from the perspectives of top management. We use the case study research strategy to provide multiple sources of evidence from a single university. Data for this study were collected from internal documents, the university's website, TNQA audit reports, and semi-structured interviews. Several examples of quality activities on how to improve performance are presented. The research also profiles numerous insights and feedback from the top managers in drafting various quality management strategies for the purpose of better competitiveness. Six core factors corresponding with Kanji's Business Excellence Model are identified. Leadership is the most critical driver among all factors. The pragmatic realities of that experience, the lessons learned, and improvements made toward institutional excellence. Findings may serve as useful examples for other institutions interested in making similar improvements or applying for a similar quality award.
期刊論文
1.Bornmann, L.、Mittag, S.、Daniel, H. D.(2006)。Quality assurance in higher education-meta-evaluation of multi-stage evaluation procedures in Germany。Higher Education，52(4)，687-709。  new window
2.Mohrman, S. A.、Tenkasi, R. V.、Lawler, E. E. III、Ledford, G. E. Jr.(1995)。Total Quality Management: Practice and Outcomes in the Largest US Firms。Employee Relation，17(3)，26-41。  new window
3.Lin, C. S.、Su, C. T.、Kon, T. C.、Chen, L. F.(2013)。Stock price impact on the Taiwan national quality award。Total Quality Management & Business Excellence，24(2)，158-170。  new window
4.Quinn, A.、Lemay, G.、Larsen, P.、Johnson, D. M.(2009)。Service quality in higher education。Total Quality Management & Business Excellence，20(2)，139-152。  new window
5.Bayraktar, E.、Tatoglu, E.、Zaim, S.(2008)。An instrument for measuring the critical factors of TQM in Turkish higher education。Total Quality Management & Business Excellence，19(6)，551-574。  new window
6.Becket, N.、Brookes, M.(2006)。Evaluating quality management in university departments。Quality Assurance in Education，14(2)，123-142。  new window
7.Becket, N.、Brookes, M.(2008)。Quality management practice in higher education-what quality are we really actually enhancing?。Journal of Hospitality, Leisure, Sport & Tourism Education，7(1)，40-54。  new window
8.Dahlgaard, J. J.、Kristensen, K.、Kanji, G. K.(1992)。Quality cost and total quality management。Total Quality Management，3(3)，211-222。  new window
9.Clayton, M.(1993)。Towards total quality management in higher education at Aston University: a case study。Higher Education，25(3)，363-371。  new window
10.Corredor, P.、Goñi, S.(2010)。Quality awards and performance: Is there a relationship?。The TQM Journal，22(5)，529-538。  new window
11.Cheers(2014)。Enterprises' favorite graduates survey。Cheers Business Magazine。  new window
12.Doherty, G. D.(1993)。Towards total quality management in higher education: a case study of the University of Wolverhampton。Higher Education，25(3)，321-339。  new window
13.Hou, A. Y. C.(2011)。Quality assurance at a distance: international accreditation in Taiwan higher education。Higher Education，61(2)，179-191。  new window
14.Hughey, A. W.(2000)。Application of the Deming philosophy to higher education。Industry and Higher Education，14(1)，40-44。  new window
15.Kanji, G. K.(1994)。Total quality management and statistical understanding。Total Quality Management，5(3)，105-114。  new window
16.Kanji, G. K.(2001)。Forces of excellence in Kanji's business excellence model。Total Quality Management，12(2)，259-272。  new window
17.Kanji, G. K.、Asher, M.(1993)。Education and training for total quality management。Total Quality Management，4(4)，77-84。  new window
18.Sampaio, P.、Saraiva, P.、Monteiro, A.(2012)。A comparison and usage overview of business excellence models。The TQM Journal，24(2)，181-200。  new window
19.Noor, A. A.、Fauziah, M.、Mohamed, Z.(2010)。Testing the criticality of HR-TQM factors in the Malaysian higher education context。Total Quality Management & Business Excellence，21(11)，1177-1188。  new window
20.Sohail, M. S.、Rajadurai, J.、Rahman, N. A. A.(2003)。Managing quality in higher education: a Malaysian case。International Journal of Educational Management，17(4)，141-146。  new window
21.Velury, J.(2005)。Empowerment to the people。Industrial Engineer，37(5)，45-49。  new window
22.York, K. M.、Miree, C. E.(2004)。Causation or covariance? An empirical re-examination of the link between TQM and financial performance。Journal of Operations Management，22(3)，291-311。  new window
23.Kanji, G. K.(1996)。Implementation and pitfalls of total quality management。Total Quality Management，7(3)，331-343。  new window
24.Kanji, G. K.(1998)。Measurement of business excellence。Total Quality Management and Business Excellence，9(7)，633-643。  new window
25.Kanji, G. K.(2002)。Business excellence: Make It Happen。Total Quality Management，13(3)，1115-1124。  new window
26.Vazzana, G. S.、Winter, J. K.、Waner, K. K.(1997)。Can TQM fill a gap in higher education?。Journal of Education for Business，72(5)，313-316。  new window
27.Wilson, D. D.、Collier, D. A.(2000)。An empirical investigation of the Malcolm Baldrige National Quality Award Causal Model。Decision Sciences，31(2)，361-383。  new window
28.Yang, C. C.(2009)。Development of an integrated model of a business excellence system。Total Quality Management and Business Excellence，20(9)，931-944。  new window
學位論文
1.Dettmann, P. E.(2004)。Administrators, faculty, and staff/support staff's perceptions of MBNQA educational criteria implementation at the University of Wisconsin Stout(博士論文)。Virginia Polytechnic Institute and State University，Blacksburg, VA。  new window
2.Shan, W. H.(2010)。The staff's perception to high education total quality management in Taiwan and the analysis of effectiveness: Taking Tamkang University for example(碩士論文)。Tamkang University，Taipei, Taiwan。  new window
圖書
1.Chang, F. C. I.(2014)。TQM in Tamkang: Touching Service。Taipei, Taiwan：Tamkang University Press。  new window
2.Guo, Y. X.、Liu, S. M.、Huang, S. C.、Ho, M. H.、Hong, C. W.(2009)。Qualitative Data Analysis: NVivo 8 Guidebook。Taipei, Taiwan：Higher Education。  new window
3.Taiwan National Quality Award(2009)。The TNQA Audit Report。Taipei, Taiwan：TNQA。  new window
4.Tamkang University(2008)。The Application of Taiwan National Quality Award。New Taipei, Taiwan：Tamkang University。  new window
5.Yin, Robert K.(1994)。Case study research: Design and methods。Sage Publications。  new window
6.Denzin, Norman K.(1978)。The Research Act: A Theoretical Introduction to Socilogical Methods。New York, NY：McGraw-Hill。  new window
其他
1.European Foundation for Quality Management(2014)。EFQM Award history，http://www.efqm.org/what-we-do/recognition/efqm-award-history， 2014/01。  new window
2.European Foundation for Quality Management(2014)。Our history，http://www.efqm.org/about-us/our-history， 20/14/11。  new window
3.Industrial Development Bureau, Ministry of Economic Affairs(2014)。2012-2016 Business Excellence Management Promotion Programs，http://nqa.cpc.tw/NQA/Web/RQ.aspx， 2014/02。  new window
4.Ministry of Education(2014)。Winner list，http://nqa.cpc.tw/NQA/Web/RF.aspx， 2014/01。  new window
5.National Institute of Standards and Technology(2014)。Baldrige Award recipient information，http://patapsco.nist.gov/Award_Recipients/index.cfm， 2014/01。  new window
6.National Institute of Standards and Technology(2014)。History，http://www.nist.gov/baldrige/about/history.cfm， 2014/12。  new window
7.Taiwan's Global View Monthly(2012)。Assessment of enterprises' favorite college graduates，http://www.gvm.com.tw/Boardcontent_19615.html， 2012/03。  new window
8.Taiwan National Quality Award(2012)。Criteria，http://nqa.cpc.tw/NQA/Web/RQ.aspx， 2012/04。  new window
9.Tamkang University(2014)。Brief history，http://english.tku.edu.tw/aboutTKU_history.asp， 2012/11。  new window
10.Tamkang University(2008)。1st Tamkang University "National Quality Award" work group meeting minutes，http://w3.tku.edu.tw/eduqty/upload/teammeeting/20081122185234-%E7%AC%AC1%E6%AC%A1.doc， 2008/03。  new window
11.Tamkang University(2012)。Explaining quality control，http://tkutimes.tku.edu.tw/esearch.aspx?sn=871&en=871， 2012/10。  new window
12.Tamkang University(2012)。TKU retains its status as an international safe school，http://tkutimes.tku.edu.tw/esearch.aspx?sn=880&en=880， 2012/12。  new window
13.The W. Edwards Deming Institute(2011)。Deming prize，http://deming.org， 2011/05。  new window
圖書論文
1.Baker, R. L.(2004)。Keystones of regional accreditation: Intentions, outcomes, and sustainability。Outcomes assessment in higher education。Westport, CT：Libraries Unlimited。  new window
2.Zink, K. J.(1996)。Total quality: a European challenge。Successful TQM: Inside Stories from European Quality Award Winners。Hampshire：Gower。  new window
3.Sherr, L. A.、Lozier, G. G.(1991)。Total quality management in higher education。Total Quality Management in Higher Education。San Francisco, CA：Jossey-Bass。  new window
 
 
 
 
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