| Summary: | 碩士 === 元智大學 === 工業工程研究所 === 87 === In July 1998, a report "The Study on the Overall Implementation of the Total Quality Management (TQM) in Government Agencies" was presented by The Civil Servant Development Center of the Central Personnel Administration (CPA), Executive Yuan. As we know, ISO 9000 requires the management system, operating procedures and operating standards to be set and performed during each stage and for all related operations of the production and service providing processes. The report therefore recommends that the ISO 9000 quality management system which are prevailing in industries could be introduced when drawing up strategies for the overall implementation of TQM in government’s administrative organizations.
Based on the abovementioned report, this study selected four specific administrative organizations and further studied their ISO 9000 implementation processes. Comparison between models of the ISO 9000 series implementation processes and the quality systems of the studied cases were made and presented as evidence to conclude that the ISO 9000 standards are feasible quality assurance system for government’s administrative organizations.
The motives and objectives of the administrative organizations’ introducing ISO 9000 may not be necessarily identical to those of the industries. Receiving the ISO 9000 certificate only means that the organization does meet the basic requirements of the international quality standards, it may be still a long way off to the service quality that guarantees customer satisfaction. Compared to industries, though the operating procedures of the administrative organizations are not complicated, they are not simple at all. That''s why there has never been an objective quality standard to measure the performance of the administrative organizations as well as the public''s satisfaction. With the ISO 9000 standards, the quality assurance system can be set to improve public''s satisfaction; furthermore, the ISO 9000 may help to draw up the standard operating procedures which maximize public''s satisfaction, to guide the administrative organizations for achieving better quality performance, and to meet the public’s expectations.
More and more government’s administrative organizations will receive the ISO 9000 certificate but the certificate provides no guarantee to the public''s satisfaction towards the administration and service provided by the administrative organizations. The major results of this study is, by further examining specific administrative organizations granted with ISO 9000, to establish a quality assurance system that is most feasible to introducing ISO 9000 into administrative organizations and at the same time provides recommendations for its implementation procedures and model related issues. Recommendations include the concept the administrative organizations should have when introducing ISO 9000, the implementation model, the planning of each stage and its operation focus, references that the quality system should take into account, and how to maintain and implement after granted with ISO 9000. We think these recommendations might be good reference for introducing ISO 9000 in administrative organizations national-wide, and we hope that the administration and service provided by the administrative organizations can be fully quality-oriented and thus receive high satisfaction from the public.
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