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題 名 | 運用平衡計分卡於全面品質管理之績效衡量=Using Balanced Scorecard for Total Quality Management Evaluation |
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作 者 | 楊長林; 何文宗; 方孝華; | 書刊名 | 德明學報 |
卷 期 | 19 2002.06[民91.06] |
頁 次 | 頁207-227 |
分類號 | 494.56 |
關鍵詞 | 平衡計分卡; 全面品質管理; Total quality management; Balanced scorecard; |
語 文 | 中文(Chinese) |
中文摘要 | 全面品質管理(Total Quality Management;TQM)主要在將產品或服務適時、適地、 適質與適量地提供顧客所需,提高顧客滿意度以獲得利潤、促進組織成長、與提昇競爭力, 是近年來各企業所爭相推行的品質管理制度。本研究運用平衡計分卡(Balanced Scorecard; BSC)技術於企業導入全面品質管理活動之際,進行整體績效評估模式建立。將全面品質 管理活動區分為財務、顧客、內部流程、學習與成長四個構面,由策略層面進行規劃與衡 量機制之建立,透過由上而下之方針管理模式,並根據由下而上之日常管理方法與績效評 量工具,以達成組織即時掌握內外部顧客所需,建立全方位的全面品質管理活動績效評估 模式為宗旨。 |
英文摘要 | Total Quality Management (TQM) is the most effective coordination and improvement strategy for all parts of the manufacturing/delivery process to produce goods and services, which offer a high degree of customer satisfaction. Many businesses introduce TQM to improve quality efficiency, reduce quality cost, and enhance customer satisfaction. Evaluating performance is essential for implementing TQM. This study adopts four perspectives: financial, customer, learning and growth, and business and production process of balanced scorecard (BSC) to construct an integral performance measurement system that integrate Deming cycle (PDCA) from a strategy objective to evaluate indicators which can monitor and continuously improve TQM performance to enhance effect, efficiency, and competitiveness. |
本系統中英文摘要資訊取自各篇刊載內容。