頁籤選單縮合
題 名 | How to Introduce "Customer Satisfaction orientation of Total Quality Management" to the Military Organization=如何將全面品質管理(TQM)之顧客滿意導向引進軍隊組織 |
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作 者 | 王承宗; | 書刊名 | 筧橋學報 |
卷 期 | 5 1998.09[民87.09] |
頁 次 | 頁89-124 |
分類號 | 494.56 |
關鍵詞 | 全面品質管理; 顧客滿意; 組織文化; 實質身份; 增加價值; 創新; 供應者; 任務; 願景; 目標; 政策; 策略; 美國國防部; 投資報酬率; 目標管理; Total quality management; TQM; Customer satisfaction; Organization culture; Identity; Add value; Innovation; Supplier; Mission; Vision; Objective; Policy; Strategy; U.S. depqrtment of defense; Dod; Return on investment; ROI; Management by objective; MBO; |
語 文 | 英文(English) |
中文摘要 | 以〞時程〞作為檢驗〞品質管理〞的基礎,於是我們可以發1900年代之前是作業 人員的品質控制的時代,1918 年之前是工頭的品質控制時代,1937 年之前是檢驗人員的品 質管制時代, 1960 年之前是統計品質管制時代( SQC ),1960 年之後是全面品質管制時 代,( TQC ), 1980 年之後變成全面品質管理,全面品質管理的最大特色是 TQM 是一種 令所有顧客滿意的組織文化,為了要令所有顧客滿意,企業必須〞作正確的事和正確的作事 在開始之際〞,經由人員建立品質於產品╱服務之中以滿足品質要求,將產品導向的觀念轉 變為顧客導向,最終轉變為顧客滿意導向,軍隊組織一如其它政府組織皆非營利性組織,而 且是屬於任務導向組織,轉變為顧客滿意導向為全球之趨勢,軍隊組織越晚實施此一轉變, 則效果越差。 |
英文摘要 | Take "time frame" as the basic to examine" quality management"; then we can find that before 1990's is the era of operators' quality-control; before 1918 is the era of headmen's quality-control; before 1937 is the era of inspectors' quality-control; before 1960 is the era of statistic quality control (SQC); after 1960 is the era of total quality control (TQC); after 1980's become the era of total quality management (TQM). [1] The mose distinctive feature of TQM is that TQM is an organizational culture for satisfying all customer. In order to satisfy all customers, the enterprise should "do the right thing and do the thing right at the first place". [2] Through personnel to build quality in product/service and meet the quality requirements. The mind-set shift from product oriented to customer oriented then finally customer satisfaction oriented. For military organization like the other governmental organizations is ono-profit organization and used to be mission orieneted. In order to improve its services to meet the customer satisfaction oriented trend is a necessary activity nnw; the otherwise, the later military organization start this movement the poorer its effect. |
本系統中英文摘要資訊取自各篇刊載內容。