| Summary: | 有句話說「根衰則樹枯，蒂壞則果落」，行政為一有機體，本身即有「惰性」，「老化」為其必然趨勢。因此必須體檢、進補，以維持或提高績效，所以，世界各國無論公、私部門，莫不尋求不斷突破、努力的方向，以避免組織面臨僵化或衰頹的命運。
本論文研究的主要目的即在探討全面品質管理（Total Quality Management，簡稱TQM）應用於我國公共職訓機構之情況，期能尋求一種新的管理方式，適用於我國公共職訓機構，使其常保活力，持續成長，永續生存。
本研究八十三所公共職業訓練機構之員工及受訓學員做為抽樣調查的對象，編製問卷，共抽取有效樣本1500份，回收有效問卷916份，並基於國情及組織特性之考量，以我國國家品質獎指標做為發展TQM運用於公共職訓機構問卷架構，研究公共職訓機構之教職員及受訓學員對TQM的看法，及檢視公共職訓機構實施TQM的困難情形，做為日後加強職業訓練品質的努力方向。
本研究依變項包括重要性與困難度兩大部分，經由因素分析將公共職業訓練機構應用全面品質管理之重要性九大指標合併重組為六大重要性變項；亦將困難度九大指標合併重組為六大困難度變項。並應用次數分配、描述統計、平均數t考驗及單因子變異數分析(one-way ANOVA)及二因子變異數分析(two-way ANOVA)進行分析與討論。本文主要研究發現如下：
一、從本論文對加拿大、法國、德國及荷蘭的個案探討可知，全面品質管理不但在私部門被廣泛的運用，在行政部門也能被成功的推廣。
二、實證研究主要發現
1.無論教職員或學員之個人背景為何，均認為推動TQM提昇訓練品質是重要的。
2.教職員之特性以女性、教育程度為研究所以上、年齡介於25-35歲、擔任主管工作、年資在10年以下、機構隸屬為財團法人者，認為推動TQM提昇訓練品質之重要性高於其他特性者。
3.在困難度六大因素中，以高階管理與組織運作、資訊運用與研究發展及人力發展與管理三大因素在實施上較困難。
4.以擔任主管及教育程度為研究所以上之教職員認為推動TQM提昇訓練品質並不困難。
儘管有美好的政策，若未付諸實行，一切不過是空言，因為古今宇宙間，只有一個「行」字，才能創造一切，若因畏懼困難而退縮，將一事無成。現今政府致力於行政革新，以建立「廉潔」、「效能」、「便民」的政府，若能運用TQM提升公共職業訓練服務的品質，並配合經濟、社會、政治步調前進，持續改善，應能妥善發展國家人力資源，壯實國力，提高國家競爭力，再創「台灣經驗」的第二春。
=== It is true that the public sector is organic so its degradation is inevitable.Therefore, the continuous review and improvement is the direction for public and private sectors around the world to go lest an organization be doomed to stagnate or wither away.
The purpose of this study is to investigate the application of total quality management (TQM) on Taiwan's public professional training institutions; further to redefine a better management for them to keep the active vigor and growth.
The study takes the employees and trainees from 13 public professional training institutions as its questionnaire subject; there are 1500 effective samples to be randomized and 916 feedbacks. This thesis, on the basis of Taiwan's customary practices and organizational properties, takes Taiwan's national quality award as a TQM indicator to investigate customers' opinions on TQM and review the difficulties of public training institutions' practices on TQM, with a view to upgrading the training quality.
This study focuses on two aspects of importance and difficulty on the basis of variables. In term of importance, nine indicators are combined to be six variables; in term of difficulty, nine indicators are combined to be six variable. For the analysis and discussion, such approaches are used as frequency distribution, descriptive statistics, t-test, one-way ANOVAand two-way ANOVA. The findings are as follows:
I. From the cases of the public sector in Canada, France, Germany and Holland, it is common for both private and public sectors to apply TQM with success.
II. Findings from an empirical research
1. Regardless of personal background, the faculty or trainees all agree with the importance in the training quality improvement by promoting TQM.
2. The faculty subject to such conditions as female, educational background equaling to master degree or higher, aged between 25 and 35 with work title of executives and the seniority of below ten years, employee of a corporate body, all believe that there is no factor important than to upgrade the training quality by TQM.
3. Among the six factors, the three ones, including high-rank management and organizational process, information application and research development, and human development and management, draw more difficulty in case of execution.
4. Among the faculty, executives of master or higher degree think that it is not difficult to upgrade the training quality by promoting TQM.
As the saying goes, "actions are mightier than words", no policies are perfect except when they are fulfilled. As our government is devoted to making clerical reforms to build a government of honesty, efficiency and public servants, our national manpower resources will be well-developed; power be fortified, competence be risen supposed with effective TQM applications in line with the economy, society and politics.
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