A research on the relevance of key factors and organization performance of ISO 9001：2000 quality management system－Based on an example of the manufacturers in South of Taiwan

• Main Authors: Chien-Liang Kuo, 郭建良
• Other Authors: Han-Jung Liu
• Format: Others
• Language: zh-TW
• Published: 2003
• Online Access: http://ndltd.ncl.edu.tw/handle/49666436308796880577

碩士 === 國立成功大學 === 企業管理學系(EMBA)專班 === 91 === If any organization passes the verification of ISO 9000, it means this organization conforms to the quality of a specific standard that guarantees the consistency of the quality on the products, service and process. However, the standard of ISO 9000 series doesn’t have any attempt to hide the structure of quality management system and consistency of the documents. The standard of its regulation only suggests the necessary factors for the proper quality management system, not use it as the way for the operation. Each organization must design their own systems to reach these requests. The verification of ISO 9000 series doesn’t guarantee the quality on the products and services of the organization are better than others. At most, we can only say that the organization with ISO series verification might be able to provide the consistent quality. Generally, ISO 9000 series verification can bring some performances to the organizations-internal and external performances. The internal performance is related to the procedures and structures of the organization, for example: increase the capacity, improve the efficiency, lower the cost and clarify the organization assignments and responsibility. These are advantageous to the decision of policy and participation motives of the staff. The external performances are the benefits related to the external environments of the organizations. For example: Competition advantage, increase the sale volume and market share, possibility of entering a new market, maintain the relationship with the customers, enhance the satisfaction of the customers, improve the reliability and reputation of the company. With the ISO 9000 series verification, except for these benefits, we also found some disadvantages from the documentation. For example, the extra cost for finishing the ISO verification, increase the paper work, overlook the development of the staff and backup units in the organization. At the same time, that the staffs are forced to obey the fixed procedure manual and regulations of ISO 9000 series verification might hinder the creative thought This study was done by referring documentation, collecting the ISO 9000 series verifications brought up by the domestic and foreign scholars and then added the successful key factors of the motives and fulfillment. After arrangement, it sums up the key factors and performance measuring variables of 2000 quality management system of ISO 9001 in this study. After being rectified according to the propositions of the specialists, the questionnaire was adopted for the manufacturers that passed ISO 9001: 2000 verification in South of Taiwan. After statistics and analysis, it obtains the following results: 1.The motives of the enterprises for ISO9000 series verification. There are two major matters, internal inducement and external inducement. 2.The key factors of the manufacturers that carry out ISO 9001: 2000 quality management systems in South of Taiwan. On the importance of recognition, it extracts 6 key factor aspects; “Rationalize the monitoring and examination and system”, “ Educational training and continuous improvement”, “ Support and determination from the high management”, “Participation and agreement of all staff” and “ The choices of the verification and counseling units”. 3.The key factors of the manufacturers that carry out ISO 9001: 2000 quality management system in South of Taiwan. On the aspect of satisfaction on the fulfillment, it extracts 5 key factor aspects. They are respectively “System rationalization, customer-orientation and continuous improvement”, “Support and determination of the high management”, “Educational training, company culture and leading styles”, “Communication, negotiation, examination, rectification and prevention” and “assistance from the external specialized counselors”. 4.The operation performances of the manufacturers in South of Taiwan after passing ISO 9001: 2000 verification. It extracts 4 performance aspects. They are respectively “Improvement on satisfaction of the customer and production process”, “Staff encouragement”, “Lower the cost” and “Profit factors of the markets”. 5.The manufacturers in Sought of Taiwan that carry out ISO 9000 series quality system all have positive improvements on all performances. 6.The followings are the 4 factors of factors and performance based on the 3 major aspects, motive aspect, the importance on recognition of the key factors and satisfaction on the fulfillment of key factors, of the manufacturers in South of Taiwan that carry out ISO 9000 series quality management system. By analyzing the relevance, the results show the relevant variables, totally 9 sets as following. (1). Internal inducement: Improvement of customers’ satisfaction and process. (2). System rationalization, customer-orientation and continuous improvement: Improvement of the customers’ satisfaction and process. (3). Support and determination of the high management: Improvement of the customers’ satisfaction and process. (4). Educational training, Company culture and Leading style: Improvement of the customers’ satisfaction and process. (5). Internal inducement: Staff encouragement. (6). External inducement: Staff encouragement. (7). Support and determination of high management: Staff encouragement. (8). System rationalization, customer-orientation and continuous improvement: Staff encouragement. (9). Assistance from external specialized counselors: Staff encouragement. 7.From the analysis on the study results of individual case, five company consistently considered that ISO 9001: 2000 revision direction is better and the version of 1994. It has positive result and help to the operation performances of the enterprises. But the extent of the improvement still depends on how much efforts the company put. Besides, by arranging the more important first 4 key factors, considered by the interviewed companies, it can be found that they thought “Support and determination of high management” and “System rationalization, customer-orientation and continuous improvement” are the most important factors for carrying out ISO 9001: 2000 quality management system.