| Summary: | 碩士 === 元智大學 === 工業工程與管理學系 === 97 === The national defence budget and the member of armed forces are reduced gradually in recent years. The military manufacturing factories actively implement the authentication of ISO quality management system into their production line to enhance the system of production repair and maintenance, to promote the quality, to integrate logistics support more effectively, and to guarantee military personnel combat effectiveness. This study focuses on the performance evaluation of the Army instrument calibration and testing lab after implementation of ISO 17025 quality management system, and the investigate customer satifaction as well.
In this study, firstly, ISO 17025 quality management system, implementation process, and present situation of the instrument calibration and testing lab are introduced. Second, exploring the interconnected relationships and influencing in organizational culture, executing ISO 17025 key successful factor, the performance, and customer satisfaction are discussed. We adopted the questionnaire to conduct our research, and the first survey considers inside and outside customers in “customer satisfaction”, the other part focuses on the satificatary of managers and employees in the instrument calibration and testing lab after ISO system implemented.
There are two major hypotheses studied: (1) correlation of individual differences in targeted variables, (2) inter-relatedness and influences among targeted variables. Statistical analyses for collected data include descriptive statistics, factor analysis, ANOVA, correlation and regression analysis. The software SPSS 12.0 performs the statistical analysis. The main findings in this study are as follows:
1. Differences in targeted variables: Part of different personal characteristics in all variables have significant difference.
2. Inter-relatedness and influences among targeted variables: Organizational Culture and ISO Quality Management against Organizational Performance have significant positive relationship.
3. From our study, we suggest that implementing ISO quality management system into any unit is necessary and can upgrade the satisfactory of customer service from every respect aspects.
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