iso9000 与tqm流程整合模式之研究

[e-mail]@ntut.edu.twISO9000TQMISO9000ISO9000TQMARISISO9000TQMAbstractInviewofthespeedydemandintheglobalmarketandatrendofcustomerorientation,thequalitytosatisfythecustomerrequirementisimportant.Fortheextendedmarketandtheassuredquality,manyenterprisespromoteISO9000qualityassurancesystem.EventhemanagementmodelofISO9000isperfect,itsmainstructuresarestillconstructedonqualityassurance.ForcomparingwithISO9000,thetechnologiesofTQMprovidemorecompletedstructurefortheenterprise.Therefore,QualityManagementSystemmustbestructuredintegrallybyISO9000andTQM.ThispaperintendstobuildanintegratedreferencemodelofISO&TQMandtoconstructacompletedimplementingmodelbyBPRapproach.AllofprocessmodelingframeworksisconstructedbyARISsoftwarefortheoperationmechanismofintegrationmodelofISO9000.Finally,asimulationmodelthecomponentofARIS,isdevelopedtoassessISO9000andTQMprocessesinordertoreachthegoalofsystemprocessintegration.KeywordsTQMARISBPRTQMTQM2001The2001ConferenceonTechnologyandManagement5932.1ISO9000TQMISO900019873199472000ISO9000ISO9001ISO9002ISO9003ISO90012000ISO9000ISO9002ISO9003ISO90011994ISO9001202000ISO9001TQMtotalqualitymanagement123TQM4567TQM89102.2ISO9000TQM11ISO9000TQMISO9000TQMISO9000TQMISO9000TQMISO9000TQMLiaoetal12TQMISO9000ISO9000TQMMcadam13ISO9000TQMTQMISO9000ISO9000TQMISO9000TQMTQMISO9000TQMISO9000ISO9000TQMTQM2.4BusinessProcessReengineeringBPRHammer14Davenport&Short15Earl16Talwar17151718192001The2001ConferenceonTechnologyandManagement594ISO9000TQMISO9000TQMISO9000TQM.ISO9000TQMISO9000TQMISO9000TQMISO9000TQMISO9000TQMISO9000TQMARISSaarbruckenScheer199220ARISControlview(Organizationview)(Functionview)(Dataview)RequirementsDefinitionDataSpecificationImplementation2001The2001ConferenceonTechnologyandManagement595ISO9000TQM.&TQMTQMISO90004.24.184.184.194.54.74.84.114.124.134.164.202001The2001ConferenceonTechnologyandManagement596ISO9000TQMISO9000TQMBPR3.3.12001The2001ConferenceonTechnologyandManagement59712ARIS3-3.4ISO9000TQMISO9000TQMARIS1ARISBPRISO9000TQM2ISO9000TQMARISISO9000TQM1.Dotchin,J.A.,andOakland,J.S.(1992),TheoriesandConceptsofTotalQualityManagement,TotalQualityManagement,Vol.3,No2,pp.133-145.2.Juran,J.M.,andGryan,F.M.(1999),QualityplanningandAnalysis,(3rded.),McGraw-Hill,1993.3.Clinton,W.J.(1999),MalcolmBaldrigeNationalQualityAward:1998CriteriaforPerformanceExcellence,ASQC.4.Thomas,K.W.(1976),ConflictandConflictmanagement,inM.D.Dunnette(ed),HandbookofIndustrialandOrganizationalPsychology,RandMcNally,pp.889-935.2001The2001ConferenceonTechnologyandManagement5985.Saraph,J.V.,Benson,P.G.,andSchroeder,R.G.(1989),AnInstrumentforMeasuringtheCriticalFactorsofQualityManagement,DecisionScience,Vol.20,No.3,pp.810-829.6.Sohal,T.S.,Tay,G.S.andWirthA.(1989),TotalQualityControlintheAsianDivisionofaMultinationalCorporation,InternationalJournalofQuality&Reliability,Vol.6,No6,pp.60-74.7.Kanji,G.K.,Kristensen,K.K.,andDahlgaard,J..J.(1992),TotalQualityManagementasaStrategicVariable,TotalQualityManagement,Vol.3,No1,pp.3-8.8.Chase,R.B.,andAquilano,N.J.(1995),ProductionandOperationManagement,(7thed.),IRWIN.11.12.Liao,Z,Cheung,M.T.,andLai,Y.L.(1995),ISO9000anditsIntegrationwithTQM,EngineeringManagementConference,pp.214-217.13.Mcadam,R.andMckeown,M.(1999),AnanalysisoftheimpactofISO9000andtotalqualitymanagementonsmallbusinessesinNorthernIreland,TotalQualityManagement,Vol.10,No2,pp.229-241.14.Hammer,M.(1990),ReengineeringWorkDon’tAutomate,HarvardBusinessReview,Vol.68,No4,pp.104-112.15.Davenport,T.H.andShort,J.E.(1990),TheNewIndustrialEngineeringInformationTechnologyandBusinessProcessRedesign,SloanManagementReview,Vol.31,No4,pp.297-334.16.Earl,M.J.(1994),TheNewandtheOldofBusinessProcessRedesign,JournalofStrategicinformationsystems,Vol.3,No1,pp.5-22.17.Talwar,R.(1993),Businessreengineering:AStrategy-drivenApproach,LongRangePlanning,Vol.12,No6,pp.22-40.18.Kettinger,W.J.,Teng,J.T.C.andGuha,S.(1997),BusinessProcessChange:AStudyofMethodologies,Techniques,andTools,MISQuarterly,March..19.Mische,M.A.,andWarren,B.(1996),Reinventingthroughreengineering,InformationSystemManagement,Vol.13,No3,pp.58-65.20.Scheer,A.W.(1996),ARISConventionsManual.