【作者】 苏良立；

【导师】 郑文富；

【作者基本信息】 北京邮电大学 ， 工商管理， 2011， 硕士

【摘要】 研究目的全面质量管理(Total Quality Management,简称TQM)是近期重要的管理观念和技术之一,TQM在欧、美、日等世界各地的推广与实施显著的增加,对于改善企业体质,提升竞争优势,已获得了实证。在国内,TQM尚处于起步阶段,所以在非接触IC卡封装产业在这方面的经验更是缺乏。本研究旨在通过TQM活动的实施找出适合非接触IC卡生产流程的有效模式与建议。研究方法1)本研究采用案例研究方式,针对非接触IC卡封装企业,通过访谈、档案资料、田野观察等收集数据,以探讨S中心所进行全面质量管理活动,受哪些关键因素影响。2)对推行TQM活动前后的实际成果进行比对分析,观察TQM活动与传统的质量管理作业之间所产生的差异。3)选取不同质量衡量指标,通过不同的观察样本,以一元回归模型的方式对其推行过程中各种项目投入的程度差异,评估TQM推行的成效与各变量之间关系与影响。研究发现由TQM活动的推行我们发现：影响全面质量管理活动成败的重要关键因素,分别为高层领导支持、全员参与、持续改善、流程再造、顾客导向、企业文化、质量工具及方法应用。从整个实施过程中我们发现,全面质量管理最具影响力的应该是文化或观念,企业在实施全面质量管理时,有时常常过份强调了工具或活动等层面的运作,而忽略了文化或观念的深度经营,可能造成全面质量管理活动只注重形式。实践意义本研究意义在于通过TQM实施前后质量活动和质量参考指标间的差异对比,结合TQM推行后各质量指标间的相关性分析,提出TQM实施过程中的建议和未来发展方向,并让这些经验成为一种有用的运作原则,可适用于非接触IC相关生产流程与改善活动。研究限制本研究选取的数据仅限于TQM实施前后四年多时间,选取的衡量指标局限于笔者收集数据的有效性和可靠性。对于衡量指标相互间的相关性以一元回归模型进行分析,并以此来证明各质量活动在TQM实施过程有极大地正向促进作用,对引入数据的全面性和稳定不再进行数学理论方面的验证和探讨。原创性本研究首次将TQM活动运用到非接触IC卡制造行业,对影响TQM的关键因素进行分析。对比其他研究,本研究创新在于笔者作为活动的参与者和推动者,掌握前后实施过程的第一手数据与资料,并以此入手,提取可供参考的有效性衡量指标,结合推行的各项实际质量活动成效。找到与S中心实施TQM最具相关性的因素。更多还原

【Abstract】 Research purposesTotal Quality Management (TQM) is one of the most important management concepts and techniques recently.The Total Quality Management scheme has been widely implemented in some developed countries.Its effectiveness on improving the operation efficiency and the competition capability of a company has been solidly confirmed。In China, TQM is in developing stage, especially in IC industries, fewer companies has this experience. This thesis aims to find the critical successful factors of the TQM implementation in IC cards manufacturing companies.Research methods1) A case study methodology was used to extract the critical successful factors of the TQM implementation in IC cards manufacturing companies. Data were collected through interview, archives and field observation.2) Through comparing the activities before and after TQM implementation, we probed into the difference between TQM and traditional quality management methods3) A regression analysis was used to explore the influence of these critical successful factors on the performance of TQM implenmentation.Research findings1) Research showed the the critical successful factors of the TQM implementation in IC cards manufacturing companies included:management support, staff cooperation, continuous improvement, process reengineering, customer focus, corporate culture, tools and methods of TQM, and so forth. 2) Especially, it was our culture or attitude towards TQM that had a significant influence on the performance of TQM implementation, not the adaptation of tools or the focus on activity levels.Practical implicationsThis significance is through TQM activities before and after the implementation of quality, combined with the introduction of TQM quality index analysis of the correlation between the proposed TQM implementation recommendations and future directions, and have the experience to be a useful principle, applicable to a non-contact IC-related production processes and improvement activities。Research limitedThe researching data in thesis is based on four years during the TQM implementation, so the consideration index limited by collected data. Correlation analysis of the Measure Indexes will be performed in Single-element Regression Model, so as to prove that each quality activity will has great positive impact on TQM implementation. There will no further verification and discussion for the data comprehensive and stability in mathematical theory.OriginalityThis researching firstly applying TQM and analyzing the key affecting factors in non-contact IC card manufacture. Comparing with other studying, this innovation lies in the accusation of data and information. The author as a participant and facilitator can provide effective index, so combining the index with practical actions in S Company.更多还原