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Unformatted text preview: ! ! ! ! ! !! ! NSC 95-2221-E-231-003 !!3 1 1 7 ! 9! ! 1 2! ! !! !! ! ! ) ! ! ! ! -! ! !3118 ! 8! ! 42! ! ! * !! ! ! ! ! ! ! !!!!!!! !!!!!!!!!! ! ! !!! !!! !!! ! ! : 7!! ! 9! !! !2!! ! ! ! The research of quality management model on service process Hsu-Hua Lee Department of Industrial Engineering and Management, Ching Yun University hhlee@cyu.edu.tw August Tsai Department of Industrial Engineering and Management, Ching Yun University august@cyu.edu.tw Abstract The quality of service becomes crucial because the structure of the enterprises are impacted by the global environment. The competitiveness should be improved by effective implementation of quality. The process quality is the critical issue for delivering the process products and service to satisfy the customers’ expectation. It will be the common understanding for global competition in service market.The process innovation is the focus to improve the competition in service enterprises. The International Standard Union establishes the international quality management standard to promote quality management, satisfy customers’ requirement and needs. The process standardization in many service units are becoming important to follow the international service process standards. Based upon the backgrounds described above, the theory and practice of systematical management and standardization of service process quality will be studied in this research. The content and the international standard of quality management will be used to develop service process standards to carry out the standardization of service process quality management in the national service enterprises.The customers’ requirements are the input for process quality. The method of quality management systematization, service process standardization, and balanced scorecard will be used to satisfy the customers in the service process. Case study will be applied to strengthen the quality of service process. Quality management expert conference or questionnaire can be also used to set up service process quality management model and principles. Keywords Quality of Service Quality Management Process Management Process Standardization 1. 20 2005 ISO 2006 ISO 2004 2004 ISO ○ 2005 ISO 176 2002 2005 2000 1997 2005 2005 ISO9000 ISO9000 ISO9000 1. 2. ISO ISO 2. 2001 1985 Parasuraman, Zeithaml, & Berry PZB ! b/! ! b/! b/! b/! b/! c/! c/! c/! c/! ! ! ! d/! d/! ! ! ! ! c/! ! PZB Gronroos(1982) Gronroos (1982) Gronroos (1982) Parasuraman, Zeithaml, Gronroos Berry (1988) 2001 (what) (how) (1999 1993 1997 ! ! ! ! 1992 ISO 9000 ISO 9001 2000 ( ( ( ( ( ( ( ) ) ) ) ) ) 2000 2004 2000 2005) PDCA 3. ISO9000 -ISO9000 ISO/Guide 62 ISO 19011 — ISO9000 4. 17 ISO9000 KMO Bartlett SPSS KMO KMO 0.861 Kaiser KMO (meritorious)(Kaiser, 1974) Bartlett 253 (P .01) Bartlett 0.8 1802.789 1 0.5 0.5 0.5 0.5 (community) 17 1 1 (Likert) Cronbach Alpha 0.9289 0.9043 0.8459 0.8689 5. 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