本研究會整了品質管理發展的歷史、全面品質管理（Total Quality Management, TQM）發展的相關研究。也整理了各先進國家的國家品質獎評審架構，以及大型企業與中小型企業的差異與優劣，同時也介紹了平衡計分卡（Balanced Scorecard, BSC）的精神。以E公司為例，就筆者在該公司參與運作十多年經驗，見證E公司如何從本土企業發展到被大型多國籍企業所併購，期間品質系統的轉換過程。從原本取得ISO 9000認證，單純依據ISO 9000的精神建置與操作的品質系統，進階到以ISO 9001：2008為基礎所導入的全面品質管理體系。期望藉由本論文的彙整對於未來有類似狀況或是需求的企業能有所助益。 本研究也針對三大動機進行了討論與建議，分別是： 1. 動機一：探討大型多國籍企業全面品質管理系統在導入與實施前應具備的基礎。 2. 動機二：找出大型多國籍企業全面品質管理系統合適導入步驟。 3. 動機三：如何能夠使大型多國籍企業導入全面品質管理系統後能有效的維持並且與時俱進。 E公司導入全面品質管理系統的基礎建置全面涵蓋了組織得以維持永續運作的最根本要求：品質、產品製造、人力資源、產品開發、人身環境安全。再輔以整個集團一致的「願景」、「使命」、「價值」、「理念」、「目標」、「全球道德」標準，以及政策，便可以確保單位可以在穩健的根基上持續發展。除了基礎的建置之外，導入期間的努力還包含了必要的組織調整、權責的劃分、使用平衡計分卡進行目標的管理、針對TQM審核的七個面向需求進行流程的建置與落實。最後，在TQM系統初步完成建置後，還需要有一套持續的系統檢討改善與稽核機制，且TQM的稽核條文必須要依據環境的變遷，適時進行相關的改版調整，以確保集團TQM推展的方向可以與時俱進。 This study reveals the history of quality management development and relevant researches on TQM（Total Quality Management）. It also covers the discussion of National Quality Award in developed countries, the differences of large-scale and medium / small-scale corporations as well as the spirit of balanced scorecard（BSC）. E company is taken as an example to demonstrate the transformation of its quality system from a local medium-scale company to a large-scale multinational corporation. The quality system in E company was originally certifiecated the ISO 9000 system based solely on the construction and operation the quality system of ISO 9000. It was then advanced to the TQM system based on ISO 9001：2008. This research aims at providing help for companies in similar conditions or needs. This research discusses three topics： (1) What are the required conditions before a large-scale multinational corporation implements the TQM system. (2) Whar are the proper steps to deploy the TQM system in a large-scale multinational corporation. (3) How can a large-sacle muntinational corporation maintain and further advance the TQM system. The basic establishment of the TQM system in E company fully covers the basic requirement to maintain everlasting operation. They include quality, product manufacturing, human resource, new products development and environmental safety. The stable and steady development of a company can be assured with the company’s vision, mission, value, philosophy, objectives and moral principles. In addition to the basic establishment, to deploy this system also requires necessary organization adjustment, duty allocation, using BSC to execute objective management, and carry out the processes which are based on 7 concepts of TQM requirement. A set of constant audit system is also needed after the preliminary establishment of TQM. Besides, the audit criteria have to be revised and adjusted along with external changes to further ensure that the direction of TQM is up-to-date.
