大學行政人員對於落實ISO品保系統知覺之研究 : 以中國文化大學推廣教育部為例

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Title:	大學行政人員對於落實ISO品保系統知覺之研究 : 以中國文化大學推廣教育部為例
Other Titles:	The study of implementation of ISO quality assurance system for administrative staff in university : a case study of school of continuing educaiton in Chinese culture university
Authors:	陳思瑄;Chen, Shi-hsuan
Contributors:	淡江大學教育政策與領導研究所碩士班張家宜;Chang, Flora Chia-i
Keywords:	ISO;品質保證系統;中國文化大學推廣教育部;ISO;Quality Assurance System;School of Continuing Education in Chinese Culture University
Date:	2006
Issue Date:	2010-01-11 00:18:10 (UTC+8)
Abstract:	本研究旨在探討中國文化大學推廣教育部推行ISO品質保證系統之落實程度、推行困難與實施效益，以作為日後推廣教育實施ISO之參考依據。本研究採用問卷調查法，主要以「中國文化大學推廣教育部落實ISO 9001情況」為自編問卷，並以中國文化大學推廣教育部職員為研究對象進行問卷調查。發出問卷168份，回收有效問卷155份，問卷回收率為96%。調查所蒐集之資料以描述性統計、信度分析、t檢定以及單因子變異數分析後，主要的研究發現如下：ㄧ、中國文化大學推廣教育部落實ISO現況 (一)中國文化大學推廣教育部落實ISO程度尚佳，落實成效良好。 (二)「品質管理系統」構面落實程度最高；「管理責任」構面落實程度最低。二、中國文化大學推廣教育部推行ISO之困難 (一)最主要的困難為：「不能了解ISO作業程序」、「教育訓練不完善」以及「ISO語意不清、艱澀難懂」。 (二)最不困難者為：「高階主管的支持度不高」。三、中國文化大學推廣教育部實施效益 (一)最主要的效益為：「使工作流程更明確」、「使工作內容移交更方便」、「使主管對行政業務流程更加重視」。 (二)較無效益的部份為：「能減少顧客抱怨」、「使部門間溝通協調變好」以及「能提升員工積極工作態度」。最後根據文獻探討與研究結論，提出具體建議以供學校及未來研究之參考。 The purpose of the study is to investigate the implementation of ISO Quality Assurance System for staff of School of Continuing Education in Chinese Culture University (CCU). The survey instrument was a questionnaire titled “the implementation of ISO 9001 of the Continuing Education in Chinese Culture University”. The samples were drawn from 168 targets of School of Continuing Education in CCU(with 96% response rate). The data were analyzed by the descriptive statistics including t-test and one-way ANONA. Therefore, the findings of the study are described as below: 1.The condition of the implementation of ISO in School of Continuing Education in CCU： 1.1 The implementation degree of ISO in School of Continuing Education in CCU is respectable and the effects are significant. 1.2 The implementation degree of “ Quality Management System ” ranked the highest；The implementation degree of “Management Commitment ” ranked the lowest. 2.The difficulties of enforcing ISO of in School of Continuing Education in CCU： 2.1 The major difficulties are “the staff can’t understand the process of ISO ”, “ the educational training is not enough ” and “ the definitions of ISO need to be clarified ”. 2.2 The least difficult one is “ lack of support from supervisors”. 3.The benefit of implementation of ISO of School of Continuing Education in CCU： 3.1 The major benefits are “ the work process becomes more definite ”, “ job transfer is getting easier” and “the supervisors put more emphasis on the administrative process ”. 3.2 The less benefits are “ISO reduces the complaints from customers”, “the relationships between departments are getting improved” and “ISO help to advance the motivation of staff”. Based on the above findings, the study concluded with some practical implications for educational administrators, school administrators, and the future investigators in this field.
Appears in Collections:	[Master's Program, Graduate Institute of Educational Policy and Leadership] Thesis

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