国立东华大学公共行政研究所

ii(…)iii200220021224iv(TotalQualityManagement;TQM)()4711,765(1)()(2)(3)vAbstractThe21stcenturyhasbecometheeraofknowledgeeconomyanddigitalization.Inthiseraofknowledgeeconomy,it’sessentialforalltoimprovethequalityofhighereducation.RepublicofChinahavenowjoinedWTO,underthepressureofinternationalcompetition,thoseuniversitiesthatwishtoenjoycontinuousprogressmustensurethattheycontinuouslyupgradetheireducationalquality,sothattheircustomersaresatisfiedwiththeservicesprovided.Onlythenmaytheyhaveanedgeinthecompetitivemarket.Thequalitycontrolsystemusedinthebusinessworldmightwellserveasaguidefortheuniversitiestoupgradetheirquality.Duetotheencouragementexpansionofhighereducation,thenumberofcolleges/universitiesandstudentshaveincreasedtremendouslyforlastdecade.Thephenomenonreflectstheincreaseofthestudents’opportunitiestopursuehighereducation,butatthesametime,italsomeansthatthecompetitionsamongstcolleges/universitiesaregettingintensive.TotalQualityManagement(TQM)havebeeninusedinthebusinessworldforyears,andtheresultisimpressed.Butwhetherthesameisapplicabletothehighereducationalinstitutionstoupgradetheirqualitiesisworthytostudy.ThoughtheUShasalreadyadoptedtheTQMtechniqueintoitseducationalinstitutions,buttherehasbeenrelativelysmallamountofschoolsinTaiwan(especiallythehighereducationalinstitutions)adoptingtheTQMtechnique.So,theeffectsofTQMimprovingthequalityoftheuniversitymanagementarestudiedinthisresearch.Inthisstudy,471faculties/staffand1,765studentsfrom15differentuniversities/collegesarecollected.Basedontheresultsofthisresearch,itisfoundthat:(1)Thefaculty/staffandstudentsgenerallyagreethatTQMdoeshaveeffectonupgradingthequalityoftheschoolmanagement.ItalsoclearlyshowsthatthoseschoolshaveimplementedtheTQMgainingmuchsatisfactionfromtheircustomersthanthosehavenot;(2)viThedegreeofawarenessofmanagementqualityisverymuchdependentonthefaculties/staff’seducationlevel,thepositions,theirseniority,andtheschool’scharacteristic;whereasforthestudents,theirdegreeofawarenessofmanagementqualitydependsontheirage,theirmajor,theirgender,thelengthofstayinginschool,andwhetherholdinganystaffjobintheirclassesorstudentorganizations;(3)Therearehighlyrelatedbetweeneachdimensionofadministrativequality.Keyword:TotalQualityManagement,AdministrativeQualityvii..........................................................................................ii..........................................................................................iv..........................................................................................v..........................................................................................ix..........................................................................................x...........................................................1.......................................................................2...........................................................2.......................................................................3.......................................................................3.........................................5........................................................7.........................................8..............................11...........................................................17................................................21.......................................................................25.......................................................................25................................................26...........................................................27...................................................................39.......................................................................47.........................................47viii.......................................................................51...............................................................53...............................................................53.......6466..............................85.......................................................................88.......................................................................102..............................................................................104..........................................................................................107()...................................114()............................130()...............................139()...................................144ix1-1.................................................................42-1......................................................192-2..............................................................212-3ISOTQM...........................................................223-1.....................................................................254-1...............................................101x2-1.............................................102-2(MB).................................182-3......................