结合ISO 9000品质管理系统与PZB缺口模式以达成顾客满意目标之整合方法研究.pdfVIP

计算机系统应用 2009年第6期 结合ISO 达成顾客满意目标之整合方法 廖仁僳1·2王倬莘1潘忠煜1(1．东海大学工业工程与经营资讯学系台湾台中40704； 2．建国科技大学工业工程与管理学系台湾彰化500) An IS O9000 Integrated QMS ApproachCombining andPZBModeltoReach Gap Customer Satisfactionective Obj Ren．Chieh Andrew Panl Lia01”，Wei．Hua Wan91，Chung．Yu (1．Industrial and Information 40704； EngineeringEnterprise Dept．，TunghalUniversity，Taichung 2．Industrial and EngineeringManagementDept．，ChienkuoTechnologyUniversity，Changhua500) aim to Abstract：Theofthis iS combinethe structureofISO9001：2000andthe flowof study designed QMS analysis FZB Model．Related PZB ofISO9001：2000were‘build-in”intothefive ofthe Gap requirements QMS gaps 3 theachievementofsgrvice 1．to PZB GapModel。duringphases．for quality．InphaseidentifyGapsbyusing Modelasall fill ISO9001：2000clauses tool；In 2，we Gap analysis phase Gapsbyapplying 3．actionaletakentocloseornarrow SOPwhichCallbefollowed in phase Gapsbydeveloping byemployees accordancewithISO in 2．The modeland requirementssuggestedphase integrated 3-phase couldbeutilized舔aileffectiveandefficienttoo