以資訊科技能力為基之全面品質管理系統與流程績效關係模式研究

Exploring the Relationship Model between Total Quality Management Systems and Process Performance Based on Information Technology Capability

從時變觀點，組織鑲於環境之中，近年來企業資訊科技能力的大幅提升，牽動組織全面品質管理系統的建置與運行，以及影響流程績效之表現。國內外至今從事有關以資訊科技（IT）能力為基之全面品質管理（TQM）系統與流程績效的整合性探討與實證研究實為一項缺口，本研究嘗試建構系統路徑關係模式，研究對象擇以台灣資訊硬體產業，主要研究結論包括TQM系統中的領導功能對IT能力的建立具有正向影響，而IT能力除對TQM系統中之資訊與分析、人力資源管理及供應商關係等三項功能存在直接影響效果外，並進而透過間接路徑廣泛影響TQM系統中之其它功能與流程績效。此外，資訊與分析以及領導功能是TQM系統中兩項重要驅力因子，皆廣泛地直接與透過多重路徑間接影響系統中之其它功能，以及流程績效。

This study systemically integrates numerous research literatures, including information management, quality management, and process management literatures, to framework a proposed research model that is used to investigate the relationships among information technology (IT) capability, total quality management (TQM) systems, and process performance. The empirical findings indicate that, in TQM systems, leadership has a significant positive influence on IT capability. Conversely, IT capability has direct effects and indirect effects affecting other constructs in TQM systems and process performance. Furthermore, both information and analysis and leadership are the most critical factors in implementing TQM systems because they comprehensively, through direct and multiple indirect paths, influence the other constructs in TQM systems and process performance.