應用電腦輔助全面品質管理在大學校院系所行政管理之研究

Application of Computer-Aided Total Quality Management on Administration and Management of College Departments

近年來，國內教育改革的聲浪持續高漲，使得教育制度與環境有了許多的改變，而其中與高等教育最息息相關的就是大學校院數量的快速膨脹，從民國八十年的七十所，增加為民國九十一年的超過一百五十所。學生人數也持續增加，目前我國高等教育學生佔總人口的比率已經達到三‧七%。在面對如此強大的競爭壓力、我國加入WTO之後所將增加之國外高等教育機構的競爭、以及學生來源逐年減少的趨勢之下，如何維持競爭力、吸引優秀學生就讀，就成為各大學校院，尤其是私立大學校院的永續經營目標。在眾多為了達成這個目標而可能有的做法中，提昇教學品質、改善行政與服務績效、以及協助學生就業或升學等，較為明確且可以快速提昇學校服務對象（包括學生、家長、企業界等）滿意度的工作，就成為各個學校努力達成的主要重點。在完成這些工作上，固然需要學校內各單位的全面配合，其中最主要的單位仍然要算是直接執行這些工作、直接面對學生課業、就業或升學壓力的各個系所了。因此，如何確保各系所的行政與管理措施，對完成這些工作提供非常有利的環境，就成為現階段各個學校的一個重要課題。全面品質管理在一九八Ο年代經過許多大師的努力，已經成為現階段管理界的主流，也對於企業競爭力的提昇，注入了一股新的力量。而一九八Ο年代末期，教育界也開始注意到全面品質管理應用在教育上的重要性，認為要改進教育品質，應用全面品質管理的理念與技術，是一個新的思考方向。因此許多國家的高等教育界和職業教育界紛紛開始實施全面品質管理，以提昇學校教育品質和效能；而本文的目的就是在探討一些有關應用全面品質管理在大學校院系所行政與管理上的課題，以協助系所完成提昇教學品質、改善行政與服務效能、以及協助學生就業或升學等工作。我們首先將研究全面品質管理的理論與其實施的過程，並且以大學校院系所之特性為考量重點，提出一個可以在各系所實施的全面品質管理方案。另外，由於全面品質管理很依賴資料的收集與分析以及實施流程的自動化，因此利用適當的管理資訊系統加以輔助，就成為實施全面品質管理是否成功的最主要關鍵因素之一。因此，我們也將研究如何在我們所提出的方案中導入管理資訊系統的應用，以輔助此方案的實施，其中包括：(1）透過資訊系統加以輔助的全面品質管理實施流程；(2）此資訊系統為完成輔助工作所應有的架構及其中的組成元件；(3）此資訊系統所應提供的相關品質分析/改善功能；以及(4）此資訊系統所將使用到的相關品質/實施流程資料。最後，對於這些方案與資訊系統的特色，我們也將做詳細的說明。

In recent years, requests for educational reforms have been highly voiced and resulted in many significant changes on our educational system that include among others the rapid increase of the number of colleges from 70 in 1991 to over 150 in 2002; the total number of college students has already reached 3.7% of the population. Under such a competitive environment, these colleges, especially those private ones, have started stressing on how to maintain their competence and attract best students for achieving their everlasting operations. Amongst all possible ways to reach these objectives, such tasks that are explicit to promote the satisfactory degree of their service recipients（e.g., students, parents, and enterprises） as enhancing the quality of curricula, improving administrative and service efficiencies, and assisting students on professions and graduate studies, have become the focuses for which these colleges strive. Although these tasks can only be accomplished via the collaborations between all offices on the campus, academic departments that assist directly students on their curricula, studies, and professions plays a critical role and hence how to ensure their contribution on these tasks becomes the major point of each college. After the endeavoring of many paramount researchers in 1980's total quality management（TQM） has become a mainstream of the management context and provided the vitality of promoting the competence of enterprises. At the end of 1980's, educational circles noticed also the application of TQM on education; they recognized as a new way utilizing the concepts and techniques of TQM to improve the quality of education. Hence, many countries started adopting TQM to improve the quality and efficiency of their schools; this paper is purposed to explore issues about applying TQM on the administrative and managerial work of academic departments in order to enhance the quality of their curricula, improve their administrative and service efficiencies, and promote their assistance on professions and studies. Firstly, we will study the theories and implementation process of TQM, and, under the consideration of such departments' characteristics, propose a TQM solution suitable for them. In addition, since the success of implementing TQM depends largely on the collection and analysis of correct and necessary data, utilizing an adequate management information system（MIS） for aiding the implementation is a critical factor of success. Therefore, we will explore then how a MIS can be utilized in the implementation of the TQM solution, which include（1）the MIS-aided implementation process;（2）the architecture of the MIS and its components;（3）functions provided by the MIS for quality analysis and improvement; and（4）data employed in the MIS with regards to the quality and implementation process.