[[alternative]]A Case Study of Appling ISO 9000 Quality Asuurance Systems in Funeral Services

[[abstract]]近年來，台灣受死亡教育、安寧療護之風的吹襲，興起了一股探究生死的潮流。抱持著「不知死、焉知生」的理念，全世界第一所生死學研究所在這個島上成立，人們也開始覺醒到生命尊嚴需要維護，死亡的尊嚴更是不容忽視。死亡尊嚴，正是對死亡品質的要求。藉著安寧療護運動的推展，臨終者在不久人世的的短暫時光裡，依憑著非侵入的支持性治療得到生命的品質；彌留之際，拒絕心肺復甦術的實施而達到死亡的尊嚴。但是當亡者一離院，遺體被轉接到殯葬業者的手中，死亡的品質便受到嚴重的挑戰。在目前翻開報章雜誌盡是此類『葬儀業「死」要錢、喪家再被剝皮痛上加痛』的相關報導，探討殯葬的服務品質便成為一件相當重要的事。 本研究為一探索性的個案研究，除參考相關的文獻資料，亦就殯葬業的現況進行調查分析，並提出可行的改善之道。接下來選擇全國第一家申請ISO 9000 驗證的殯葬服務公司做為個案，並再採用參與觀察和訪談的方法，蒐集個案公司自推動ISO 9000 準備期到取得驗證登錄後所有階段的資訊，以便對殯葬業導入ISO 9000 品質保證制度的真實情境做一呈現和描述；同時依據面對面的訪談和資料收集的方式，將個案公司推行ISO 9000系列前後的效益差做一揭露。最後根據此篇論文的所有發現進行整理與分析，企圖為其他殯葬業者建構ISO 9000時提供具體的指引。 根據觀察與訪談的結果可以發現：殯葬業務無永續經營的理念、人員的素質和訓練出現問題、服務的品質無法監控、從業人員的工作職掌界定不明、買方與賣方的權益無保障、協力服務和物料的採購出問題、業者對於商品和服務的設計開發裹足不前等等。殯葬業現今所面臨的問題，不但使得人們的死後尊嚴面臨威脅，對於業者的經營管理也有舉足輕重的影響。然而ISO 9000 品質保證系統的條款要求，譬如管理責任、品質系統、合約審查、設計管制、採購、訓練、內部品質稽核等等，正能為業者的經營管理提供指引，同時也是在為消費者爭取保障。而且從個案公司實際應用的狀況中，也發現ISO 9000 的要求與條款於導入殯葬業務時，並無滯礙難行的情況發生。 至於個案公司落實ISO 9000 品保制度前後的效益差則為：（1）營業收入增加；（2）客戶滿意度增進；（3）唯有安撫了來自員工的阻力，將公司軟硬體設施調整為最適化後，才有可能將生產的績效提昇。因此本研究建議死後尊嚴的實現必須進行（1）ISO 9000 品保制度的推廣；（2）實施生死教育；（3）成立殯葬科系；（4）預立遺囑的推廣等。[[abstract]]The requirement of living quality was raised rapidly as long as the economics developing much faster and faster. Meanwhile, facing the final time, mankind will farewell to the world like the ancestors those had been lying in the Ma-Wang-Due Tomb (a King's tomb of Chin Dynasty), the death care quality and serenity of modern Taiwanese people would be urgently concerned and discussed. Though the materialism and trickiness dimensions revealed in the modern funeral services in Taiwan, that presented in the exhibition of ancient tombs absorbed many people who just came for interesting. Researchers such as us with highly Thanatology concerning are anxious for how much serenity do they have for those had lied down and no more express themselves. Would those people who were loosing their love, in case of moaning and bereavement, be depredated much more than affordable by those funeral services? Therefore, there was a local funeral service that applied automatically for ISO 9000 quality assurance system on its own expenditure and ruled themselves uprightly following the quality requirement. I at the meantime involved myself in the case of application and the process of erection of the ISO 9000 system in the service. What the purpose of this thesis is to tell the readers their job then faithfully and objectively, and the supervision of reflection after they practiced the quality guarantee system. Finally thus I try to reveal their determination to maintain a highly serenity for the death. There are much more good news than bad news as well as much more merit than evil among general socialized people. So as to examine the funeral service's quality by the third party would be much more objectively and trustworthy. After half an year of supervising and researching, the data I have collected was not only the examination of funeral service quality but also offered ISO 9000 quality assurance system quite a few issues to be discussed and reflected