[[alternative]]Performance Evaluations of Introducing the ISO 9000 System to a preschool--Case Study on Shihjhu Village preschool

[[abstract]] 廿一世紀是品質掛帥的世紀，優質、卓越是目前流行的口號。品質一詞由生產者的角度來看就是符合要求；由使用者角度來看就是適用。1980年代末期教育界亦開始注意全面品質管理在教育上的重要性，認為改進教育品質應用全面品質管理的理念和技巧，是一個新的取向。 教育品質攸關人力素質的良否，影響國家整體競爭力，為有效改善教育品質，近年來不少教育機構相繼導入ISO9000品質認證系統。ISO9000品質保證系統，是以製造生產型態為基礎所發展出來的系統，多以物流的觀點處理品質管理的問題，而教育的主體是人不是物，必須強調人員及活動過程間的互動關係，倘直接將ISO9000系列標準套用於教育事業中，以制式化的觀念模式來進行管理，往往引發困擾與爭議，故如何深入了解ISO9000品質保證系統的基本精神，考量教育事業的特性，加以適切的轉換與調整，乃是一個極為重要的研究課題 。由於國內各教育機構推行ISO9000品質管理與品質保證制度屬於起步階段，亟欲探討通過ISO9000系列驗證之幼教機構其組織績效如何?為本研究主要動機。 學校導入ISO9000之動機與目的和企業界並不全然相同，通過驗證僅是符合國際品質保證標準最基本要求的系統而已，與達到提昇學校行政品質之目標仍有距離，本研究目的係要了解通過ISO9000驗證後，行政效率是否提升？服務品質及績效是否改變？學校整體形象及品質是否大幅提昇？ 歸納研究結果後發現到： 一、幼教機構組織政策變革須依高層領導者願景訂定。石竹村幼教機構高層領導者也透過「計劃變遷」的方式，以「校務發展整體化」、「行政管理績效化」的理念，進一步轉化成具體的行動項目，藉以提升教學品質及行政效率。 二、組織各單位橫向、縱向間聯繫與推動及整體規劃較困難，管理者應注意並考量整合各部門管理系統，隨時保持更新及有效性。石竹村幼教機構遵循ISO 9002管理系統，清楚釐訂各單位職責及範圍，使機構得以真正提升整體營運績效，有效改善了組織體質，同時滿足了客戶及利害相關者的需求。 三、ISO9000系列管理概念有效彌補石竹村幼教機構行政過程成效，和缺失無法把握與驗證的不足。針對日常作業流程合理化，並確認工作職責，透過有效流程管理，不斷檢討且改進過失，防患未然作有效之危機管理。 四、學校在追求高品質教學需要有效率，且有持續不斷的計劃、執行、檢討和改善。因此學校行政管理機能是動態的，需具有持續不斷地運作創新求變的經營理念，方能符合社會進化的需求。石竹村幼教機構順利導入ISO 9002管理制度後辦學口碑漸佳，招生人數激增，創辦人辦學信心增強，續開分校。且園內行政效率提升，教師素質提升，家長抱怨減少。 五、教育品質攸關人力素質的良否，影響國家整體競爭力。而教育的主體是人不是物，必須強調人員及活動過程間的互動關係，高階主管及機構內部人員必須深入了解ISO9000品質保證系統的基本精神，考量教育事業的特性，加以適切的轉換與調整。由於石竹村幼教機構是國內幼教機構首家推行ISO9000系列品質管理制度者，屬於起步階段，組織變革過程雖困難，但在高階主管的決心、管理代表耐心支持之關鍵因素下，得以順利推行 ISO9000系列品質管理制度。 六、導入ISO 9002管理制度後，機構同業間觀摩、資訊交流、園內各項主管人員在職訓練 、各項專業教師人員在職訓練、專業倫理提升等專業訓練必須經常且持續地進行。[[abstract]] The 21st century is a century of quality priority and high quality and excellence are popular slogans currently. From the perspective of a producer, quality means to meet requirements. As for a user, it refers to applicability. At the end of 1980’s, educational circles also began to emphasize the importance of total quality management on education because they considered improving educational quality by applying the concept and techniques of total quality management was a new direction. The quality of education not only decides the quality of human resources, but also affects the overall competitiveness of a country. To improve educational quality efficiently, a number of educational organizations introduced ISO 9000 quality assurance system for the past few years. ISO 9000 quality assurance system was a manufacturing-based system and issues of quality management were dealt with logistics viewpoints. Therefore, the main subject of education is people instead of objects and the interactions between personnel and activities are focused. Problems and disputes will be the outcomes if the standards of ISO 9000 system are applied to education directly and management is conducted by a standardized model. Consequently, how to have an in-depth understanding of the basic essence of ISO 9000 quality assurance system, to take the properties of education into consideration and to make appropriate transformations and adjustments have become extremely vital issues of study. As the ISO 9000 quality management and quality assurance system introduced and implemented by domestic educational organizations is still on an initiative stage, the organizational performance of the preschool educational organizations that have been ISO 9000 system certified will be explored, which is also the major motive of this research. The motive and purpose of introducing ISO 9000 for a school are not the same as those for an enterprise. However, acquiring the certification is merely the most basic prerequisite of meeting international quality assurance standards, which is still away from the objective of promoting administrative quality of a school. The purpose of this study is to examine whether administrative efficiency will be promoted and service quality and performance will be changed or not after being ISO 9000 certified with a view to improving the integral image and quality of schools substantially. The summarized results of the research are as follows: 1. Organizational policies and reformations of preschool institutions are determined by the visions of the top management. The top management of preschool organizations in Shihjhu Village promoted teaching quality and administrative efficiency by transforming the ideas of integral development of school administration and effective administrative management into specific action items through the method of plan change. 2. As horizontal and vertical coordination and promotion among units in an organization are more difficult, the management should pay attention and integrate the management system among departments for updating and effectiveness at any time. The preschool organizations in Shihjhu Village not only complies with the ISO 9002 management system, but also clarifies the responsibility and scope of each unit so that the overall operation performance may be promoted, the organizational make-up can be improved efficiently and the requirements of the customers and interest related parties may be fulfilled. 3. The management concepts of ISO 9000 series improve and correct the administrative performance and shortcomings of the preschool organizations in Shihjhu Village efficiently. For a rationalized flow of daily operation and demarcation of duties, effective flow management is conducted and defects are kept improving for preventive and efficient crisis management. 4. High teaching quality requires continuous planning, implementing, reviewing and improving. Therefore, the administrative management function of a school is dynamic and incessant innovative management principles are indispensable to meet the demands of an evolving society. Public praise is growing and the number of new students is increasing after the preschool organizations in Shihjhu Village introduced ISO 9002 management system successfully. Being confident, the founder opens another new branch. Furthermore, the achievements also include increase in administration efficiency and quality of teachers and decrease in complaints from parents. 5. The quality of education not only decides the quality of human resources, but also affects the overall competitiveness of a country. However, the main subject of education is people instead of objects and the interactions between personnel and activities are focused. High-level directors and internal personnel in an institution have to acquire an in-depth understanding of the basic principles of ISO 9000 quality assurance system and make proper conversions and adjustments after taking the features of education organizations into consideration. As the preschool organizations in Shihjhu Village were the first to introduce the quality management system of ISO 9000 series in the same trade, it was still a new beginning. Although difficulties occur during the process of organizational changes; nevertheless, two critical factors, the determination of high-level directors and patience and support from the management representative, make the implementation of ISO 9000 series quality management system a success. 6. After introducing ISO 9002 management system, emulation and information exchange are made among the same business, on-the-job training programs for directors of all levels and teachers of all specialized subjects are given and professional training like promotion of professional ethics is conducted on a regular basis