企业质量绩效评价及实证研究
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摘要
提高质量是21世纪企业改革和发展的主旋律。当代企业面临着激烈的竞争环境，企业管理者、政府投资者乃至与企业利益相关的所有的人都热切关注企业的质量绩效。随着国际市场竞争的不断加剧，世界级企业质量改进活动的深入，国家质量奖作为企业质量绩效的评价准则和企业自我评价的标准愈来愈多地引起了质量专家和学者们的广泛关注。西方企业纷纷引入国家质量奖中的卓越绩效模型对企业的质量绩效进行自我评价。质量绩效评价体系与企业的自我评价联系起来，从微观层次上讲，有利于企业主动了解自身的绩效情况和在同行业内的竞争力水平，从而有的放矢地进行持续改进；从宏观层次上讲，企业作为国民经济运行的主体，通过对企业质量绩效测评得出的总体质量绩效可作为评价国民经济运行质量的一个指标，预测国民经济的运行状况。因而，企业质量绩效的评价，无论从宏观还是微观层次上讲都具有重要的现实意义。
本文以国家质量奖为理论依据，对质量绩效的评价体系和方法展开了研究。首先探讨了企业质量绩效的内涵，对比研究了美国波多里奇质量奖、欧洲质量管理基金会卓越奖以及中国全国质量奖，建立了全国质量奖卓越绩效模型。其次，在分析全国质量奖评价准则的基础上，建立了企业质量绩效评价指标体系。在综述一般绩效评价方法和质量功能展开方法的基础上，根据企业质量绩效评价指标体系，提供了质量绩效测评的质量功能展开方法。最后，利用河南省200家企业问卷调查的数据，对质量绩效的评价方法进行了实证研究。
本文的特色与创新之处主要表现为：①在对比研究各国质量奖的基础上，对质量绩效的概念进行了界定，为质量绩效测评提供了理论依据；②借鉴美国波多里奇质量奖，建立了中国全国质量奖的评价模型；③根据中国全国质量奖准则，建立了质量绩效四个层级的评价指标体系：④利用四阶段的质量功能展开模型，提供了一种企业质量绩效的质量功能展开测评方法。
本文的研究结果不仅为我国企业提供了一种可操作的质量绩效评价方法，而且企业总质量绩效的评价结果可为我国国民经济运行质量提供分析依据。
Improving quality is the main melody of enterprise reform and development in 21st century. Enterprises are facing a keen competition environment, the enterprise managers, government investors and even all stakeholders earnestly focus on the enterprise quality performance(QP). With the intensiveness of world market competetion, and the deepening of world-class companies quality improvement constantly, the topic of quality awards and self-assessment has received considerable attention from researchers.Many enterprises have adopt the business excellence models in national quality awards to self-assess QP. The quality performance assessment system connecting with enterprise self- assessment, from the microscopic level, helps the enterprise find out its own performance situation, benchmark with others, and make continuous improvement; from the macroscopic level, enterprise is the main part of national economy, through the enterprise quality performance assessment the overall quality performance can be taken as one of the indicators for national economy operation quality assessment., and the national economy operation situation can be pridicted. Accordingly, whether from the macroscopic level or microscopic level, enterprise quality performance assessment has great significance.
This article takes national quality award as the theoretical foundation, demansteates the enterprise quality performance assessment system and method. It first discusses the connotation of enterprise quality performance, draws comparison among Malcom Baldrige National Quality Award, the EFQM Excellence Award and China Quality Award. Next, in the analysis of China Quality Award, we have establish a new quality performance assessment indicator system. On the basis of introduction of common assessment methods and Quality Function Deployment(QFD), according to the indicator system the QFD method for assessment QP is intoduced. Finally, using the data from 200 Henan enterprises questionaires, we make an empirical study.
The characteristics and innovation of this article are, with the comparison of national quality awards, we give the connotation of enterprise quality performance
本文以国家质量奖为理论依据，对质量绩效的评价体系和方法展开了研究。首先探讨了企业质量绩效的内涵，对比研究了美国波多里奇质量奖、欧洲质量管理基金会卓越奖以及中国全国质量奖，建立了全国质量奖卓越绩效模型。其次，在分析全国质量奖评价准则的基础上，建立了企业质量绩效评价指标体系。在综述一般绩效评价方法和质量功能展开方法的基础上，根据企业质量绩效评价指标体系，提供了质量绩效测评的质量功能展开方法。最后，利用河南省200家企业问卷调查的数据，对质量绩效的评价方法进行了实证研究。
本文的特色与创新之处主要表现为：①在对比研究各国质量奖的基础上，对质量绩效的概念进行了界定，为质量绩效测评提供了理论依据；②借鉴美国波多里奇质量奖，建立了中国全国质量奖的评价模型；③根据中国全国质量奖准则，建立了质量绩效四个层级的评价指标体系：④利用四阶段的质量功能展开模型，提供了一种企业质量绩效的质量功能展开测评方法。
本文的研究结果不仅为我国企业提供了一种可操作的质量绩效评价方法，而且企业总质量绩效的评价结果可为我国国民经济运行质量提供分析依据。
Improving quality is the main melody of enterprise reform and development in 21st century. Enterprises are facing a keen competition environment, the enterprise managers, government investors and even all stakeholders earnestly focus on the enterprise quality performance(QP). With the intensiveness of world market competetion, and the deepening of world-class companies quality improvement constantly, the topic of quality awards and self-assessment has received considerable attention from researchers.Many enterprises have adopt the business excellence models in national quality awards to self-assess QP. The quality performance assessment system connecting with enterprise self- assessment, from the microscopic level, helps the enterprise find out its own performance situation, benchmark with others, and make continuous improvement; from the macroscopic level, enterprise is the main part of national economy, through the enterprise quality performance assessment the overall quality performance can be taken as one of the indicators for national economy operation quality assessment., and the national economy operation situation can be pridicted. Accordingly, whether from the macroscopic level or microscopic level, enterprise quality performance assessment has great significance.
This article takes national quality award as the theoretical foundation, demansteates the enterprise quality performance assessment system and method. It first discusses the connotation of enterprise quality performance, draws comparison among Malcom Baldrige National Quality Award, the EFQM Excellence Award and China Quality Award. Next, in the analysis of China Quality Award, we have establish a new quality performance assessment indicator system. On the basis of introduction of common assessment methods and Quality Function Deployment(QFD), according to the indicator system the QFD method for assessment QP is intoduced. Finally, using the data from 200 Henan enterprises questionaires, we make an empirical study.
The characteristics and innovation of this article are, with the comparison of national quality awards, we give the connotation of enterprise quality performance
引文
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3. Akao, Y. 1997. QFD: Past, present, and future. Proceedings of the International Symposium on QFD'97, Linkoping.
4. Brereton, M. 1996. Introducing self-assessment - one of the keys to business excellence. Management Services, Vol. 40 No. 2, pp. 22-26.
5. Brown, M.G. 1997. Measuring up against the 1997. Baldrige criteria. The Journal for Quality and Participation, Vol. 20 No. 4, pp. 22-28.
6. Bohoris, G.A. 1995. A comparative assessment of some major quality awards. International Journal of Quality & Reliability Management, Vol.12 No.9. pp 30-43.
7. CQA. 2003. The China Quality Award, http://www.caq.org.cn
8. Crow, K., 2000. Performing QFD Step by Step. DRM Associates, Palos Verdes, CA.
9.Cohen Lou. Quality Function Deployment - How to Make QFD Work for You. Massachusetts: Addison - Wesley Publishing Company, 1995, pp.11 ～21.
10. Conti, T. 1997. Organizational Self-Assessment. Chapman and Hall, London.
11. Chan, L. K. and Wu, M. L. 2002. Quality function deployment: A literature review. European Journal of Operational Research 143, pp.463-497.
12. EFQM. 2006. The EFQM Excellence Award, Available: http://www.efqm.org.
13.Evans,J.R. and W.M.Lindsay.1999.The Management and Control of Quality.Cincinnati,South-Western(Thomson Learning).
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15. European Foundation for Quality Management. 1998. Self-Assessment Guidelines for Companies. EFQM Brussels.
16. Hakes, C. 1998. The Self-Assessment Handbook for Measuring a Corporate Excellence. Chapman and Hall, London.
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18. Ho, D.C.K., Duffy, V.G., Shih, H.M. 2001. Total quality management: An empirical test for mediation effect. International Journal of Production Research 39 (3), 529-548.
19. Hauser John R,Clausing Don. 1988. The House of Quality. Harvard Business Review, 66(3),pp.63～73
20 .Hale Kaynak.2003.The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management, Vol21 ,pp.405-435.
21. Jagdev, O., Bradley, P. and Molloy, O. 1997. A QFD based performance measurement, Computers in Industry, Vol. 33, pp. 357-366.
22. Kevin Laframboise. An Empirical Study of the Relationship Between Quality Practice and Business Performance Excellence in Central Canada. Presented in Partial Fulfillment of the requiements for the degree Doctorate in Administration at the John Molson School of Business, Concordia Univercity Montreal, Quebec, Canada,2002(4).
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31.Morey, R.C. and D.A. Dittman,1995, Evaluating a Hotel GM's Performance, Cornell Hotel and Restaurant Administration Quarterly, pp.30-35.
32. Nibbelke, R., Ferro, D., Hoogeboom, P., 2001. Design and evaluation with the human in mind. Air and Space Europe 3(3—4), 218-220.
33. Neely, A. D. 1999. The performance measurement revolution: Why now and what next? International Journal of Operations & Production Management, Vol.19, No.2, pp.205-228.
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36. Parkan, C. 2002. Measuring the operational performance of a public transit company. International Journal of Operational & Production Management, Vol.22, No. 6, pp.693-720.
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40. Reeves, C. and Bednar, D. 1994.Defining quality: alternatives and implications". Academy of Management Review, Vol. 19 No. 3, pp. 419-452.
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45. Tamimi,N and R.Sebastianelli, 1996.How Firms Define and Measure Quality.Production and Inventory Management Journal 37(3),pp34-39.
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47. Vokurka, Robert J. 2003.Better Supply Chains With Baldrige. Quality Progress,vol.36,No.4.
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2. Akao, Yoji (1983). Company-wide QC and Quality Deployment, Chicago, IL: The Cambridge Corporation.
3. Akao, Y. 1997. QFD: Past, present, and future. Proceedings of the International Symposium on QFD'97, Linkoping.
4. Brereton, M. 1996. Introducing self-assessment - one of the keys to business excellence. Management Services, Vol. 40 No. 2, pp. 22-26.
5. Brown, M.G. 1997. Measuring up against the 1997. Baldrige criteria. The Journal for Quality and Participation, Vol. 20 No. 4, pp. 22-28.
6. Bohoris, G.A. 1995. A comparative assessment of some major quality awards. International Journal of Quality & Reliability Management, Vol.12 No.9. pp 30-43.
7. CQA. 2003. The China Quality Award, http://www.caq.org.cn
8. Crow, K., 2000. Performing QFD Step by Step. DRM Associates, Palos Verdes, CA.
9.Cohen Lou. Quality Function Deployment - How to Make QFD Work for You. Massachusetts: Addison - Wesley Publishing Company, 1995, pp.11 ～21.
10. Conti, T. 1997. Organizational Self-Assessment. Chapman and Hall, London.
11. Chan, L. K. and Wu, M. L. 2002. Quality function deployment: A literature review. European Journal of Operational Research 143, pp.463-497.
12. EFQM. 2006. The EFQM Excellence Award, Available: http://www.efqm.org.
13.Evans,J.R. and W.M.Lindsay.1999.The Management and Control of Quality.Cincinnati,South-Western(Thomson Learning).
14. EFQM. 2006. The European Quality Award Application Handbook. Foundation for Quality Management.
15. European Foundation for Quality Management. 1998. Self-Assessment Guidelines for Companies. EFQM Brussels.
16. Hakes, C. 1998. The Self-Assessment Handbook for Measuring a Corporate Excellence. Chapman and Hall, London.
17. Hassan, A., Baksh, M.S.N., Shaharoun, A.M. 2000. Issues in quality engineering research. International Journal of Quality and Reliability Management 17 (8), pp.858-875.
18. Ho, D.C.K., Duffy, V.G., Shih, H.M. 2001. Total quality management: An empirical test for mediation effect. International Journal of Production Research 39 (3), 529-548.
19. Hauser John R,Clausing Don. 1988. The House of Quality. Harvard Business Review, 66(3),pp.63～73
20 .Hale Kaynak.2003.The relationship between total quality management practices and their effects on firm performance. Journal of Operations Management, Vol21 ,pp.405-435.
21. Jagdev, O., Bradley, P. and Molloy, O. 1997. A QFD based performance measurement, Computers in Industry, Vol. 33, pp. 357-366.
22. Kevin Laframboise. An Empirical Study of the Relationship Between Quality Practice and Business Performance Excellence in Central Canada. Presented in Partial Fulfillment of the requiements for the degree Doctorate in Administration at the John Molson School of Business, Concordia Univercity Montreal, Quebec, Canada,2002(4).
23.Kwai-Sang China, Kit-Fai Pun, Henry Lau.2003.Development of a knowledge-based self-assessment system for measuring organisational performance. Expert Systems with Applications,Vol24, pp.443-455.
24. Lascelles, D.M. Peacock, R. 1996. Self-assessment for Business Excellence, McGraw Hill, Berkshire.
25. Lee, P. M. and Quazi, H. A. 2001. A methodology for developing a self-assessment tool to measure quality performance in organizations. International Journal of Quality & Reliability Management, Vol. 18 No. 2, pp. 118-141.
26. Liu, Y. and Xu, J. 2003. Customer satisfaction measurement model based on QFD. The Asian Journal on Quality, Vol. 4, No. 2, pp. 101-122.
27. Lawrence M. Corbett and Kate N. Rastrick. Quality performance and organizational culture , A New Zealand study. International Journal of Quality &Reliability anagement,Vol. 17 No. 1,2000, pp. 14-26.
28. L. Ritchie, B.G. Dale. 2000.Self-assessment using the business excellence model.A study of practice and process. Int. J. Production Economics, Vol66 pp.241-254
29. MBNQA. 2006. Criteria for excellence performance. The Malcolm Baldrige National Quality Award Program. Available: http://www.qualitv.nist.gov
30.Mizuno Shigeru and Yoji Akao,(1994). Approach toQuality Function Deployment: The Customer-diven Quality Planning and Deployment, Asian Productivity Organization.
31.Morey, R.C. and D.A. Dittman,1995, Evaluating a Hotel GM's Performance, Cornell Hotel and Restaurant Administration Quarterly, pp.30-35.
32. Nibbelke, R., Ferro, D., Hoogeboom, P., 2001. Design and evaluation with the human in mind. Air and Space Europe 3(3—4), 218-220.
33. Neely, A. D. 1999. The performance measurement revolution: Why now and what next? International Journal of Operations & Production Management, Vol.19, No.2, pp.205-228.
34. NIST. 1999. Overview of the criteria for performance excellence. National Institute for Science and Technology, Washington, DC, Available: http://www.quality.nist.gov
35. Ojanena, V., Piippob, P. and Tuominen, M. 2002. Applying quality award criteria in R&D project assessment. Int. J. Production Economics, Vol. 80, pp. 119-128.
36. Parkan, C. 2002. Measuring the operational performance of a public transit company. International Journal of Operational & Production Management, Vol.22, No. 6, pp.693-720.
37. Porter, L., Oakland, J. and Gadd, K. 1998. Unlocking business performance with self-assessment. Management Accounting, Vol. 76 No. 8, pp. 35-71.
38. Ritchie, L. and Dale, B.G. 2000. Self-assessment using the business excellence model: A study of practice and process. Int. J. Production Economics Vol.66, pp. 241-254.
39. Reich, Y., 2000. Improving the rationale capture capability of QFD. Engineering With Computers 16 (3-4), 236-252.
40. Reeves, C. and Bednar, D. 1994.Defining quality: alternatives and implications". Academy of Management Review, Vol. 19 No. 3, pp. 419-452.
41. Reston, Va. Byme, Sandra. 2006.The Baldrige Program: Self-Assessment for Continuous Improvement. Principal,vol.85,No.4.pp.24-27.
42. Saaty Thomas L., 1980. The Analytic Hierarchy Process, New York: McGraw-Hill.
43. Saaty Thomas L., 1990. Decision Making for Leaders: The Analytic Hierarchy Process for Decisions in a Complex World, Rev. 20d ed. Pittsburg: RWS Publication.
44. SullivanPL.Policy Management Through Quality Function Deployment. Quality Progress, 1988,21 (6),pp. 18～20.
45. Tamimi,N and R.Sebastianelli, 1996.How Firms Define and Measure Quality.Production and Inventory Management Journal 37(3),pp34-39.
46. Tennant, C. and Roberts, P. 2003. The creation and application of a self-assessment pi'ocess for new product introduction. International Journal of Project Management, Vol.21, pp.77-87.
47. Vokurka, Robert J. 2003.Better Supply Chains With Baldrige. Quality Progress,vol.36,No.4.
48. Wisner, J. D. and Eakins, S. G. 1994. A Performance Assessment of the US Baldrige Quality Award Winners. International Journal of Quality & Reliability Management, Vol. 11 No. 2, pp. 8-25.
49. Wilson, G. 1998."The impact of the quality award model on organizational performance: a Northern Ireland perspective", Total Quality Management, Vol. 9 No. 4/5, pp. 237-40.
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