[Trans.] [Quality] 品質概念的發展過程

品質在近十年來，不管在企業界或政府是一相當受到注意之名詞，在探討全面品質管理(TQM)之前，首先必須對品質此一概念加以界定，方可以了解TQM之真正內涵。

壹、品質概念的發展過程及演進

依Garvin之研究，品質之發展可劃分為四個時代，且後一時代係奠基於前一時代的發展（Garvin,1988:37）：

（一）品質檢查時代（十八世紀）

早期的手工藝者非正式的自行檢查自己的產品，及至工業革命的大量生產時期，由於採用不同零件的組合，因此設有檢查員以其眼睛來確定產品的好壞。

（二）統計式的品質控制時期（一九三○年左右）

使用W.A.Shewart所提倡的統計觀念來測量品質，也就是根據生產結果所產生的變異數來分析從產品或程序測量所得的數據，這種作法依然是一種對產品的檢查方式。

（三）品質保證時期（一九五○年左右）

除了保有統計控制的品質檢查外，也與規劃、設計、工程及服務活動配合，使用更積極的方式，例如品質的價格、全面品質控制、高度可靠的工程設計和零缺點方案等，使得產品的品質趨於完美。

（四）策略品質管理時期（一九八○年以後）

由於許多品質學者的提倡，品質的觀念有了重大的改變，高層管理人員開始將管理當作是一種競爭的利益，將它結合在策略規劃的過程中，也就是著重顧客的價值，使得品質成為組織中的重要管理途徑，同時受到外在的壓力，如低劣品質所造成的利益損失，政府對產品缺限和回收的緊密政策，以及市場的競爭使得產品必須是具有超級品質，較低價格和可靠的輸送等性質，因此在內在因素及外在壓力下，如何滿足顧客的需求和期待，成為對品質的要求。

Quality has been a remarkable term in both enterprises and governments in recent ten years. Before exploring the world of Total Quality Management (TQM), we have to define the concept of Quality, so that we can understand the contents of TQM.

A.    The Development and Evolution of Quality Concept

According to Garvin, the development of Quality can be divided into four periods, the later of which were based on the former ones.

a.       Quality Inspection  (18^th Century)

In the old days, the handicrafts weren’t inspected by the makers formally until the mass production of the industrial revolution. Due to the combinations of different componants, inspectors were set for confirm the quality of the products.

b.      Statistical Quality Control (1930s)

The statistical concepts of W.A. Shewart was used to calculate the quality, that is to say, people should analyze data from the products and process calculation based on the variances of the result of production, which is still a way of inspection so far.

c.       Quality Assurance (1950s)

In addition to the statistical quality control, Quality Assurance also coordinated with planning, designing, engineering and services. More active ways like controlling the price of the quality, total quality control, highly reliable design of engineering and 0-defect method were used in attempt to perfect the quality of the products.

d.      Strategic Quality Management (1980s~)

Due to a group of scholars’ promotion, the concept of quality had been changed significantly. The high-level managers began to regard management as a benefit out of competition. In the process of combining quality in strategic plan, in which we focus on the customer value, quality became an important means of management. Due to the exterior pressure such as benefit loss from low quality, recall of defect products of government, and the competitive market, products should have superior quality, lower price and reliable transportation. As a result, given the interior factors and exterior pressure, how to satisfy the needs and expectations of customers had become the requirement of quality.