뗚25뻭ꆡ뗚7웚ꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡ,쓪ꆡ7퓂ꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡ벼ꆡ쫵ꆡ뺭ꆡ볃TechnologyEconomꆡicsJul.,2006컄헂뇠뫅:1002-980X(2006)07-0023-04좫쏦훊솿맜샭뛔뒴탂뗄펰쿬:믽벫틖믲쿻벫?탭쟬죰,훬붨훒,횣ꆡ룕(헣붭듳톧맜샭톧풺,몼훝310058)ꆡꆡ햪튪:놾컄쫗쿈볲튪믘맋쇋좫쏦훊솿맜샭뗄랢햹,볌뛸ퟅ훘럖컶쇋뷼쓪살맺쓚췢톧헟퓚좫쏦훊솿맜샭폫뒴탂쿠뮥맘쾵랽쏦쯹ퟶ뗄폐틦첽쯷ꆣ뗃돶뗄뷡싛쫇:좫쏦훊솿맜샭폫뒴탂듦퓚ퟅ믽벫맘쾵,틠듦퓚ퟅ쿻벫맘쾵,솽헟횮볤늻쫇볲떥뗄쿟탔틲맻맘쾵,뛾헟볤뗄맘쾵폐듽폚뷸튻늽뷸탐샭싛첽쳖뫍쪵횤퇐뺿ꆣ맘볼듊:좫쏦훊솿맜샭;뒴탂;쿠뮥맘쾵훐춼럖샠뫅:F270ꆡꆡ컄쿗뇪횾싫:Aꆡꆡ맺볊뺭볃튻쳥뮯,뺺헹죕쟷벤쇒,뒴탂죕틦돉캪펰쿬ꆣ듋췢,퓚쪯뒨?ꆢ쳯뿚탾튻뗈죕놾훊솿맜샭톧웳튵짺듦뫍랢햹뗄뚯솦뫍풴좪ꆣ헽죧놫쒪뛻볒뗄얬솦쿂,좫쏦훊솿맜샭뗄샭싛뫍랽램믱뗃쇋벫(WilliamJ1Baumol,2002)쯹퇔ꆰ:쫐뎡톹솦웈쪹맜듳뗄럡뢻뫍랢햹ꆣ훊솿맜샭뗄ꆰ샏웟훖ꆱ릤뻟ꆰꆢ탂웟샭헟쏇쾵춳뗘ꆢ듳맦쒣뗘횧돖뒴탂믮뚯,뛸죎뫎튻룶훖ꆱ릤뻟틔벰훊솿릦쓜햹뾪(QFD)ꆢ쳯뿚랽램ꆢힼ쪱웳튵틲뒴탂얬솦뛸좡뗃뗄돉릦폖믡웈쪹웤뺺헹뛔쫖뮯짺닺(JIT)ꆢ뾴냥짺닺(Kanben)ꆢ훊솿룄뷸얬솦뾪햹뒴탂믮뚯ꆱꆣ폫듋춬쪱,좫쏦훊솿맜샭좡뗃(Kaizen)뗈뗃떽맣랺펦폃뫍췆맣ꆣ뗄돉릦뫍웕뇩췆맣,쪹좫쏦훊솿맜샭돉캪웳튵폐킧20쫀볍80쓪듺,좫쏦훊솿맜샭ퟷ캪튻훖햽싔쳡룟뺺헹솦뫍믱좡킧틦뗄뺭펪맜샭쳥쾵ꆣ훬삼늩쪿맜샭쒣쪽뷸죫웳튵,뗃떽쇋뷸튻늽뗄삩햹뫍짮뮯,훰죏캪21쫀볍쫇훊솿뗄쫀볍ꆣ좫쏦훊솿맜샭폫뒴탂붥평퓧웚뗄TQC(TotalQualityControl)퇝뮯돉캪뻹맘쾵ퟅ웳튵뗄랢햹,쓇쎴뛾헟쫇럱쿠죝?쿠뮥펰TQM(TotalQualityManagement),돉캪튻훖ퟛ뫏쿬돌뛈폐뛠듳?뛔솽헟쿠뮥맘쾵뗄퇐뺿뇤뗃풽살풽뗄ꆢ좫쏦뗄뺭펪맜샭랽쪽뫍샭쓮ꆣ듋뫳,ISO9000쾵웈쟐ꆣ쇐맺볊훊솿맜샭뇪ힼ쳥쾵뗄췆탐뫍룄냦,뗚죽랽훊튻ꆢ좫쏦훊솿맜샭솿죏횤뗄웕뇩뾪햹,폐솦뗘듙뷸쇋훊솿맜샭뗄웕벰(TQM)뫍맜샭쮮욽뗄쳡룟ꆣ좫쏦훊솿맜샭늻뷶쳡룟쇋닺욷좫쏦훊솿맜샭웰풴폚쏀맺,훬삼ꆢ럑룹놤쒷폚폫럾컱뗄훊솿,뛸쟒퓚웳튵컄뮯룄퓬폫훘ퟩ뗄닣쏦20쫀볍쇹쪮쓪듺돵쳡돶쇋좫쏦훊솿뿘훆(TQC)뗄짏,뛔웳튵닺짺짮뿌뗄펰쿬,탭뛠ꆰ쫀뷧벶ꆱ웳튵뗄돉룅쓮ꆶ(TotalQualityControlꆷ,1961쓪),떫헦헽듙릦뺭퇩횤쏷:좫쏦훊솿맜샭(TQM)쫇튻훖쪹웳튵믱쪹좫쏦훊솿맜샭벫듳랢햹뗄쫇좫쏦훊솿맜샭퓚죕놾뗃뫋탄뺺헹솦뗄맜샭햽싔ꆣ뗄펦폃뫍좡뗃뗄돉릦ꆣ뛾듎듳햽틔뫳,듷쏷늩쪿붫좫쏦훊솿맜샭(TQM)뗄뚨틥뫜뛠,훊솿맜샭뗄좫쏦훊솿맜샭뗄샭쓮듸떽쇋죕놾,뗃떽쇋죕놾웳튵탭뛠톧헟뚼듓ퟔ짭뗄탅쓮ꆢ쟣쿲뫍튵컱뺭퇩뗈뗄뷇뗄웕뇩뷓쫜ꆣ좫쏦훊솿맜샭쪹죕놾뗄뷎뎵ꆢ볒폃뗧뛈,룸돶쇋늻춬뗄뚨틥ꆣ쯤좻죧듋,떫TQM뗄튻킩웷ꆢ쫖뇭ꆢ뗧ퟓ뗈닺욷뗄맺볊뺺헹솦듳듳퓶잿,듓뛸믹놾샭쓮,죧:틔맋뿍캪맘힢붹뗣ꆢ돖탸룄뷸ꆢ좫풱닎듙뷸쇋죕놾뺭볃뗄량쯙랢햹ꆣ춬쪱,죕놾웳튵뗄돉폫ꆢ쇬떼ퟷ폃ꆢ맽돌랽램ꆢ쾵춳맜샭ꆢ틔쫂쪵캪믹뒡ꆢ릦,쪹좫쏦훊솿맜샭뗄샭싛퓚쫀뷧랶캧쓚닺짺뻞듳폫릩랽뮥샻뗈,뮹쫇뗃떽듳볒튻훂죏춬뗄ꆣ쫕룥죕웚:2006ꆪ03ꆪ09믹뷰쿮쒿:맺볒ퟔ좻뿆톧믹뷰(쿮쒿뫅:70372018)ퟷ헟볲뷩:탭쟬죰(1930-),쓐,붭쯕뎣훝죋,헣붭듳톧맜샭톧풺뷌쫚ꆢ늩쪿짺떼쪦,퇐뺿랽쿲:벼쫵뒴탂맜샭;훬붨훒(1968-),쓐,붭쯕틋탋죋,헣붭듳톧맜샭톧풺늩쪿짺,퇐뺿랽쿲:뒴탂맜샭ꆢ훊솿맜샭;횣룕(1975-),쓐,즽뚫첩낲죋,헣붭듳톧맜샭톧풺붲쪦,늩쪿,퇐뺿랽쿲:뒴탂맜샭ꆢ뗧ퟓ짌컱ꆣ23
벼쫵뺭볃ꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡ뗚25뻭ꆡ뗚7웚ISO9000(1994)훊솿쳥쾵뇪ힼ붫TQM뚨틥캪:튻룶믡떼훂퓶볓뒴탂ꆣ퓙헟,쫚좨폫닎폫,쪹풱릤룐쫜뗃ퟩ횯틔훊솿캪훐탄,틔좫풱닎폫캪믹뒡,쒿뗄퓚폚춨떽ퟰ훘,듓뛸믽벫탔뫍훷뚯탔뗃틔쳡룟,죚잢뗄릤ퟷ맽죃맋뿍싺틢뫍놾ퟩ횯쯹폐돉풱벰짧믡쫜틦뛸듯떽뮷뺳붫쪹풱릤뗄뒴퓬탔뗃틔돤럖랢믓ꆣ뿧릦쓜췅뎤웚돉릦뗄맜샭춾뺶ꆣ뛓,풱릤살ퟔ늻춬뗄횰쓜늿쏅,뻟폐뛠훖늻춬뗄뺭퇩뛾ꆢ뒴탂뫍벼쓜,쿠뮥횮볤뗄붻쇷,폐샻폚랢즢쮼캬,뒴퓬돶(Innovation)탂뗄쮼쿫뫍뷢뻶컊쳢뗄탂랽낸ꆣ뒴탂쫇튻룶뢴퓓뛸맣랺뗄룅쓮,뛔쯼뗄뺫좷뚨Zairi(1999)뛔튻킩ꆰ쫀뷧벶ꆱ웳튵뗄뒴탂맜샭뗄틥틀삵폚닢뛈믲럖컶뗄쳘뚨쒿뗄ꆣ놾컄냑뒴탂뷧뚨ퟮ병쪵볹뷸탐쇋퇐뺿,퇐뺿뇭쏷:훮죧ꆰ훊솿컄뮯ꆱꆢ캪:탂뗄뒴틢퓚웳튵뗄닺욷ꆢ릤틕ꆢ럾컱ꆢퟩ횯ꆢ맜샭ꆢ톧쾰탍ퟩ횯ꆢ맋뿍쟽뚯탍ퟩ횯ꆢ돖탸룄뷸뗈튻킩뒴탂펪쿺뗈랽쏦뗄펦폃,늢냑뒴탂쫓ퟷ닺욷뒴탂뫍릤틕쪵볹,폫좫쏦훊솿맜샭뎫떼뗄ힼ퓲럇뎣쿠럻ꆣ룼뷸뒴탂ꆢ붥뷸뒴탂뫍훘듳뒴탂뗄ퟩ뫏ꆣ튻늽뗄퇐뺿뇭쏷,좫쏦훊솿맜샭뗄튻쾵쇐랽램뫍릤죽ꆢ좫쏦훊솿맜샭뻟,훮죧:훊솿릦쓜햹뾪(QFD)ꆢ쳯뿚랽램ꆢ쪵퇩짨(TQM)뛔뒴탂뗄펰쿬볆ꆢ춳볆맽돌뿘훆(SPC)ꆢ맊헏쒣쪽뫍펰쿬럖컶쒿잰맺쓚췢맘폚좫쏦훊솿맜샭폫뒴탂쿠뮥맘쾵(FMEA)ꆢ뇪룋램ꆢ6ꛒ짨볆ꆢTQC탂샏웟훖릤뻟ꆢ뗄샭싛뫍쪵횤퇐뺿짐늻뛠볻,쳘뇰쫇맺쓚룼쫇쿊폐ISO9001훊솿쳥쾵뇪ힼꆢ풱릤닎폫뫍쫚좨ꆢ뿧릦쓜췅짦벰ꆣ훷튪풭틲뿉쓜쫇컒맺쿠떱늿럖웳튵쾵춳뮯뾪뛓ꆢ폫릩펦헟맘쾵뗈,퓚웳튵뗄뒴탂맜샭쪵볹훐뗃떽햹좫쏦훊솿맜샭뗄쮮욽늻쫇뫜룟,쇭췢뒴탂쓜솦웕쇋맣랺뗄쳥쿖ꆣ뇩뷏캪놡죵,틲듋짦벰좫쏦훊솿맜샭폫뒴탂맘쾵뗄(뛾)좫쏦훊솿맜샭(TQM)뛔뒴탂뗄쿻벫펰쿬샭싛폫쪵횤퇐뺿짐캴짮죫뾪햹ꆣퟛ뫏맺쓚췢틑폐뗄11좫쏦훊솿맜샭잿뗷뿘훆,뛸뒴탂룼뛠맄샸춻튻킩퇐뺿컄쿗살뾴,맘폚좫쏦훊솿맜샭폫뒴탂횮볤웆ꆣ훊솿맜샭듓좫쏦훊솿뿘훆(TQC)랢햹떽좫쏦뗄쿠뮥맘쾵,듦퓚ퟅ솽훖늻춬뗄맛뗣ꆣ폐킩톧헟퇐훊솿맜샭(TQM),쯤좻웤샭쓮뫍랽램뚼좡뗃쇋뎤ퟣ뺿죏캪:좫쏦훊솿맜샭뗄폐킧쪵쪩쓜릻듙뷸뒴탂,뗄뷸햹,떫좫쏦훊솿맜샭퓚뫜듳돌뛈짏잿뗷뗄틀좻뛾헟횮볤쫇믽벫뗄맘쾵,;뛸쇭튻킩톧헟퓲죏캪:좫쫇뿘훆,죧뛔뾪랢뫍짨볆뗄뿘훆,뛔쫤죫뗄뿘훆,뛔쏦훊솿맜샭뗄튻킩튪쯘폫뒴탂늻쫇럇뎣쿠죝,듓뛸맽돌뗄뿘훆,뛔쫤돶뗄뿘훆뗈뗈ꆣ퓚ISO9000훊솿붫ퟨ낭뒴탂ꆣ쳥쾵뇪ힼ훐,벸뫵뛔닺욷훊솿탎돉뗄좫맽돌뚼쪹폃(튻)좫쏦훊솿맜샭(TQM)뛔뒴탂뗄믽벫펰쿬쇋ꆰ뿘훆ꆱ헢튻쫵폯ꆣ좫쏦훊솿맜샭퓚룼듳돌뛈짏쫇뒴탂뫍좫쏦훊솿맜샭뚼쫇쮳펦죕쟷벤쇒뗄쫐뎡퓚좷뚨뗄훊솿쮮욽뗄튪쟳횮쿂뷸탐폐킧뗄뿘훆,쿻뺺헹,캪싺ퟣ폃뮧죕틦퓶뎤뗄탨쟳뛸닺짺뗄ꆣ좫쏦돽틢췢,뻀헽욫닮,틔뷓뷼믲듯떽풤쿈짨뚨뗄쒿뇪ꆣ훊솿맜샭뗄튻킩믹놾샭쓮뫍쪵쪩ힼ퓲,훮죧맋뿍떼뛸뒴탂퓲룼뛠뗘맄샸뒴퓬탔뗘춻웆,뎬풽쿖폐뗄쮮쿲틢쪶ꆢ잿뗷쇬떼ퟷ폃ꆢ룟뇪뚨캻램ꆢ풱릤닎폫틢쪶ꆢힼ,듯떽룼룟닣듎ꆣ튪뷸탐뿘훆,뻍뇘탫훆뚩뇪ힼꆣ힢훘탅쾢폫쇷돌맜샭ꆢ돖탸룄뷸뗈뚼늻춬돌뛈뗘뛔뇪ힼ뛔폚맦랶뮯뫍복짙욫컳쫇뇘늻뿉짙뗄,폐샻폚뒴탂웰ퟅ훘튪ퟷ폃ꆣ좫쏦훊솿맜샭뗄폐킧쪵쪩쓜릻웳튵솬탸뗘ꆢ욽컈뗘퓋ퟷꆣ떫듓뒴탂뗄뷇뛈살뾴,뇪펪퓬폐샻폚뒴탂뗄뮷뺳,쓜릻듙뷸웳튵뒴퓬솦뗄쳡ힼ뮯췹췹쪹풱릤죏캪헢뻍쫇쫊폃뗄ꆢퟮ폅뗄뷢뻶랽룟,좫쏦훊솿맜샭뗄쪵쪩돌뛈폫닺욷뒴탂뗄쯙뛈듦램,듓뛸믡풼쫸풱릤톰쟳룼뫃뗄뷢뻶랽낸ꆣ춬쪱,뇪퓚ퟅ쏷쿔뗄헽쿠맘(Flynn,1994)ꆣힼ뮯뗄횴탐,믡쪹풱릤틲몦엂듲웆쿖폐맦돌쫜떽뒦맋뿍캪맘힢붹뗣쫇좫쏦훊솿맜샭뗄훘튪ힼ퓲,랣,듓뛸캪쇋좷놣ퟔ벺솼뫃뗄튵벨,뻍내늿뻍냠,쒫쯼튪쟳웳튵쪼훕죧튻뗘ힷퟙ맋뿍쿖쪵뗄뫍캴살뗄탨쫘돉맦,헢퇹뻍뫜쓑돶쿖뒴탂헟ꆣ헽죧Morgan쟳,늢쿫랽짨램춨맽퇐뺿랢햹믲틽뷸탂벼쫵,뾪랢탂(1993)쯹퇔:맟샽(Routine)쪹컒쏇쮼뾼쪱닺짺뛨닺욷,살싺ퟣ죕틦뇤뮯뗄쫐뎡탨쟳ꆣ듋췢,쯼뮹튪쟳탔,쪹컒쏇낲폚쿖ힴ,풼쫸컒쏇뎬돶뎣맦ꆣ웳튵퓚싺ퟣ맋뿍믹놾탨쟳뗄믹뒡짏,뎬풽맋뿍뗄웚21좫쏦훊솿맜샭쪹웳튵쟷폚놣쫘,좱랦뒴탂뚯췻ꆣ헢퇹튻룶맽돌뿉틔쮵뻍쫇뒴탂뗄맽돌ꆣ춬퇹,솦ꆣ튻쟐틔맋뿍캪훐탄,쫐뎡탨튪쪲쎴뻍짺닺쪲쎴,돖탸룄뷸튲듙뷸뒴퓬탔뗘쮼뾼뫍룄뇤릤ퟷ뗄ퟩ횯뫍붫믡떼훂웳튵놻뚯뗘쿬펦쫐뎡ꆣ웳튵뛔맋뿍쏷좷뗄맜샭랽쪽ꆣMcAdam뗈(1998)뗄퇐뺿뇭쏷:돖탸룄탨쟳뫍쿖폐뗄쫐뎡뇈뷏쟥컺,떫좱랦훷뚯췚뻲맋뿍뷸폫뒴탂횮볤듦퓚틲맻맘쾵,튻뛎쪱볤뗄돖탸룄뷸뗄잱퓚탨쟳뫍뾪췘캴뾪랢뗄쫐뎡뗄믽벫탔,헢퇹뻍24
ꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡꆡ좫쏦훊솿맜샭뛔뒴탂뗄펰쿬:믽벫틖믲쿻벫?죝틗떼훂웳튵뷶뷶힢훘쿖폐닺욷믲럾컱뗄붥뷸룄캪뷸탐탞헽,틔쪹벨킧놣돖퓚ퟩ횯맦랶폫쒿뇪맦뚨뷸,뛸늻쫇얬솦뒴퓬탂뗄뷢뻶랽낸,벴떼훂웳튵뾪랢뗄랶캧쓚ꆣ뛸쮫뮷톧쾰퓲쫇훘탂움볛ퟩ횯쒿뇪뗄놾뺺헹솦늻잿뗄쒣럂닺욷뛸늻쫇랢햹헦헽뗄뒴탂닺욷훊ꆢ볛횵뫍믹놾볙짨,웤쳡돶뗄뷘좻늻춬뗄컊쳢뷢뻶(Wind&Mahajan,1997)ꆣ맋뿍캪맘힢붹뗣쪹웳튵냬램폐샻폚쪵쿖뒴탂ꆣ돖탸룄뷸훷튪힢훘맽돌뗄볲힢훘폫쿖폐맋뿍놣돖뎤웚맘쾵,평폚떣탄춻웆탔뒴떥뮯뫍쇷돌뮯,틔벰죧뫎ퟶ뗃룼뫃ꆢ룼뿬ꆣ헢횻쓜쪹탂믡룄뇤닺욷믲럾컱뗄폃뮧,평듋쪧좥쿖폐뗄맋뿍웳튵늻뛏뗘룄헽좱쿝ꆢ훰늽쳡룟,뛸늻샻폚춻웆탔뒴뫍쫐뎡,틲듋붫믡럁낭웳튵뒴탂쓜솦뗄쳡룟ꆣ춬쪱탂ꆣ퓚쪵볹훐,좫쏦훊솿맜샭(TQM)쪹풱릤뗄톧쾰평폚맋뿍튻냣횻쓜틀뻝쿖폐뗄닺욷믲럾컱살뇭듯쯻풼쫸폚룸뚨뗄풤쿈짨볆뫃뗄닺욷랶돫,헢퇹풱릤횻쏇뗄탨쟳,뛸쿖폐닺욷뗄벼쫵튻냣늻쫇ퟮ쿈뷸뗄ꆣ쓜ퟅ퇛폚훊솿룄뷸맽돌뗄쾸횦쒩뷚,쓜ퟶ뗃ퟮ뫃뗄틲듋맽럖쳽듓맋뿍,붫쪹웳튵ퟅ퇛폚쿖폐쫊폃벼쫵,뻍쫇ꆰ컒쏇퓵퇹룄뷸쯼?ꆱ;뛸늻쫇랴쮼ꆰ컒쏇튻뚨튪훂솦폚틑폐뗄쫐뎡,뻍쓑틔룐쫜떽벤쇒뚯떴뮷뺳뗄헢퇹ퟶ싰?ꆱꆰ,쫇럱폐룼뫃뗄뷢뻶랽램?ꆱ,듓뛸뒴퓬늻좷뚨탔,뛔캴살쫐뎡뗄늻솬탸탔좱랦ퟣ릻뗄죏쪶탔뗘룄뷸쿖폐뗄횰쓜뫍뷡릹ꆣ뇈죧쇷돌퓙퓬,쯼늻뫍ힼ놸(Kim&Marbougne,1999),듓뛸컞램놣돖쫇훂솦폚웳튵쿖폐쇷돌뿲볜쓚뗄룄뷸,뛸쫇엗웺뻉탐튵뗄벼쫵쇬쿈헟뗘캻ꆣ뗄,폃좫탂뗄살뷸탐쳦듺뗄춻웆탔맽돌ꆣ(Hammer31좫쏦훊솿맜샭잿뗷돖탸룄뷸,춨뎣횻쓜틽랢&Champy,1993)1붥뷸뒴탂ꆣ좫쏦훊솿맜샭뗄돖탸룄뷸튻냣쫇튻훖킡51좫쏦훊솿맜샭맽폚힢훘돉놾폫킧싊,듓뛸복맦쒣뗄ꆢ훰붥뗄룄뷸맽돌,욫훘폚풤럀뫍ꆰ복짙듭짙뒴탂뗄믺믡ꆣ훊솿룄뷸뗄믹놾샭쓮뻍쫇쿻돽샋컳ꆱꆣ쯼쯹쪹폃뗄탂샏웟훖릤뻟,믹놾뚼쫇쫊폃폚랢럑,쳡룟킧싊ꆣ죕놾웳튵늻뷶냑짺닺맽돌훐닺짺뗄쿖컊쳢ꆢ럖컶컊쳢뗄ꆣTQC킡ퟩퟷ캪훊솿룄뷸뗄좺폐좱쿝뗄닺욷쫓ퟷ샋럑,뛸쟒냑늻뫏룱뗄풭닄쇏튲훚탔ퟩ횯,웤믮뚯듳뚼내헕ꆰ헒컊쳢ꆢ닩풭틲ꆢ뻙듫뾴ퟷ샋럑ꆣ틲듋,쳡룟킧싊뻍튪뺡뿉쓜뗘퓚훊솿룄쪩ꆢ쪵쪩ꆢ퇩횤ꆢ맦랶뮯ꆱ헢퇹튻룶쒣쪽살뷸탐ꆣ늻쓜뷸뗄쎿튻룶뮷뷚뛅뻸샋럑ꆣ쫂쪵짏,맽럖잿뗷돉놾쮵헢퇹뗄훊솿룄뷸늻훘튪ꆣ떫쫂쪵뇭쏷,쯼횻쓜쪹폫킧싊,벴쪹늻쿻돽,튲붫복짙캴쪹폃풴뗄폐킧닺욷훊솿룼볓뷓뷼믲듯떽맦뚨뗄훊솿쮮욽,뛸쓑틔탔,뛸웤훐폐튻킩틑뺭횤쏷폐훺폚웳튵뗄뒴탂뷸탐폐킧뗄춻웆ꆣ듓햽싔뗄맛뗣살뾴,돖탸룄뷸폐(Rogers,1983;Mintzberg&Quinn,1991;Nohria뿉쓜쪹웳튵ힷ짏뺺헹뛔쫖,떫튲듳뚼횻쫇쒣럂헟뫍&Gulati,1996)ꆣ돤럖랢믓풱릤뗄뒴퓬솦,튪폐솼룺쯦헟,뫜쓑쪵쿖춻웆탔뗄뒴탂뛸뎬풽뺺헹뛔쫖ꆣ뫃뗄ퟩ횯뮷뺳,튪퓊탭ꆰ듳볆뮮ꆱ잰쳡쿂뗄ꆰ킡ퟔ평ꆱ,죧맻웳튵뎤웚뒦폚놻뚯뗄룺ퟙힷ룏ힴ첬,듓뎤풶살뛸튻캶ힷ쟳킧싊,풱릤뻍뫜쓑폐뿕폠뗄쪱볤뫍뺫솦,뾴,붫폐놻쫐뎡쳔청뗄캣쿕ꆣ뻍늻뿉쓜닎폫럇짺닺탔믮뚯,듓뛸벫듳뗘복짙쇋닎41좫쏦훊솿맜샭듙뷸떥뮷톧쾰,뛸뫜짙쫇쮫뮷폫뒴탂뗄믺믡(Ahanotu,1998)ꆣ쫊떱뗄돉놾킧틦톧쾰ꆣ돖탸룄뷸쓑틔닺짺훘듳뒴탂뗄풭틲,뮹퓚폚움볛쫇뇘튪뗄,떫뿁쟳돉놾킧틦,맽뛠ꆢ맽쯀뗄맦뚨,웤뎫떼뗄톧쾰맽돌ꆣ쿖탐뗄펦폃폚돖탸룄뷸뗄훊솿쫆뇘쫸뢿풱릤뗄뒴퓬탔짨쿫뫍뾪췘탔릤ퟷ1룄뷸릤뻟뎣뎣닠훘폚럖컶탔뗄ꆢ뷡릹탔뗄뫍쿟탔뗄(죽)킡뷡벰뷸튻늽퇐뺿햹췻쮼뾼;뛸뒴탂쫇ퟛ뫏뗄ꆢ럇뷡릹탔뗄뫍럇쿟탔뗄ꆣ붥ퟛ짏쯹쫶,쯤좻룼뛠뗄맛뗣훷헅좫쏦훊솿맜샭뷸룄뷸쪼폚럖컶쿖쪵쇏(ퟳ쓔쮼뾼),뛸춻웆탔뫍폫뒴탂횮볤뗄쿻벫맘쾵,떫쯻쏇튲쎻폐췪좫럱뚨솽훘듳뒴탂좴듳뚼살풴폚횱뻵뗄뚴달솦(폒쓔쮼뾼)헟횮볤뗄믽벫맘쾵,뛸쫇죏캪좫쏦훊솿맜샭뛔뒴탂(Miller,1995)ꆣ돖탸룄뷸쫇럖컶탔뗄,뛸뒴탂쫇쪵뗄듙뷸ퟷ폃쫇뇈뷏폐쿞뗄,폐쪱뿉쓜쫇폐몦뗄ꆣ헢퇩탔뗄,죝죌쪧냜뫍듭컳(Ahanotu,1998)뗄ꆣꆰ틀쪵볊짏맘쾵떽뒴탂뗄뚨틥뫍쓚몭,죴냑뒴탂샭뷢캪뻝쫂쪵뷸탐맜샭ꆱ쫇좫쏦훊솿맜샭뗄ힼ퓲횮튻,쯼잿붥뷸뒴탂뫍훘듳뒴탂ꆢ닺욷뒴탂뫍릤틕뒴탂뗄ퟩ뫏,뗷샻폃쿖폐쫽뻝ꆢ릤뻟뫍벼쫵뷸탐췆샭럖컶ꆣ퓚컊퓲좫쏦훊솿맜샭뫍뒴탂쫇쿠뮥붻뗼뗄ꆣ좫쏦훊솿맜쳢쿠뛔쫬쾤뗄쟩탎쿂,쿈잰뗄뺭퇩붫듙쪹컒쏇쫗쿈샭룼뛠뗘샻폚붥뷸뒴탂,뛸뛔훘듳뒴탂늻샻ꆣ쓇쎴횱뷓펦폃폫춨뎣쟩뿶쿂쿠춬뗄뷢뻶랽램ꆣ튲뻍쫇좫쏦훊솿맜샭폫뒴탂뗄쿠뮥맘솪뛈폐뛠잿?쪵쿖룟쮵,죧맻풱릤뷶뷶뒦샭뎣맦탔뗄닙ퟷ컊쳢,뻍늻첫뿉훊솿뗄TQM믮뚯뫍닺짺룟뒴탂벨킧뗄TQM믮뚯쓜닺짺탂펱뗄뒴틢ꆣ떥뮷톧쾰쫇붫ퟩ횯퓋ퟷ뗄뷡맻쫇럱듦퓚닮틬?펰쿬좫쏦훊솿맜샭(TQM)쪵쪩뗄폫ퟩ횯풭쿈뗄닟싔뫍탐캪솪쾵웰살,늢뛔닟싔뫍탐ퟩ횯뮷뺳ꆢퟩ횯햽싔뫍ퟩ횯컄뮯쓜럱뷢쫍늻춬샠탍25
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