建构ISO品质管理系统稽核员之人格特质参考模型.DOC

建構ISO品質管理系統稽核員之人格特質參考模型 Construction of a Reference Model for ISO QMS Auditors’ Personality Traits 作者一1 Ren-Chieh Liao 作者二2 Yu-Chen Liang 摘要ISO9000國際品質管理系統驗證當作認定品質水準的第一要務。 ISO9000品質管理系統的認證中，稽核員扮演著重要角色，稽核員的人格特質更影響到驗證結果。本研究藉著問卷分析進而整合出優秀的稽核員應該具備的人格特質並建構參考模型，可提供驗證公司作為甄選稽核員及人才訓練之參考。 經由人格特質參考模型分析稽核員的問卷結果，可以協助知道稽核員分別在勤勉審慎、開放學習、情緒穩定、外向是否已達基準，針對未達基準方面加以分析，藉此有利於驗證公司在甄選稽核員時，可以更快速判斷稽核員須符合哪方面的人格特質，也能讓正式稽核員在不足的部分加以改善，讓未來驗證時更確實、公正及有效率的完成驗證工作。 關鍵詞：ISO9000、人格特質、成熟度 Abstract Under the trend of global trade, there becomes no boundary among countries. Following the tendency for achieving good quality, not only on the quality focus of products, Taiwanese companies pay much attention to quality system certification. Achieving the ISO 9000 quality management system certificate becomes the first priority for the quality level recognition of those companies. During the certification process of the ISO 9000 QMS, the auditors play an important role. Therefore, their personality traits may affect the result of certification. This research, by applying questionnaire analysis, tries to build a reference model for the basic personality traits of excellent auditors. Such a model can be provided to the certification organizations for their auditors’ selection and training purposes. Using our proposed personality traits model by inputting the data from received questionnaire after audit task, the certification company can judge if their auditors are qualified in “Conscientiousness”, ”Openness to Experience”, ”Emotional Stability” and ” Extroversion” aspects. And even for a further understanding of the lack of which specific personality traits. Furthermore, this model can help easier to identify the needed personality traits when interviewing new auditors. Such a reference model can help improve the fair and efficiency of the certification tasks. Keywords: ISO 9000, personality traits, maturity 一、前言 （一）研究動機 稽核員在整個ISO9000品質管理系統的運作中扮演很重要的角色，作為一位稱職的稽核員，首要條件取決於對品質認證的公正性與個人對工作抱持的熱誠及興趣，而興趣中必然蘊含強烈的人格特