臺灣國民小學之顧客與過程導向的教育品質管理模式

The Educational Quality Management by Customer and Process Approaches for Primary Schools in Taiwan

教育的競爭促使各級學校，包括國民小學方面必須全力來滿足社會大眾和家長對教育的殷切企求，而教育品質管理乃是檢視學校在這方面的整體表現，可以有效改進辦學的績效，是以，國小教育的品質逐步受到各界的重視。本文根據教育品質管理的概念和理論，參考國際教育品質管理指南ISO/IWA2的要求，來建構一套適合於台灣國民小學且符合教育顧客與過程導向的品質管理系統；研究過程中，研究者結合國小教育品質管理實務及教育系統模式因素分析的方法，有效建構一個國民小學教育品質的管理模式，藉由問卷調查、焦點團體座談、系統試驗、系統符合性驗證、系統模式檢定等方法，來檢定該實驗系統之有效性與實用性。本文所發展的教育品質管理系統，係運用輸入、過程和輸出的概念模式。輸入部分為教育法令規定、教育顧客需求等；而過程則是教育品質管理系統，整個過程依功能別再區分為主作業、支援作業和管理作業，共計19個教育品質管理活動；而輸出部分則為教育顧客滿意。如此的教育品質管理系統，可以持續和改善品質，進而滿足教育顧客需求。根據實證的結果，證明所建構的國小教育品質管理系統，可以提升國小教育品質，突破教改瓶頸並為其他學校所採用。

The competition in education has forced all schools including primary schools to commit to satisfying the expectations from both of the society and parents. As a system on educational quality management could examine the overall performance in this aspect and improve the educational effectiveness， the educational quality in primary schools is getting more and more attentions from various interest parties.In this article， author employed both of quality principles in educational services and the international standard on educational quality management， ISO/IWA2， to construct an educational quality management system complying with the expectations from customers of primary education. In this research， authors first developed a management model for the educational quality in primary schools by integrating the practices of educational quality management with the factor analysis on educational management system in the primary school. Then， authors employed “questionnaires，” “focus group dispassion，” system testing as well as compliance audit to verify the effectiveness and applicability of the developed management system. The educational quality management system in this paper employed Input-Process-Output (IPO) model in which the regulatory and customers’ requirements. According to the result of this study， authors proved the proposed system model does help in upgrading educational quality， and could be widely adopted.