품질경영시스템의 척도개발에 관한 탐색적 연구: ISO9001:2015 개정판을 중심으로 (An Exploratory Study for the Scale Development of QMS : Focusing on the ISO9001:2015 revision)

서지정보

· 발행기관 : 대한경영학회
· 수록지 정보 : 대한경영학회지 / 30권 / 10호 / 1725 ~ 1753페이지
· 저자명 : 이철우, 윤상흠

초록

본 연구의 목적은 새로운 ISO9001:2015 개정판을 기반으로 미 국가품질상과 유럽 국가품질상 및 기타 ISO 경영체제, 그리고 기존의 ISO9001 2000/2008버전의 개별 항목과 과거 문헌들을 대상으로 초기 전체항목을생성하여 품질경영시스템(QMS)을 평가할 수 있는 척도를 개발하고자 하는 것이다. 기존 ISO 선행연구들은ISO기준 확정이후 사후 확인차원의 연구가 대다수였으나 본 연구는 사전 확인차원의 연구로 품질경영체제의새로운 패러다임을 반영하고 있는 2015개정판에 입각하여 기업에게 효율적인 품질경영시스템을 진단할 수있는 표준척도를 제시해 보고자하며, 이를 통해 기업이 새로운 시스템을 도입하고자 할 때 우선순위 선정과자가 진단하고 분석하기 위한 엑스레이와 같은 역할을 할 수 있는 도구를 개발하여 제공해 보고자 한다. 이러한연구목적을 달성하기 위해 전체 Pool을 대상으로 초기 항목생성과 측정문항간 Matrix를 개발하여 제시하고각 요건별 효과적이고 체계화된 척도개발(Scale development)을 위해 측정도구를 개발하는 전 과정에 지표를제시함과 동시에 현장의 전문가 목소리를 반영시키기 위한 정성적·정량적 연구방법을 활용하여 분석하였다.
분석과정은 첫째, 초기 항목생성을 위해서 2015개정판의 주요조항과 2000/2008버전, 기타 국내·외 국가품질상, 그리고 QMS 주요조항과 비교 분석하여 초기 Pool을 생성하였다. 둘째, 초기 생성된 평가항목을 정제하기위해 도구개발 프로세스를 제시하고 내용타당도와 문항난이도 분석 및 주성분 분석을 활용한 요인분석을실시하였다. 셋째, 평가자와 측정문항에 대한 타당도를 분석하기 위해 평가자간 동의수준 분석과 코헨카파지수를 통해서 재현성평가를 실시하였다. 끝으로 구조타당성을 분석하기 위해서 1단계에서는 확인적요인분석(CFA)을 통해 측정모형을 분석하고 2단계에서는 반영지표(Reflective indicator)를 토대로 1차요인과2차요인간 유의성을 검증하였다. 자료 분석에는 Cohen's Kappa 프로그램, SPSS 22.0버전, AMOS 18.0버전의통계프로그램을 활용하여 분석하였다. 그 결과 조직의 상황 4개항목, 리더십 4개항목, 기획 4개항목, 지원4개항목, 운영 4개항목, 성과평가 3개항목 및 개선의 3개항목을 개발하여 최종 26개 측정문항을 제시하였다.

영어초록

The purpose of this study is to develop a criteria to evaluate Quality Management System (QMS) by generating initial overall items, targeting other ISO management system, such as, U.S.
Malcolm Baldrige National Quality Improvement, European Foundation for Quality Management based on a new ISO9001:2015 revised version, and targeting individual items of existing ISO9001 2000/2008 version and past literatures. And this study intends to suggest a standard that can diagnose effective and efficient Quality Management System to companies based on a revision, which reflects a new paradigm of Quality Management System, as existing advanced ISO studies were mostly the research in level of post confirmation after ISO Standard confirmation, and through this the purpose is to develop and provide a tool that can play a role of X-ray required to self-diagnose and analyze selection of priority when a company introduces a new system and where there is a problem. In order to accomplish this research purpose, this study developed Matrix for initial item creation and measurement items for all Pools, and suggest a procedure to develop measurement tools for effective Scale development in each condition, and also analyzed by adding and using the qualitative and quantitative research methods in order to reflect the experts' voices in the field. First, for creation of initial items, this study examined advanced studies judged to have great relevance to other domestic and overseas national quality awards and main items of QMS including main provisions of 2015 revision and QMS 2000/2008 version, main items of EFQM and MB. Second, this study suggested a scale tool development process in order to refine deducted evaluation items, and analyzed contents validity, questions difficulty level, and executed Factor analysis. Third, in order to analyze validity of appraiser and measuring questions this study executed reproducibility analysis through agreement level analysis and Cohen‘s Kappa index among appraiser. Fourth, in order to reflect voices on scenes this study executed case studies by using expert group. Lastly, at 1st stage for analysis of Structural validity this study analyzed a measuring model through Confirmatory Factor Analysis, and at 2nd stage executed significance test between 1st factors and 2nd factors based on reflected index model. For analysis of data this study used Cohen‘s Kappa statistical program AMOS18.0, SPSS22.0. The verification of Structural validity is First, based on the 2015 revised edition, other national systems, previous researches, literatures, and as for the number of items that are initially generated were the total of 405 items. Second, the item difficulty(P) and the Contents Validity Index(CVI) were analyzed based on the number of items initially generated, and the number of items satisfying the item difficulty(P) and the Contents Validity Index was reduced to 89. Third, Factor loadings represent the degree of correlation between each variable and factor, and this study checked that it is being grouped with seven factors as a result of analyzing the varimax rotation. As a result the number of items measured was reduced to 46. Fourth, Structural validity analysis was analyzed through the alignment process with six processes and as a result the number of items measured was reduced to 36. Finally, this study conducted in-depth interviews for case studies. This study deleted the 10 questions of the inappropriate items raised with opposing opinions by examining the status of respondents by latent variable and the holding rate for the inadequate or proper items. As a result, this study suggested final 26 questions after developing 4 questions of Contexts of the Organizational, 4 questions of Leadership, 4 questions of Planning, 4 questions of Support, 4 questions of Operation, 3 questions of Performance evaluation and 3 questions of Improvement.

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