공공부문에서 MB모형을 이용한 품질경영 인과모형의 구축에 관한 탐색적인 연구 : 자치행정부문을 중심으로 Focused on Autonomy Administration = A Empirical Study on the Development of Quality Management used MB Model in Public Sector

다국어 초록 (Multilingual Abstract)

In this paper, I investigate the impact of quality management activities on the public sector within the framework of Malcolm Baldrige (MB) national quality model. The Structural Equation Modeling approach has been employed to investigate the cross influences among the seven MB categories. This empirical study shows that a number of statistical hypotheses are significant. The Leadership category is the most important driver among the quality management activities. This, in turn, implies that the main source in quality management is to foster a solid quality oriented leadership system. Categories such as information Analysis, Strategic Planning, Human Resource Development and Management, and Process Management are significantly related to the Customer Satisfaction category. In addition, Leadership, Information Analysis, and Customer Satisfaction categories are significantly influential to Management Performance.