말콤볼드리지 품질성과 지표의 BSC 적용가능성에 대한 실증연구

초록

The purpose of this Study tests structural relationships between BSC perspectives, using quality management index about Malcom Baldrige National Quality Award. Confirming the construct validity and reliability used factor analysis, data arranged to BSC perspectives by performing confirmatory factor analysis. And then, path analysis is accomplished by the data to know having structural relation like the BSC. The results of this study represents Malcom Baldrige National Quality Award index could consist of the four BSC perspectives that is the learning and growth, internal business process, customer, and financial. The result of the path analysis is following; the learning and growth directly has the most effect on the internal business process. Also, the internal business process directly or indirectly has an effect on the customer and business performance. Lastly, the customer significantly has an effect on business performance. This result supports a conclusion that MBNQA factors have the structural relationships like the BSC perspectives and the factors could be systematically improved by the activity of the firms.

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