An Integrated Approach Combining ISO 9000 QMS and PZB Gap Model to Reach Customer Satisfaction Objective
结合ISO 9000品质管理系统与PZB缺口模式以达成顾客满意目标之整合方法

The aim of this study is to combine the designed structure of ISO 9001:2000 QMS and the analysis flow of PZB Gap Model. Related requirements of ISO 9001:2000 QMS were "build-in" into the five gaps of the PZB Gap Model, during 3 phases, for the achievement of service quality. In phase 1, to identify Gaps by using PZB Gap Model as an analysis tool; In phase 2, we fill Gaps by applying ISO 9001:2000 clauses requirements; In phase 3, action are taken to close or narrow Gaps by developing SOP which can be followed by employees in accordance with ISO requirements suggested in phase 2. The integrated model and 3-phase transformation could be utilized as an effective and efficient tool to achieve customer satisfaction objective. It can not only to help both the manufacturing and service industries to satisfy or exceed the ultimate customer needs, but also to improve the processes among enterprises' whole quality management system. To verify our suggested model, we helped a university's Extension Education Training Center in Taiwan to establish its ISO quality management system. A Quality Manual and some ISO procedures were assigned to improve related "Gap" which designed in accordance with our integrated model. From the help of such an ISO and PZB combined philosophy, not only its efficiency improved, the higher trainee satisfaction was also reached.