品質時代的來臨，消費者重視服務的品質，社會福利機構基於服務的責信，有必要實施一套品質管理系統於機構行政管理上。社會福利機構可考慮運用ISO9004--「品質管理與品質系統要向-指導綱要」於行政管理上建立一套有效的品質系統。本文說明社會福利機構實施ISO9004時，機構行政管理者的責任、ISO9004基本要項與運用、實施的階段，並說明機構推行ISO9004的好處與可能遇到的難題。 As quality of service is becoming more important to consumers today， the social welfare organizations are more committed to service accountability， and more interested in instilling a quality management system in their administration and management. One of approaches of quality management systems is the ISO9004 (Quality management and quality system elements--guidelines). This paper addresses to the responsibilities of administrators and managers， the ISO9004 items， implementing steps， and explains the strengths and difficulties of implementing the ISO9004 in the social welfare organization.
