績效評估理論與實務：新竹市政府個案研究

The Theories and Practice of Performance Appraisal: HsinChu Municipal Government Case Study

黃國敏(Edward K. Hwang)

《中華人文社會學報》 1期 (2004/09) Pp. 56-82

摘要

績效評估是全面品質管理的核心要素，必須蒐集、分析服務產出與結果的資料。行政機關過去最為人所詬病的是只重「投入」而忽略「產出」。政府再造的目標既然是要建立具有企業精神的政府，就不能再以投入來評估行政單位的績效，而必須以產出來衡量其績效。本研究目的即在探討績效評估的相關理論，並以新竹市政府具體業務產出來考核行政績效。新竹市政府若欲推動行政革新，落實政府再造運動，必須有一套「誘因機制」，而最重要的誘因機制就是以「績效評估」來檢驗新竹市政府的整體行政績效。統計資料顯示新竹市政府在88年至90年間，不論是客觀的業務績效指標總分，或是主觀的施政滿意度得分，兩者都同步走低，行政績效自然也呈現逐年下降的趨勢。

關鍵字

績效評估 ； 績效指標 ； 新竹市政府

並列摘要

The core element of TQM performance appraisal is to collect and analyze the service outputs. The main criticism of governments is focusing only on ”inputs” but ignoring ”outputs.” Since the goal of governmental re-engineering is to construct new governments with an entrepreneurial spirit, administrative outputs rather than inputs must be assessed as the appraisal model for governmental performance. Therefore, the objective of this paper is to examine theories of performance assessment and to assess the administrative performance of HsinChu Municipal Government in its service outputs as a case study. HsinChu Municipal Government must adopt a ”performance assessment” as an incentive to executive administrative reform. The statistical data show the objective performance score levels down as well as the subjective administrative satisfaction scores from 1999 to 2001; therefore the integrated administrative performance declines year by year.

並列關鍵字

performance appraisal assessment ； performance indicator ； HsinChu Municipal Government