部門全面提升服務品質之研究-以桃園縣政府為例

The Research on a Total Quality Enhancement of Service in the Public Sector-- A Case Study of Tao Yuan County Government

蔡美淑(Mei-Sue Tsai)

指導教授 ： 湯玲郎博士

元智大學/管理學院/管理研究所/碩士(2006年)

摘要

自八十六年行政院為突破各機關為民服務之觀念與作法，推動全面提昇服務品質方案並設立行政院服務品質獎，對臺灣公部門服務品質提昇影響頗大，因而本研究目的為研究全面服務品質提升之策略及得獎成功案例或未得獎案例之品質管理執行程度相關問題分析，藉以探討縣府效能提昇之競爭優勢及機會，建立品質提升模式，以供行政機關之參考。並透過深化內部顧客推動品質管理實際過程之執行程度了解，以回饋未來推動方向及執行過程，作為改進品質管理提升之策略方案及成效。
本研究係以桃園縣政府各單位暨所屬機關實施全面提昇服務品質之過程及成果為研究對象，問卷發放針對桃園縣政府各單位暨所屬機關，採分層級隨機抽樣原則，包括行政院服務品質獎或國家品質獎得獎及未得獎或未參獎之機關單位共計30個，共發放220份問卷，有效樣本數為206份，以樣本特性其對單位全面品質管理實施程度的認知之差異性、得獎與未得獎之機關單位在全面品質管理實施程度差異性及獲得為民服務工作績效獎的單位與未獲獎的單位在落實全面品質管理的程度等三項之差異性作探討比較，研究發現如下。
一、曾獲得國家品質獎或行政院服務品質獎的單位，其在全面品質管理實施程度的平均分數，皆比未曾獲獎的單位來的高。單位是否有得過品質獎對於全面品質管理的實施程度，在每一個構面下都是有顯著的差異。
二、本研究發現，在93年度獲得為民服務工作績效獎的單位，其落實全面品質管理實施程度的分數皆比未得獎的單位來得高。受訪者的任職單位是否為得為民服務獎對於國家品質獎八構面的實施程度，在「領導與服務理念」、「策略管理」、「研發與創新」、「顧客導向推展」等四個構面中有顯著的差異。

關鍵字

服務品質

並列摘要

The Administrative Yuan launched a program of total quality enhancement of service to improve the concept and method of providing service to the public at large from the governmental agencies and awarded “The Prize of Quality Service, Administrative Yuan”. It has brought a substantial impact to the quality of service provided by the pubic agencies in Taiwan. The report aims to investigate the strategy of total quality enhancement on service, the analysis on issues related to the implementation of quality management among the successful and unsuccessful cases, to explore the strength and the opportunity of county government to improve its service performance, and consequently set up a the model of quality enhancement, provide a reference to the other public agencies. Through a further understanding to the process of implementing a quality management for the internal clients to gather some information on the implementation direction and process as the feedback to this program for improving the quality management and achievement in the future.
The study focuses on the process and achievement of carrying out the total quality enhancement in the Tao Yuan County Government and all its subordinated agencies. A total of 220 questionnaires have been distributed to the target agencies, including the agencies received the Prize of Quality Service, Administrative Yuan or the National Quality Prize, by the principle of random sampling. The number of valid samples is 206. An analysis, according to the characteristics of samples, on the differences of overall recognition on the implementation of total quality management, the differences of implementation between the prize awarded and non-awarded agencies, and the differences of implementation among the agencies awarded and non-awarded of the public service prize has identified results as follow:
1..The average scores of evaluation on the total quality management for the winners of either national quality prize or the prize of quality service, Administrative Yuan are substantially higher than those not awarded. There is an evident difference toward the extension of implementation of total quality management in every aspect.
2.The research identified that the scores of total quality management implementation are much higher for the agencies won the prize of quality service in 2004 than those did not win the prize. The agencies of the interviewed staves whether won the national prize or not have a clear difference in their implementation of total quality management as the four aspects of “the concept of leadership and service”, “the strategy management”, “the R&D and innovation”, ”client-oriented implementation” are concerned.

並列關鍵字

Total Quality

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