政府機關顧客導向服務系統設計與管理之研究

A Comprehensive Study of Customer-Oriented Service System Design and Management in the Public Sector

于長禧(Chang-Hsi Yu)

指導教授 ： 陳啟光

元智大學/工程學院/工業工程與管理學系/博士(2005年)

摘要

本研究之目的在於應用全面品質管理（Total Quality Management, TQM）探討政府機關之顧客導向服務系統設計與管理。有鑑於我國近年來在世界各國競爭力的評比雖然屢有提升，但是在政府管理方面卻日益退步，加上世界各國為有效回應日益增加的民眾需求，增強國家競爭力，許多公共服務紛紛採用全面品質管理的哲學與實務來提升公共服務之品質與績效，而落實「顧客導向」的服務理念一直是TQM執行成功的核心要素之一。儘管顧客導向在實務界已施行多年，但是相關研究仍然相當之欠缺。此外，大部分仍著重在私人企業顧客導向之研究，缺乏以系統化的觀點探討有關政府機關如何滿足日增的民眾需求，與政府提供顧客導向服務時所面臨的挑戰，以及顧客導向在政府機關適用性的爭議問題。本研究認為與其從產業界直接借用「顧客導向」的概念與系統，爭議公私部門適用性的問題，不如直接針對政府機關，探討其「顧客導向服務」的內涵與做法，進而建構一套適用於公部門之顧客導向服務系統。因此，本研究針對政府機關顧客導向服務系統設計與管理，進行三階段系統化與科學化之研究。相關研究發現的意涵在本文中有進一步之討論。

關鍵字

全面品質管理 ； 顧客導向 ； 服務系統 ； 公共管理 ； 服務品質

並列摘要

This study intends to present a comprehensive study of customer-oriented service activities in the public sector. In response to the increasing demands of customers in rapid change environment, many public agencies turn to specific approaches practiced in the private sector to enhance service quality and performance. Customer orientation is one of the most important components of total quality management (TQM). Although TQM has been popular in manufacturing industry since 1980, the suitability of using it in the public sector has been debated for years. The present author argued that instead of borrowing its concepts and system directly from manufacturing industry, it is necessary to investigate what and how the customer-oriented service are performed in the public sector. The present study therefore presents a comprehensive study, which is a three-part study of customer-oriented service activities in the public sector. The implications of these findings are discussed in the study.

並列關鍵字

total quality management ； customer orientation ； service system ； public management ； service quality

參考文獻

Chao, M. J. (2003), “The Analysis for Service Quality Improvement of The Executive Yuan”, Research Development and Evaluation, 27(3), pp. 88-100.

Jiang, B. C. and Chen, C. K. (2002), “A Study of Customer-Oriented Service Culture – Concepts and Approaches”, Research Development and Evaluation, 26(5), pp. 93-101.

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Barzelay, M. (1992), Breaking Through Bureaucracy: A New Vision for Managing in Government, Berkeley: University of California.