警察機關導入ISO 9001品質管理系統成效評估

An Evaluation Research of ISO 9001 Quality Management System as in National Police Administration

章光明(Kuang-Ming Chang) ； 黃啓賓(Chi-Ben Hwang)

《研考雙月刊》 32卷1期 (2008/02) Pp. 96-105

https://doi.org/10.6978/YKSYK.200802.0096

摘要

本研究(上標 （註1）)為警政署全面導入ISO 9001品質管理系統施政成效評估，運用研究方法有：問卷調查、焦點團體訪談、深入訪談及實地查訪等。
本研究可凝聚為10項：（一）導入品管邁向進步；（二）持續改善朝向顧客導向；（三）內控機制協助品管；（四）問題導向改善警察服務；（五）檢討工作程序簡化表單；（六）資訊透明改善警政效率；（七）建立紀錄系統累積經驗；（八）硬體改善增進民意滿意；（九）講求問題解決而非究責；（十）領導者承諾是成功要素。
因此，立即建議為：一、警政流程制度化與透明化；二、品管經費制度化；三、在職訓練灌輸品管觀念；四、貫徹「只獎勵，不懲處」精神；五、內、外稽核人員共同編組。中長期建議為：一、納品管於警察各項教育課程中；二、建立檢核表；三、將ISO轉化為警察品管系統。

關鍵字

國際標準組織 ； 全面品質管理 ； 政策評估

並列摘要

This research evaluated the effectiveness of ISO 9001 program conducted by National Police Administration, Taiwan. Surveys, focus group interviews, in-depth interviews and field study (on-site observation) were used to collect necessary data. Important findings are as follows:
1. The introduction of the quality management system is a symbol of improvement;
2. The improvement should be insisted by satisfying citizens' needs;
3. The quality management can be achieved by internal control;
4. Problem-oriented policing strategy can be used to enhance police services;
5. The SOP and related documentations should be routinely updated;
6. The efficiency can be enhanced by transparent information;
7. The experience can be accumulated by documentations;
8. People's satisfaction can be increased by improving equipments;
9. Encouraging good performances, instead of punishing poor ones;
10. The key element of success is leader's commitment.
Short-term suggestions include:
1. Posting related information of police SOP on web;
2. Formulating quality management program in budget system;
3. Designing quality management class in related training program;
4. Implementing the concept of motivation, not punishment;
5. Including trained ISO officers to continuously implement the program in county and city level.
Long-term suggestions are:
1. Including quality management class in future curriculum of Central Police University and Taiwan Police College;
2. Designing performance evaluation for all police activities;
3. Transforming ISO 9001 to be a quality management system in police agencies.

並列關鍵字

international organization of standardization ； ISO ； total quality management ； TQM ； policy evaluation