新加坡國家品質獎標竿組織參訪暨學習紀要

本文為本館同仁赴新加坡國家品質獎標竿組織學習的摘要報告，參訪對象包含新加坡國家圖書館、濱海藝術圖書館、烏節社區圖書館外，另包含新加坡警察部隊、新加坡麗嘉卡爾飯店、新加坡積體電路製造公司、新加坡航空公司等新加坡國家品質獎歷屆得獎單位。圖書館參訪過程中，除了瞭解新加坡圖書館的各項設備設施及創新服務外，並藉由實地參訪及與該館人員意見交流，可以更清楚瞭解新加坡國家圖書館追求卓越服務的經營過程、策略與成果，及如何善用及整合資訊科技以提升服務與滿足讀者之需求。國家品質獎標竿組織學習，亦藉由觀摩其品質管理措施及Know-how實務精髓，學習其品質管理及組織經營理念外，並帶回得以導入圖書館品質管理更為精進及組織經營績效更能提升的有效作為。囿於篇幅，本文從組織經營管理及全面品質管理觀點，簡要介紹新加坡國家圖書館、新加坡麗思卡爾頓飯店及新加坡航空公司之品質管理及組織經營的理念。

關鍵字

全面品質管理；標竿學習

並列摘要

This is a report of Taipei Public Library librarians' research on Benchmark Organizations of Singapore Quality Award, including Singapore Library Board, Library@ Esplanade, Library@Orchard and furthermore, Singapore Police Force, THE RITZCARLTON® Millennia Singapore, Systems on Silicon Manufacturing Co. Pte. Ltd. and Singapore Airlines which crowned Singapore Quality Award in events through the years. In additional to make a comprehensive understanding in all types of equipments, facilities and innovative services provided by Singapore National Library, we achieve further comprehension on the process of its management, strategies and achievements via on-the-spot visit and communication, opinions exchange with the librarians, and the methods the library adopt to handle and integrate information technology to promote its service quality and satisfy readers' needs.Not only we observe the quality administrative methods and know-how practical essences to learn the concepts of quality administration and organizational management of these benchmark organizations but also bring back effective concepts which can be applied to advance library quality administration and profit organizational administration.Limited by the pages, this report briefly introduces the ideations of quality administration and organizational administration of Singapore Library Board, THE RITZCARLTON® Millennia Singapore and Singapore Airlines from aspects of organizational administration and total quality management.

並列關鍵字

Total Quality Management ； Benchmark

參考文獻

National Library Board(2007).(National library Board Singapore Annual Report 06/07).

Google Scholar

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新加坡國家品質獎標竿組織參訪暨學習紀要

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