地方政府教育處組織績效之研究：以平衡計分卡為架構

本研究旨在探討地方政府教育處組織績效之現況與提升績效實施策略、困境與配套措施。為達研究目的，本研究運用平衡計分卡之觀念，以問卷調查方式進行。研究對象以花蓮縣教育處及學校行政人員為母群體，採分層隨機抽樣方式進行。共計發出問卷312份、回收有效問卷267份，有效回收率85.57%。本研究結論如下：一、教育處組織績效屬於中高度表現，以「內部流程構面」最高，其次依序為「學習與成長構面」、「財務資源構面」與「顧客滿意構面」二、影響教育處組織績效主要是個人因素，特別是成員工作承諾及處長之領導與支持三、教育處提升組織績效之實施策略、困境與配套措施（一）實施策略：強化溝通協調建立革新共識、營造開放氣氛與塑造自由創新文化；（二）遭遇困境：缺乏足夠經費、成員工作負擔太大、缺乏人力資源及社會支持程度；（三）配套措施：增加人力減輕成員工作負擔、建立合宜的獎勵措施、寬列經費協助推展創新業務。

關鍵字

教育處；組織績效；平衡計分卡

並列摘要

This study aims to investigate the situation on organization performance, and the practice, difficulty and improvement measures of educational bureau in Hualien County government. In order to achieve the goal of the research, this study adopts the concept of the Balanced Scorecard and the method of questionnaire. 312 questionnaires sent to administration personnel from junior high and elementary schools in Hualien, 267 usable questionnaires were returned. questionnaire response rate was 85.57%. Based on the analyzed results of this survey, the research results are as follows: 1. The organization performance of educational bureau is moderate high. ＂Internal process dimension＂ has the highest score. ＂Employee learning dimension＂, ＂financial management＂, and ＂customer satisfactory dimension＂ is the next. 2. The mail influence factor of organization performance is personal factor, especially staff 'work commitment and chief' leadership and support. 3. The strategy, difficult and measure of organization performance in educational bureau: (1) strategy: reinforce coordination to form common consensus, build open and innovative culture. (2) difficult: lack of funds, employee's heavy workload, lack of human resources and social support. (3) measures: to recruit more employees to reduce the workload, to set up some proper incentives, to increase funds to support innovation business.