公部門提昇服務品質之成功運作模式 --以桃園縣為例

The Successful Operation Model to Promote Service Quality in Public Sectors – Take Taoyuan County for Instance

林震宇(Chen-Yu Lin)

指導教授 ： 湯玲郎

元智大學/管理學院/企業管理學系/碩士(2006年)

摘要

本研究應用全面品質管理的相關理論探討公部門提昇服務品質之成功運作模式，近年來對於政府單位提供的服務內容越來越受到民眾的重視，對於公部門提供的服務品質要求也越來越高，因此公部門藉由申請行政院服務品質獎以提昇服務品質水準等現象廣受各公家單位的重視，而政府也希望藉由推廣行政院服務品質獎以提高我國公部門的服務品質。然而如何有效提升服務品質？是否有哪些關鍵的因素會影響服務品質的成功呢？由以上所知，本研究將針對提昇服務品質之成功運作模式進行深入探討，因此本研究之研究目的有下幾點：

（一）首先討論全面品質管理之相關理論，另外參考外國服務品質獎之做法，對我國政府規劃全面提升服務品質方案的情形、為民服務措施之優缺點、以及在我國公部門實施之經驗有所了解。
（二）以桃園縣政府全面提升服務品質方案為例，探討其落實該方案時所遭遇到的困難或問題，並試圖從理論上及實務上尋求解決或改進之道。
（三）了解行政機關追求行政院服務品質獎的歷程，研究該獎項的內涵，參採國內外重要品質獎的作法，並建立公部門對於提昇服務品質的成功運作模式，以作為未來公部門在努力提昇服務品質時有一個好的標竿學習作用。

本研究在研究方法上採取個案訪談與問卷調查的方式，先利用質化研究個案單位在服務系統與服務品質的做法，然後利用問卷調查的量化方式研究各單位別對服務系統運作之看法以建構服務系統模式。從研究結果顯示在品質服務系統上以領導為運作模式之最重要構面，而單位的主管必須建立實施目標並確實執行才能達到提升服務品質之效果，此外，採用創新研發能帶給模式中進步的動能。本研究也發現，得獎單位在各項構面的表現都高於未得獎單位。

關鍵字

服務品質 ； 國家品質獎 ； 運作模式

並列摘要

This research applies the related theories to Total Quality Management (TQM) to investigate the successful operation model to promote service quality in public sectors. Recently, the general public pays more and more attention to the service content provided by the public sectors and requests higher and higher service quality. Consequently, it is common and is placed importance on by each public unit that the public sectors advance the service quality standard by applying for Service Quality Award of Executive Yuan, and the government hopes to popularize Service Quality Award of Executive Yuan to promote the service quality in public departments in our country as well. However, the problem is how to promote the service quality effectively? Are there any critical factors to affect the success of service quality? As a result, this study will probe into the successful operation model to promote service quality, and the research purposes go as follow:
(1)First, discuss the theories of Total Quality Management, and refer to the practices of the service quality awards in foreign countries and get to know the condition that the government plan to totally promote the service quality projects, the advantages and disadvantages in service measures for the public in our country and also the enforcing experiences in public segments in Taiwan.
(2)Take the project to promote the total service quality in Taoyuan County for example, plumb the difficulties and problems met while implementing the programs and attempt to seek the solutions or improvement methods empirically and theoretically.
(3)Catch on the process for the public authorities to pursue the Service Quality Award of Executive Yuan, comprehend the connotation in the award and consult the praxes of the significant quality awards in our country and in foreign countries. Then, establish a successful operation model to promote the service quality in public divisions as a benchmark for the public sectors in striving for promoting the service quality in the future.
The research methodologies in this research are cases study and questionnaire survey. I utilize the qualitative method to study the practices of the service systems and service quality in each unit in the cases study first and then employ the quantitative way of a questionnaire to analyze the opinions about service systems operation in individual organization in order to set up the service system model. The research results in the study indicate that “leadership” in the service quality system is the most essential dimension in the operation model. And the superiors in the divisions must set the goals for actualizing and authentically carry them out; the objective to promote the service quality can be achieved then. In addition, adopting the innovative research and development can bring the kinetic energy to make progress in the model. The research also finds out that the performances in every dimension of the units that won the awards are all better than those of the segments that didn’t.

並列關鍵字

Service Quality ； National Quality Prize ； Operation Model

參考文獻

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