應用六標準差管理提升公務機關為民服務品質之研究

企業型政府(government)想要追求的是高品質的服務，在民主社會的期許下，政府機關要能迅速、正確且有效地解決民眾的問題、達到便民的措施，要具備卓越的行動能量及執行能力，讓民眾不論在觀感與實際體驗上，能有所期待與信賴，因此，公務機關的品質管理與服務績效(service performance)，不僅受到各方的重視，也漸為各公務機關施政的重點。有鑑於此，行政院頒訂的「政府服務創新精進方案」中，針對第一線服務機關其為民服務的績效予以定期評核，藉全面品質管理(total quality management)的實施以「提升服務品質，深化服務績效」、「便捷服務程序，確保流程透明」、「探查民意趨勢、建立顧客關係」、「豐富服務資訊，促進網路溝通」及「創新服務方式，整合服務資源」，期許各機關在持續提升品質之堅實基礎上，追求更優質化、更友善之服務，型塑專業服務形象、高效率的便民政府。在考核項目中，包含3個評核構面，分別為：便民標準服務、資訊流通服務及創新加值服務。本文係運用六標準差(six sigma)管理之D-M-A-I-C專案改善程序(improve process)，針對公務機關之個案就便民標準服務構面之評核指標加以研究，找出關鍵、潛在的業務缺失、分析原因並加以量化，提出精進改善措施與驗證，作為改善服務流程之基礎，以提升日常洽公民眾滿意度(customer satisfaction)，供機關年度為民服務考核改善與評鑑之參考。。

關鍵字

六標準差； DMAIC ；服務品質；全面品質管理；顧客滿意度

並列摘要

The public sectors of government is becoming to emphasize the high quality service and improve the service performance with speed, correctness, convenience, excellent implementation, and the efficiency to solve the complaints and the issues from the customers. The service innovation project of the government is to regularly evaluate the service performance using total quality management in order to enhance service quality, provide the convenient and transparent service processes, establish customer relationship management, increase the service information using communication from the internet, and integrate service resource by service innovation. The three perspectives of service convenience, information service, and innovation value are measured. In this research, the evaluation indices of service convenience are studied by using the DMAIC approach of Six Sigma management. The critical factors of service processes in the case study are analyzed and the recommended improvement actions are also presented for the reference of the improvement of customer satisfaction in the government service.