警察機關推行全面品質管理績效影響因素之研究

The Factors Affecting the Performance of Total Quality Management Implementation in Police Organization

許峻連(Chun-Lien Hsu)

指導教授 ： 蔡碩倉 博士

亞洲大學/管理學院/經營管理研究所/碩士(2006年)

摘要

警政工作是政府公共行政部門的一環，基於社會時代的快速變遷，民眾要求警察所扮演的角色不僅是保障生命財產的安全而已，更期盼警察機關能夠提供更便捷有效的服務。全面品質管理（TQM）於1980年中期以來，全球所盛行，是以品質為核心的全面管理，追求全面性的卓越績效，提升組織的競爭力。全面品質管理常為一般企業所採行的品管策略，公務機關不多，而警察機關推動者更少，國內推動單位如花蓮港務警察局、台東縣警察局，引進企業經營的理念，強調服務的觀念，以顧客為導向，持續改進服務品質，提升行政效能，成效良好。
本研究以花蓮港務警察局、台東縣警察局為研究對象，採用平衡計分卡財務、顧客、內部流程、學習與成長等四個構面觀點，旨在探討警察機關推行全面品質管理績效影響因素。經由警察機關推行全面品質管理背景分析、全面品質管理及平衡計分卡相關文獻，彙整有關警察機關推行全面品質管理績效衡量指標，藉由迴歸分析方法，分析警察機關推行全面品質管理績效評估指標，並運用變異數分析方法（ANOVA），了解人口統計變項對績效衡量指標認知之差異。
研究結果發現：
（一）實施全面品質管理成功的六項主要影響因素依序為1.同仁對單位的向心力（學習與成長構面）。2.對內外機關的協調能力（內部流程構面）。3.同仁執勤態度（顧客構面）。4.公文處理時效（內部流程構面）。5.警勤區經營效能（顧客構面）。6.上級補助款項之多寡（財務構面）。六項顯著影響因素平均分佈於平衡計分卡四個構面中。
（二）人口統計變項中性別、學歷、職務、品管角色、工作屬性等五項，對全面品質管理實施整體成效及平衡計分卡四個構面績效認知無顯著差異，而年齡及服務年資等二項對整體成效或個別績效認知有顯著差異，且以年齡或服務年資較大對績效認知高於年齡或服務年資較小者。
（三）受訪者在全面品質管理整體績效或平衡計分卡四個構面之績效認知上，平均值均高於3.5，顯示受訪者對實施全面品質管理制度成效持肯定態度。

關鍵字

警察機關 ； 全面品質管理 ； 績效 ； 平衡計分卡

並列摘要

Police policy is a part of the public administrative department of the government. Because of the fast change of society, the role that the people require the police to be, not only ensures the security of lives and properties, but also offers a more convenient and more effective service. Since the middle period of the 1980’s, the TQM prevailed over the whole world. The core of the TQM is the total management of quality, the pursuit of a comprehensive and remarkable performance, and the improvement of competitiveness of the organization. The TQM is the tactic which is adopted by general enterprises. However, there are few public affairs departments which adopt it and fewer police departments. Police departments which carry out the TQM policy, such as Hualien Harbor Police Office and Taitung County Police Bureau, gain a great effect.They adopt some ways to improve the quality of service and promote the administrative efficiency by introducing the idea of enterprise management, emphasis on service, and customer-based needs.
The study regards Hualien Harbor Police Office and Taitung County Police Bureau as the research objects, and adopts four viewpoints about financial affairs, customers, internal procedures and learning and growth of a balanced scorecard to probe into the factors affecting the performance of the TQM in police organization. Through the analysis of the background of carrying out TQM in police organization and the relevant documents of TQM and a balanced scorecard, the study compiles the performance measurement indicators of the TQM in police organization. The study analyzes the performance evaluation indicators of the TQM in police organization by using the Regression Analysis Method. Besides, it uses the ANOVA to find out the cognitive divergence which police staff backgrounds affect performance measurement indicators.
Results from analysis of the study are summarized as follows:
1.There are six successful main factors to implement the TQM：
（1）The colleagues’ identification with the organization (learning and growth viewpoint).
（2）Coordination ability to the internal and external organization (internal procedures viewpoint).
（3）The colleagues’ attitude on duty (customers viewpoint).
（4）The prescription of dealing with official documents (internal procedures viewpoint).
（5）The working efficiency of police beats (customers viewpoint).
（6）The number of the subvention (financial affairs viewpoint).Six remarked factors distribute equally over four viewpoints of a balanced scorecard
2. There are not obvious differences between the five items of sex, academic background, post, the role in carrying out the TQM and working attribute, and the whole effects of implementing the TQM and the cognition about the four viewpoints of a balanced scorecard. And there are conspicuous differences between the two items of ages and seniority of working experience and the whole effects of implementing the TQM and the cognition about the four viewpoints of a balanced scorecard. Besides, those who are elder or have more working experience are more cognitive of performance than those who are younger or have less working experience.
3. An average is higher than 3.5 about the interviewees’ cognition of the whole effects of implementing the TQM and the four viewpoints of a balanced scorecard. It shows that the interviewees hold a definite attitude in the effect of implementing the TQM system.

並列關鍵字

Police ； Organization ； Performance ； Balanced Scorecard

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