行政院推動提升服務品質現況之研析

The Analysis for Service Quality Improvement of the Executive Yuan

趙美珍(Mei-Jen Chao)

《研考雙月刊》 27卷3期 (2003/06) Pp. 88-100

https://doi.org/10.6978/YKSYK.200306.0088

摘要

一九八○年代興起有關公共管理風潮之行政改革的理論，讓各國主政者在面臨施政績效不彰及人民期待落差等施政困境時，尋得解決途徑之一。而我國政府為提升為民服務品質，引進全面品質管理理論，訂頒布全面提升服務方案，設立行政院服務品質獎，獎勵推動績效卓著機關，以期帶動政府全體服務品質的提升。本文欲探討該方案及服務品質獎推動4年多以來，執行的效益及問題，提出研究建議，以供實務參採。

關鍵字

行政機關 ； 全面品質管理 ； 為民服務 ； 績效

並列摘要

The theory of public reform management in 1980s helps the government to get rid of the poor performance and disappointment by his people. For the reason of improving the performance of public works, the Research, Development and Evaluation Commission (RDEC) adopted TQM methods, formulated a Comprehensive Improvement of Service Quality (CISQ) proposal, and created the Service Quality Awards of the Executive Yuan of which the competition among agencies are expected to raise the quality of SIP. This article is going to analyze the performance as well as the problems of the CISQ and the Service Quality Awards of the Executive Yuan, and further give the practical suggestions.

並列關鍵字

administrative agencies ； Total Quality Management ； public service ； performance