進口動植物及其產品檢疫服務品質改善之研究

Research on th Quality Improvement of animal and Plant Quarantine Services in Taiwan

葛卓崙(Cho-Lun Ko)

指導教授 ： 李弘暉

元智大學/管理學院/管理研究所/碩士(2002年)

摘要

為創造國家競爭力並提昇民眾對政府施政之滿意度，「政府再造」則成為二十一世紀各國政府所面臨最大的改造與變革課題，同時為因應此一情勢，各國政府無不積極地尋求新的管理哲學和工具，試圖以顧客至上、服務為先、品質第一、創新為要、激勵優先、授能與分權、以及彈性的組織設計等概念來改造公部門組織及其服務品質，倘若仍然抱持著固步自封、僵化官僚的施政型態，儼然不符全球趨勢與社會脈動，無可避免的將造成事倍功半的效率與四處而起的民怨，爰此，「如何改善我國動植物進口檢疫服務品質」來對應當前政府所推動的「政府再造與顧客導向」政策，則顯的相當迫切而且重要。
　　動植物進口檢疫業務攸關我國經貿發展與業者權益，尤其自我國加入WTO後，整體經貿活動已與世界各國接軌，農產品市場將進一步開放，預估進口動植物產品種類、數量均將擴大，檢疫機關的報驗發證作為必須跟上腳步，以活絡貿易活動，並為業者與民眾提供完善的通關服務，然報驗發證作為涉及制度規章、流程設計、員工管理、便民措施，且環環相扣，尤其是在改善服務品質與效率之同時，仍必須兼顧「有效把關」，於此背景，本研究思圖以比對分析其他各國檢疫作法，並借重顧客導向，全面品質管理等論據，彙整找出如何改善檢疫服務品質，並研擬出可行模式等。
　　本研究第一章係以研究動機出發，將針對業者與民眾對檢疫服務的期望與檢疫人員所表現出的服務意願，探討當前檢疫效率是否能夠符合雙方預期。第二章在探討我國與其他先進國家在進口檢疫作法並加以比較，尤其是分別從制度面，流程面與管理層面加以比對分析，抽絲剝繭，找出值得我國參考採用或借鏡之處。第三章從國內外就公共管理相關文獻所揭櫫的政府再造、顧客導向、流程設計與全面品質管理理念謀求明確的改善策略。第四章則承續第二、三章歸納出施行關鍵課題並實施問題討論等。
　　茲經研究發現，員工團隊的合作表現、顧客導向的流程設計與全方位的科技系統應用將是提昇檢疫服務品質的有效方法，同時經由本文第五章的重點論述而為本研究課題找到具體可行的改善脈絡與策略，亦為當前施政再造方案提供足資參考的典型例子。

關鍵字

動植物產品檢疫 ； 全面品質管理 ； 電子申報發證作業系統

並列摘要

In order to enhance national competitiveness and increase the public’s level of satisfaction with the government, “government re-engineering” has become a major issue for governments all over the world in the 21st century. In line with this trend, governments have been searching for new management philosophies and tools, trying to put the customer first, give priority to service, emphasize quality, stress innovation, be more proactive, implement the delegation of authority and decentralization, and make use of flexible organizational design, in order to re-construct government organizational structure and improve service quality. A hidebound, bureaucratic model of administration is no longer in conformity with global trends or with the pulse of society; it is bound to result in low efficiency and widespread complaints. Improving the quality of service of Taiwan’s animal and vegetable importation quarantine procedures should therefore be an important part of government re-engineering and putting the customer-first which the government is currently pursuing.
Animal and vegetable importation quarantine procedures are of greater importance for Taiwan’s economic development, and are also closely tied up with the interests of the companies concerned. Since Taiwan joined the WTO, efforts have been made to bring all economic activity into line with international practice. The agricultural products market is to be further opened up, and the quantity of animal and vegetable products being imported is expected to increase. The quarantine authorities’ procedures need to keep pace with these changes in order to stimulate economic activity and provide both companies and the general public with superior customs clearance service. However, the quarantine procedures involve government regulations, process design, employee management, and measures for making life more convenient for the public; all of these are closely tied up with one another. In particular, while improving service quality and efficiency the government has to ensure that quarantine is still sufficiently rigorous to achieve its purpose. This study aims to make use of comparative analysis, comparing Taiwan’s quarantine methods with those used in other countries, while making reference to the literature on customer-oriented operation, total quality management etc., in order to formulate feasible models by which quarantine service quality could be improved.
Chapter One describes the motivation for the research, examining the expectations of quarantine service held by companies and by the general public, along with quarantine personnel’s attitude to service, to consider whether the current level of quarantine efficiency is sufficient to meet both sides’ expectations. Chapter Two compares quarantine methods used in Taiwan with those used in other advanced nations from the point of view of systems, processes and management, to uncover areas where Taiwan could learn from other countries’ methods. Chapter Three examines the literature on public administration with respect to government re-engineering, customer-oriented operation, process design and total quality management in order to formulate a clear strategy for improvement. Chapter Four follows on from Chapters Two and Three by summarizing and discussing the various issues touched on.
The results of the research indicate that the most effective methods of improving quarantine service quality would include improving employee teamwork, implementing customer-oriented process design, and adopting total solutions in the area of technology systems. Chapter Five suggests concrete, feasible methods and strategies for improvement, as a reference for government re-engineering projects.

並列關鍵字

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