警察機關推行全面品質管理關鍵成功因素之研究

Critical Success Factors on TQM Implementation in Police Organization

李招和(Chao-Ho Lee)

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

在企業全力追求卓越，以提高品質提升競爭力之同時，警察機關也已導入全面品質管理，期能建立其核心價值。本研究以台灣地區警察機關目前已實施全面品質管理之單位為研究對象，藉由專家問卷方式，篩選出適合警察機關有效推行全面品質管理之關鍵成功因素構面，並以「階層分析法」分析各因素之權重，進一步歸納出關鍵成功因素。結果顯示，關鍵因素依序為「員警積極提出改善品質建議」、「警政署設立推行全面品質管理專責單位」、「民眾重視警察對服務品質抱怨處理方式」、「建立品質績效獎懲制度」、「警察局長的參與程度與領導能力」、「品質方針（政策）的訂定與執行」、「員警全面品質管理教育訓練的落實程度」。

關鍵字

全面品質管理 ； 關鍵成功因素 ； 階層分析法

並列摘要

When it comes to the age of the 21 century, the innovation of the police administration is becoming a common concern topic of the public. At the same time, the business enterprise focus is on pursuing outstanding achievement, increasing quality, enhancing competition ability and pursuing profits.The police organization also follows to pursue an outstanding road ahead, and usher in the method of quality management, in order to enhance its service quality and establish its value of the core.
This research comes from two police bureau in Taiwan which have implemented the TQM project as its research object. The research has collected related TQM activity dimensions through the review of related literature as well as reference to the key of the TQM success factors that have been researched by academics. To select those key success factor dimensions of TQM which fit police organization implementation. It has synthesize the opinion of the experts and academics in key success factor dimentions: degree of paying attention to TQM by superior agencies,managent and authorization,education and training,the centrifugal force of the employee, the process of the operation and the management of quality, the reward and control of quality and the degree of paying attention to TQM by customers etc.
. We are sampling from choosing the main personnel （such as the commissioner,chief of the affair unit,activity coach etc.）who coach those organizations implementing TQM,and choosing some experts and academics from those participating promotion of the TQM project.When we receive the questionare,we first of all ,use the AHP analysis method to analyze the importance of variables,and examine their consistence rate.Finally,we synsisize the factors of key successes.After analyzing the result of those factors, we find that the order of the importance of variables in each dimension is as follow: 1. The staffs propose zealously to improve quality; 2. National Police Agency establishes a unit of promoting TQM; 3. Citizens value the ways of the police’s taking care of the complaints about service quality; 4. We should establish a system of rewards and penalties to perform work quality; 5. The participating degree and the leading ability of the chief should be cared about; 6. The quality policy should be constituted and implemented; 7. The education and training of TQM should be enforced actually.

並列關鍵字

Total Quality Management ； Critical Success Factor(key success Factor) ； Analytic Hierarchy Process

參考文獻

陳鏋聿（2004）。農會信用部合併關鍵成功因素之研究。臺中健康暨管理學院經營管理研究所碩士論文。

吳家宏（2005）。自來水公司發展多角化經營關鍵成功因素之研究。臺中健康暨管理學院經營管理研究所碩士論文。

郭佩雯（2004）。連鎖藥局關鍵成功因素探討。台灣大學公共衛生學院醫療機構管理研究所碩士論文 頁40-58。

Aaker, D. A. (1989). Managing Assets and Skills: The Key to a Sustainable Competitive Advantage. California Management Review, Winter, pp. 91-106.

Ahire, S.L., Golhar, D.Y., & Waller（1996） Development and Validation of TQM Implementation Constructs, Decision Sciences, 27(1).