公部門組織導入全品質管理系統因素之研究

The Empirical Study on the Determinants of Total Quality Management System in Public Sector Organization

馮佩君(Feng,Pei-Chun) ； 林國均(Lin,Kuo-Chun)

《中央警察大學警察行政管理學報》 15期 (2019/05) Pp. 85-102

摘要

企業常利用全品質管理（Total Quality Management: TQM）進行工作再造，著重的焦點包括以客為尊、內外合作、持續改進、領導力及人員執行的精進、學習與流程管理等構面，透過各種管理方式及策略，全面對於組織中的各項流程進行品質管理，提高顧客之滿意 及組織管理績效，使組織得以永續經營。新公共管理學的核心之一「企業型政府」（Entrepreneurial Government）是近年來我國政府推動組織改造的目標之一，各公部門陸續導入全品質管理制度進行組織變革，以強化服務品質，改善組織績效。本研究的目的在探討公部門實施全品質管理的現況，並研究管理者的認知與組織文化，是否會對全品質管理制度的施行造成影響。本研究將公司文化構面依Wallach（1983）的Organizational Culture Index（OCI）分為官僚型文化、支持型文化、及創新型文化三類。本研究並採用Norton & Kaplan（1992）提出的平衡計分卡觀念，進行財務、顧客、內部流程與學習成長四大構面的評析，探討是否對於全品質管理制度的施行具影響力。本研究採用之抽樣架構是以中央政府機關、中央營利事業機關、地方政府機關及地方營利事業機關為四大類進行分層抽樣以實證各級政府單位中已實施、規劃實施、及尚未實施全品質管理制度之公部門，探討對於全品質管理制度施行的影響因素；希冀藉由本研究來了解公部門對全品質管理制度推行的動因與現況。

關鍵字

全品質管理 ； 組織文化 ； 平衡計分卡

並列摘要

The industry usually reconstructs its organization by employing Total Quality Management (TQM) to improve industrial qualities of customer service, inter-external cooperation, and long-term development, and leadership, personnel working efficiency, learning and process management. It is expected to construct a lasting organization by improving customer satisfaction and organizational management performance through various management styles and strategies. Entrepreneurial government is one of the cores for public management and one of the targets for the government to facilitate reorganization. Every public sector has gradually employs TQM to reform their organizations, strengthen service quality, and improve organizational performance. The end of this study is to explore the current performance of TQM implementation, manager awareness and organizational culture, and the potential influence to TQM system implementation. This research has categorizes corporate culture into bureaucratic culture, supportive culture, and innovative culture based on Organizational Culture Index (OCI) that developed by Wallach (1983). This study also borrows the concept of the Balanced-Score Card that developed by Norton and Kaplan (1992) to analyze the influence of the four factors that comprises finance, customer, and internal flows and learning growth to TQM system implementation. The sampling structures that the study adopts including central government institutions, central profit business institutions, local government institutions, and local profit business institutions and this study employs stratified sampling to the public sectors that has been implemented, plan to implement, and not implement TQM system for empirically identifying the influential factors to implement TQM system.

並列關鍵字

Total Quality Management ； Organizational Culture ； The Balanced-Score Card