健保局中區分局推行TQM之案例分析 —以國品獎為架構

The Case Study of TQM Implementation of the Central Bureau of National Health Insurance– Based on the Framework of National Quality Award

陳雅芳(Ya-Fang Chen)

指導教授 ： 楊錦洲

中原大學/工學院/工業工程研究所/碩士(2002年)

https://doi.org/10.6840/cycu200200333

摘要

由於管理思潮的演進以及品質意識的覺醒，民眾對於政府的要求已不僅止於具有高效能，更希望政府提供的全面性和高品質的服務。民眾不僅是單純的接受政府所提供的服務，更進一步要求政府提供其所需要或期望的服務。我國在近幾年來由於全面品質管理(Total Quality Management, TQM)在企業機構實施的成果卓越，因此也吸引了政府部門的高度注意。為了符合民眾服務品質提昇的需求，漸漸地有許多政府機關都開始試行TQM。然而政府機關所具有的各項行政管理與為民服務之特性，均與普遍應用全面品質管理的民間企業組織有所不同。因此政府機關在推行全面品質管理之時，必須更審慎地檢視本身所擁有的特性及其應用時所可能產生的限制與困難。
由於國家品質獎以全面品質管理(TQM)為其核心與架構，因此國家品質獎可說是在全面品質管理的基礎下產生的競賽。我國國家品質獎評審的重點不只放在產品和服務的品質，還更進一步包含管理及經營的品質，可以做為衡量或標竿學習的依據。政府部門不但可藉由國家品質獎的評審項目，作為推動TQM的明確評估指標，更可以用來檢視其為民服務之績效與滿意度、行政革新與效率提昇之成果、在社會上所獲得之肯定，以及對國家、社會之貢獻，可見國品獎對於政府部門推行全面品質管理實有莫大的助益。
本研究利用顧客需求與顧客滿意度調查，由外部顧客來診斷中央健保局中區分局之服務品質，因此分別針對醫療院所及一般民眾設計了二份問卷。問卷之結構可分為三大類：第一部分為重要度調查，第二部分為滿意度調查，第三部份則為基本資料之調查。研究結果發現：(1)本研究對醫療院所與一般民眾之重要度與滿意度調查具有信、效度。(2)醫療院所及一般民眾最不滿意的構面，皆是其認為最需要改善的地方。(3)經由對品質屬性的評估，醫療院所及一般民眾認為最需要改善的地方，與其最應改善的地方相同。(4)相對於各構面之重要度，提昇各構面之滿意度對綜合滿意度之提昇最有幫助。這些研究結果並回饋給中區分局，作為其改善外部顧客滿意度及服務品質績效的參考。

關鍵字

國家品質獎 ； 全面品質管理(TQM) ； 顧客需求及顧客滿意度調查

並列摘要

Due to the evolution of the management ideology and the awareness of quality –conscious by the public, their demands to the government is not solely for high efficiency, but also wish the government offering the comprehensive and high quality service. The public not only merely accepts the service offering by government, they further request the government offering the service they needed or expected. Total quality management (TQM) attracts the highly attention of the government in virtue of the outstanding achievements of the enterprise recent years. In order to conform to the public needs for raising the service quality, gradually many public sectors begin to tryout TQM. However, each attribute of administrative management and public serving of the public sectors is different with the enterprise organization generally applying total quality management. Thus, the public sectors should view their attributes and the limitations and difficulties for applying more careful when implementing total quality management.
The National Quality Award can be regarded as the competition based on the total quality management as a result of the core and framework of the National Quality Award is the total quality management (TQM). The National Quality Award of the R.O.C. can be used as the basis of the measurements or the learning pattern, since it is not only focusing on the product and service quality, it further involving the managing and conducting quality. The public sectors can make use of the assessment items as the clear and definite assessment indexes for TQM implementing. They also can make use of them for examining the accomplishments and the satisfaction of the public serving, the achievements of the administration renovating and the efficiency raising, the affirmation acquired from society, and the contributions to the country and society. It is thus clear that the National Quality Award can make a substantial help for the public sectors implementing total quality management.
This research used a survey of customer requirement and customer satisfaction to assess and audit the service quality of the Central Bureau of National Health Insurance by external customers. Two questionnaires were designed, and each of the questionnaires was designed for the medical station and the public. The composition of the questionnaire can be classified to three parts. The first part of the questionnaire is the survey of the importance, and the second part is the survey of the satisfaction. The third part of the questionnaire is the survey of their fundamental data. The result of this research showed that: (1) Reliability and validity of the survey of the medical station and the public was high. (2) The most dissatisfied components of the questionnaire for the medical station and the public is also the most demanded parts to be improved. (3) According to the quality attributes assessments, the medical station and the public consider that the most demanded parts to be improved were the same with those should be improved. (4) Compare to the importance of each component of the questionnaire, raising the satisfaction of each component is most helpful to the synthetic satisfaction. These results were feedback to the Central Bureau as the reference resources to improve the satisfaction of the external customers and the accomplishments of the service quality.

並列關鍵字

Total Quality Management (TQM) ； National Quality Award ； a survey of customer requirement and customer sa

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