政大機構典藏-National Chengchi University Institutional Repository(NCCUR):Item 140.119/34779

政大典藏 > College of Social Science > Master for Eminent Public Administrators > Theses > Item 140.119/34779

Please use this identifier to cite or link to this item: https://nccur.lib.nccu.edu.tw/handle/140.119/34779

Title:	全面品質管理應用於提升區公所服務品質之研究：以基隆市為例 Research on the Total Quality Management applied to Service Quality: A Case Study of Keelung Local Government
Authors:	吳靜宜
Contributors:	孫本初吳靜宜
Keywords:	全面品質管理學習型組織滿意度分析
Date:	2002
Issue Date:	2009-09-19 15:13:30 (UTC+8)
Abstract:	全面品質管理（Total Quality Management,簡稱TQM）是晚近重要的管理觀念和技術之一，在美國不僅相當普遍，在公部門亦加以採行且具有實施成效。我國行政院將「行政革新方案」加強為民服務部份，注入企業界普遍採行的全面品質管理，研定「全面提升服務品質方案」，於八十六年一月一日頒佈全國為民服務之機關執行。因此，本論文擬藉由對TQM之研究，檢視其在基隆市區公所應用之情形如何？並經由實證分析，測知區公所員工對實施TQM助益性、滿意度之認知情形，以及民眾對TQM應用於提升區政服務品質之滿意度，期能結合理論與實務，以作為基隆市區公所持續改善服務品質之參考，並提出以下之建議：一、強調及運用全面品質管理理念，高層領導人員必須支持，以及加強員工教育訓練二、定期實施民眾對區公所服務品質滿意度之調查三、有效建立學習型組織四、加強改善區公所硬體設施五、擴大民眾參與公共服務行列六、加強授能與團隊合作之建立。本文共計五章，章節安排與內容簡述如下：第一章緒論。包括研究動機與目的，研究方法與架構，研究流程，研究範圍與限制。第二章 TQM相關文獻探討。包括TQM之發展歷程、定義、特徵、思考模式、執行模式等加以探討。第三章對於基隆市區公所為民服務之實施概況，提升服務品質之各項措施及相關作法加以說明。第四章以基隆市七區區公所之員工及洽公民眾為研究對象，測知員工對實施TQM之助益性、滿意度之看法，及民眾對區公所服務品質之滿意度，應用次數分配（freqencies）、t考驗（t-test）、單因子變異數分析（One Way ANOVA）及以最小顯著差異法（Least Significant Difference,LSD）進行事後檢定（Post Hoc）。第五章結論與建議。包括實證研究發現，並針對研究發現提出建議，以作為提升區政服務品質之參考。 Summary Total Quality Management (TQM) is one of the most important management concepts and techniques recently. It is not only widespread in USA, public agencies also adopt it with good effect being reached. The Executive Yuan of our country has drafted “total improvement of service quality scheme” by strengthening the part of serving people in its “administration renovation scheme”, and then adding into the generously implemented TQM in business circle, and proclaimed on Jan. 1, 1997 that all agencies servicing people started to carry it out. Therefore, this thesis plans to study TQM and examine its application in Keelung City Public Office. Through analysis of real cases, the perception of the Public Office staff on the benefits and satisfaction about TQM application was found out, and also the public’s satisfaction about the improvement on administrational service quality through the application of TQM. It is expected that theories and practices can be combined to be used as the reference for continuous improvements on service quality by Keelung City Public Office, with the following recommendations: 1. Stressing and implementing the concept of TQM, senior leadership must support and training on staff should be strengthened. 2. Carrying out surveys on the public’s satisfaction about the service quality of the Public Office. 3. Effectively establishing learn-type organization. 4. Strengthening the improvement on hardware facilities of the Public Office. 5. Expanding the public’s participation in public services. 6. Strengthening empowerment and the establishment of teamwork. There are altogether 5 chapters, and the arrangement and content of each chapter is as follows: Chapter 1 Introduction. It covers research motive and purpose, research methods and framework, research process, research range and restrictions. Chapter 2 Review on TQM related literature. It discuses the development history of TQM, its definition, characteristics, thinking mode, execution mode . Chapter 3 It explains the implementation situation of public services provided by Keelung City Public Office, and also its measures and methods for improving service quality. Chapter 4 With the staff of 7 Public Offices of Keelung City and common people who come to receive the service, the staff’s views about the benefits and satisfaction of implementing TQM are received, so is the common people’s satisfaction with the service quality of the Public Office. Frequencies, t-test, One Way ANOVA, and Least Significant Difference (LSD) are used to analyze the results. Chapter 5 Conclusions and recommendations. It gives research findings based on real case study, and also provide recommendations based on research findings, to be used as the reference for improving service quality of the Public Office in Keeling City Government.
Reference:	壹、中文部份一、書籍王宗柄，民83年。金融服務品管圈服務活動實務，台北：財團法人金　　　　　融人員研究訓練中心。石川馨著，鍾朝嵩譯。民71年。日本式品質管制，中壢：先鋒企業管　　　　理發展中心。江岷欽，民88年。公共管理論文精選：政府再造與顧客導向的服務理　　　　念，台北：元照出版公司。吳鄭重譯，裘蘭著。民83年，裘蘭品質領導手冊。台北：中國生產　　　　力中心。林公孚，民81年。追求卓越的品質，台北：中華民國品質管制學會。孫本初，民90年。公共管理，第三版，台北：智勝文化出版公司。徐世輝，民88年。品質管理，台北：華泰文化出版公司。張潤書，民87年。行政學，台北：三民書局。陳怡芬譯，Crosby，Philip B.原著。民73年，不流淚的品管，台北：　　　　天下文化出版公司。劉毓玲譯，Osbome,D. & Gaebler,T.原著。民81年，新政府運動，臺北：　　　　天下文化公司。戴久永，民81年。品管七大手法，桃園：科建管理顧問公司。顏斯華譯，Crosby,P. B.原著。民80年，品質免費，臺北：中國生產力　　　　中心二、論文林長宏，行政機關採用全面品質管理之研究，國立政治大學公共行政　　　　研究所碩士論文，民八十四年六月。金玉珍，洽公民眾對台北市區公所服務品質看法之研究，國立政治大　　　　學公共行政研究所碩士論文，民八十八年。黃麗美，我國公共職業訓練機構應用於全面品質管理之實證研究，國　　　　立政治大學公共行政研究所，民八十六年。梁景法，臺北市區公所服務品質向上提昇之研究─全面品質管理的觀　　　　點，文化大學政治學研究所，民九十年。張瀞月，我國行政機關實施全面品質管理策略之研究，文化大學政治　　　　學研究所，民八十八年。趙美珍，我國行政機關提升為民服務品質作法之研究—以服務品質獎　　　　頒發為例，國立政治大學公共行政研究所，民九十一年。劉書寧，日本式管理哲學之研究，國立政治大學公共行政研究所，民　　　　八十三年。賴俊達，TQM應用於我國現階段戶政革新之實證研究─以臺北縣為　　　　　　　　　　　　　　　　　　　　　　　例，文化大學政治研究所，民八十七年。三、期刊呂育誠，民84年〝組織能力的再提升－全面品質管理(TQM)：兼論行　　　　政機關運用之可行性〞，中國行政，第58期。江岷欽，民84年〝全方位品質管理與公共組織〞，研考雙月刊，第19　　　　　　卷第2期，頁16-30。李傳政，民84年4月，〝由全面品質管理經營看行政革新〞，研考雙月　　　　刊，第19卷第2期，頁66-72。孫本初，民84年，〝美國聯邦政府全面品質管理評審標準之概述〞，　　　　研考雙月刊，第19卷第2期，頁45-56。陳金貴，民83年，〝全面品質管理在公共部門的運用〞，第一屆公共　　　　行政與政策學術研討會。葉炳煌，民84年，〝行政管理的新途徑—全機關品管〞，中國行政，　　　　第58期。楊錦洲，民83年〝品質就是顧客滿意〞，管理雜誌，第246期。劉漢容，民84年，〝全方位品質管理之我見〞，品質管制月刊，第　　　　31卷9期，頁22-24。四、政府出版品行政院研究發展考核委員會編印民85年全面提升服務品質方案。民89年八十九年度行政院服務品質獎評獎紀實，行政院研考會網站，http://www.rdec.gov.tw/govpakt/show.asp?id=d58。民90年九十年度行政院服務品質獎評獎紀實，行政院研考會網站，http://www.redc.gov.tw/govpakt/show.asp?id=d198。民91年九十一年度行政院服務品質獎實施計劃，行政院研考會網站，http:// ww.redc.gov.tw/govpakt/show.asp?id=d207。貳、英文部份 Bounds, G., Yorks, L., Adams M., & Ranney, G. (1994). Beyond Total Quality Management: Toward the Emerging Paradigm, New York: McGraw-Hill. Brough, R.K.（1992）. 〝Total Quality Management in State Government: The Eight Rules for Producing Results.〞The Journal of State 　　　Government, Vol.7, No.2. Carr, D. K. & Littman, I.D. (1991). Excellence in Government, Arlington: Coopers Lybrand. Carr, D. K. & Littman, I.D. (1993). 　　　Excellence in government: Total Quality Management in the 1990’s. V A: Copper & Lybrand. Cohen, S. & Brand, R. (1993). Total Quality Management in Government: A Practical Guide for The Real World , San Francisco: Jossey-Bass. Cohen, S. & Eimicke, W. (1994). 〝Project-Focused Total Quality Management in the New York City Department of Parks and Recreation〞, Public Administration Review, Vol.54, No.5, pp450-456. Crosby, P. (1980). Quality is free, New York:Mentor. Dale, B. & Cooper, C. (1992). Total Quality and Human Resources: An Executive Guide, Oxford: blackwell Publishers. Daley, D. M. (1993). 〝Pay for Performance, Performance Appraisal, And Total Quality Management.〞Public Administratio Quarterly, Vo1.17, No.1. Deming, W. E. (1986). Out of the Crisis,Melbourne Sydney: Cambridge: Center for Advanced Engineering Study, Massachusetts Institute of Technology. Denhardt, R. B. (1992). The Pursuit of Significance: Strategies for managerial Success in public Organization, Wadsworth Publishing Company Belmont.caligornia. Feigenbaum, A.V. (1983). Total Quality Control , (3rd ed), New York: McGraw-Hill. Garvin, D. A.(1988). Managing Quality: The Strategic and Competitive Edge, New York: Free Press. Hutchins, D. (1984). 〝Quality Circles-The Missing Link〞, in Naoto Sasaki & David Hutchins(eds.),pp.57-70. The Japanese Approach to Product Quality :Its Applicability to The West, N. Y Pergamon Press Inc. Juran, J. M. (1988). Juran on Planning for Quality, NEW York: Free Press. Lesley,A. & Malcolm,M. (1992). Implementing Total Quality Management, Pitman Publishing Co. Martin, L.(1993). Total Quality Management in Human Service Organizations, california: sage. Oakland, J. S., & Porter, L. J. (1994). Cases in Total Quality Management, Oxford; Butterworth- Heinemann professional Publishing Ltd. Tenner, A. R., & DeToro,I. J.(1992). TQM-Three Steps to Continuous Improvement, Reading, MA: Addision-Wesley. Rainey, H.G.(1991). Understanding and Managing Public Organizations, CA: Jossey –Bass. Daley, D.M. (1993). 〝Pay for Performance, Performance Appraisal, And Total Quality Management.〞Public Administratio Quarterly, Vo1.17, No.1. Milakovich, M. E. (1990). 〝Total Quality Management for public Sector Productivity Improvement.〞Public Productivity &Mnangement Review, Vol. 14, No.2. Milakovich, M. E. (1991). 〝Total Quality management in the public Sector,〞 National Productivity Review, Vo1.10, No.2. Mizaur, D.G. (1993). 〝Quality Government is Government of the People、By the people、for the people〞,Public Productivity & Management Review, Vo1.16, NO.4, pp.371-377. Stupak, J. & Garrity, B. (1993). 〝Change, Challence, and The Responsibility of Public administrators for Total Quality Management in the 1990s: A Sympoium, Part 2〞,Public Administration Quality, Vo1.17, No.1, pp.3-9. Swiss, J.E. (1992). 〝Adapting Total Quality Management (TQM) to Government.〞 Public Administration Review, Vol.52, No.4. Zeithaml, V. A., Parasuraman, A. & Berry,L. L. (1990). Delivering Quality Service: Balancing Customer Perceptions and Expectations, New York: The Free Press.
Description:	碩士國立政治大學行政管理碩士學程 89921047 91
Source URI:	http://thesis.lib.nccu.edu.tw/record/#G0089921047
Data Type:	thesis
Appears in Collections:	[Master for Eminent Public Administrators] Theses

Files in This Item:

File	Size	Format
92104701.pdf	8Kb	Adobe PDF2	1216	View/Open
92104702.pdf	87Kb	Adobe PDF2	2541	View/Open
92104703.pdf	90Kb	Adobe PDF2	1493	View/Open
92104704.pdf	43Kb	Adobe PDF2	1286	View/Open
92104705.pdf	30Kb	Adobe PDF2	1310	View/Open
92104706.pdf	71Kb	Adobe PDF2	1474	View/Open
92104707.pdf	586Kb	Adobe PDF2	41057	View/Open
92104708.pdf	84Kb	Adobe PDF2	2468	View/Open
92104709.pdf	138Kb	Adobe PDF2	1335	View/Open
92104710.pdf	39Kb	Adobe PDF2	1358	View/Open
92104711.pdf	131Kb	Adobe PDF2	1580	View/Open
92104712.pdf	82Kb	Adobe PDF2	2053	View/Open

社群 sharing

Loading...