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    Please use this identifier to cite or link to this item: http://ir.lib.ncu.edu.tw/handle/987654321/63749


    Title: 全面品質管理文化對公務部門服務品質影響之研究—以F單位為例
    Authors: 陳長華;Chen,Chang-Hua
    Contributors: 管理學院高階主管企管碩士班
    Keywords: 品質管理;核心價值;組織變革;顧客導向;Core Value;Customers' Satisfaction;Organizational Change;Quality Management
    Date: 2007-06-26
    Issue Date: 2014-05-08 15:29:37 (UTC+8)
    Publisher: 國立中央大學
    Abstract: 長期以來,公務機關受「科層式」組織文化影響,各項作業設計多以制度化及防弊為考量,因而造成民眾抱怨與不滿。近年來,由於「顧客導向」觀念之興起,為肆應外在環境及顧客需求,政府正大力推展行政革新,期望透過改善服務,塑造清新、效能的形象。國軍財務單位為廣義之公務機構,邇來在民意要求下,也在大力推行便民工作,並致力於形象之塑造,故提供顧客滿意的服務,亦為其追求之基本目標。
    本研究透過文獻探討及資料蒐集,另運用實地觀察及訪談,以充份瞭解顧客滿意度及各界對國軍財務制度之認知與感受,以及作業單位執行窒礙問題,據以研擬精進作法。在探討顧客滿意度的過程中發現:全面品質管理應用於為民服務作業的執行,相當程度取決於高階決策者是否具有推動的決心與認知;故唯有高階領導者的承諾與願景的建立,才能提供顧客滿意的服務品質。為使顧客服務與滿意有所改善,除可借鏡、觀摩績優公務機關,或民間企業的作法;另為提昇整體成員的素質涵養,宜建立學習型的組織文化,鼓勵同仁不斷自我進修,以提升員工的專業素養與服務能力,提供民眾最適切的服務;在推行全面品質管理的過程中,更需要所有成員相互支援與通力配合,對於團隊問題合力共同解決。另為因應組織變革,應透過研究創新,提供多元化、即時的金融服務,協助國軍袍澤解決金融交易、合法節稅、理財諮詢等問題,以發揮F單位核心價值及附加功能。
    ;For a long time, the public affair organization was influenced by the of organized culture of “layers” ,which stresses the internal control, layers authorization, and well defined for duty and responsibility, so as to have exquisite cooperation and standard operation in pattern, Because of every operations were designed with institutionalized and considering more for the fraud, it causes inconvenience for customer’s and get condemning for the people and query. Due to the growing wave of customers’ satisfaction and reacting to the external environment, the government is promoting the administration innovation via improving services to mold the fresh image of efficiency and effectiveness to meet customers demand. Military affair’s financial unit, in broad sense , is regarded as a public affair organization. Under the circumstances of the will of the people is required recently the work convenient in a more effective manner that affair’s financial unit devoted to the moulding of the image, therefore, offer a satisfactory service to customers as for its basic goal of pursuit.
    This research is probed into through literature and data collecting and to use observing in the field research couple with the interview separately that was in order to understand the customer satisfaction and the obstacles of operation unit may not be able to carries out successfully. As such, it will refine the way of best choice to progress greatly in future. In the process of probing into customer satisfaction, we had found that: the total quality control management should be phased in the execution of serving people the, depends on whether the high-level leader has determination and perception of such promotion; So only the establishment of commitment and visions of the high-level leader could offer satisfactory service quality to customers. For the improvement of service quality, except that the organization can view and emulate the practices of folk enterprises, set up the organization culture of organization learning in purpose of bring up the raise of the quality of whole membership, and encourage colleagues to receive a training oneself constantly, in order to improve professional accomplishment and service ability, offer people appropriate service; During the process of pursuing total quality control, it need all members support and cooperate with concerted effort each other even more, join forces to solve group's problem together. In response to the organizational change, the firm should run in researching innovation, providing real time and vary categories of finance services and to form the core value of the unit as well as value-added function in organization unit.
    Appears in Collections:[高階主管企管(EMBA)碩士班] 博碩士論文

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