公部門績效管理之研究—以就業服務績效指標設計為例

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Title:	公部門績效管理之研究—以就業服務績效指標設計為例
Authors:	黎毓婷;Li, Yu-Ting
Contributors:	法律與政府研究所
Keywords:	績效管理;績效指標;公立就業服務;performance management;key performance indicators;public employment service
Date:	2019-07-26
Issue Date:	2019-09-03 14:57:22 (UTC+8)
Publisher:	國立中央大學
Abstract:	隨新公共管理思潮席捲全球，世界各國政府對績效管理、績效衡量紛紛建立相關的制度與一系列的改革措施，其中績效管理是一套有系統的管理工具，透過建立目標、執行及追蹤後續執行結果，並據以改善，以促使組織之績效有所提升。公部門導入績效管理後，從傳統的控制、程序導向，轉為成果、產出導向，加上經濟社會發展，時代潮流趨勢，民眾越來越重視公部門之效率、效能，因此公部門導入績效管理，提升其施政效率，已成為普遍的趨勢。本研究採用文獻分析法、深度訪談法以及次級資料分析法等研究方法，對於所欲研究的問題進行各類資料的蒐集與分析，旨在探究公立就業服務體系在落實績效管理上之運作情形，首先，分析當代的績效管理的相關理論源起與績效指標的設計；其次，探討我國在公立就業服務體系上所面臨到的現象與困境；最後從研究訪談中歸納出績效指標對就業服務機構所產生的影響。透過既有的文獻與實證訪談所獲得的研究資料，本研究將訪談資料彙整後提出研究發現：績效指標僅是一種管理工具，其目的在於從指標管理過程中如何透過組織的內化重新形塑一套符合組織的目標與價值，真正能夠提升績效的方式還是建立在訂定指標的管理作為上。另外，本研究也提出研究限制與未來可能的研究方向，期望透過本研究作為後續相關研究的基礎。 ;With the ideas of new public management spreading across the globe, governments of all countries developed relevant mechanisms and a series of reform measures with regards to performance management and performance measurement. Performance management is a set of systematic managerial tools, aiming to boost the performance of organizations by establishing objectives, implementing and keeping track of subsequent outcomes of implementation, as well as making improvements based on the outcomes. After the introduction of performance management to public departments, the orientation of the public departments shifted from a conventional one featuring control and programs to the one that focuses on the outcome and output. Added to that is the development of economy and society, along with the trend of the times, leading the general public to pay more attention to the efficiency and effectiveness of public departments. As a result, the introduction of performance management to public departments to enhance administrative efficiency has become a general trend. For the purpose of data collection, this study adopted documentary analysis, in-depth interviews, secondary materials analysis and other research methods. This study collected and analyzed all sorts of materials related to the subject it intends to study. This study aimed at examining the operations and implementation of performance management in the public employment service system. First, this study analyzed the origin of relevant theories of modern performance management and the design of performance indicators. Second, this study discussed the phenomena and difficulties faced by the public employment service system in Taiwan. Finally, this study synthesized the impacts of performance indicators on extant employment service agencies based on the interviews. Through the existing literature and the content acquired by empirical interviews, this study summarized all the interview data and put forth the research findings: key performance indicators are merely a sort of managerial tool that aims at re-establishing a set of objectives and values that fit the organization by way of the internalization of the organization in the process of management. The approach that actually improves performance is based on the managerial behaviors with regards to the establishment of indicators. Furthermore, this study also points out its limitations and the potential direction for future studies, hoping that this study could serve as the foundation of follow-up studies on relevant subjects.
Appears in Collections:	[Graduate Institute of Law and Government] Electronic Thesis & Dissertation

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