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E88128
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我國政府機關推行TQM之策略與關鍵成功因素之研究
The Investigation of Strategy and Key Successful Factors that Affecting the Implementation of Total Quality Management in the Rations of Government of Republic of China in Taiwan
1.鄭博文
1.Bor-wen Cheng
1.國立雲林科技大學工業工程與管理研究所
1.Department of Industrial Engineering and Management, National Yunlin University of Science & Technology
001,002,003,004
1.國立雲林科技大學工業工程與管理研究所
1.Department of Industrial Engineering and Management, National Yunlin University of Science & Technology
002
1.行政院國家科學委員會
1.National Science Council
A.14 計畫執行期間(起):1998-08-01
A.14 計畫執行期間(訖):1999-07-31
1999-04-011999-04-25
A.16 收到日期:1999-10-19
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全國各級政府行政機關為民服務工作考核人員(依據87年行政院服務品質獎執行機關為準)

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195
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C.2 聯絡日期:1999-10-26
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1.國立雲林科技大學工業工程與管理研究所
1.Department of Industrial Engineering and Management, National Yunlin University of Science & Technology
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C.7 資料公開日期:1999-08-01
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1.全面品質管理
2.行政機關
3.服務品質
4.問卷調查
5.關鍵成功因素
1.Administrative Organization
2.Critical Success Factor
3.Questionnaire
4.Service Quality
5.Total Quality Management (TQM)
確 保服務品質及行政效率是現代化政府的必備條件。行政院在民國八十六年十月通過服務品質獎實施計劃,希望經由政府再造,激發行政機關之活力,以提昇國家競爭 力。有鑑於近年來世界各國政府推行全面品質管理均能獲得良好之成效,因此,政府推動全面品質管理實在是一項必行的工作,如此方能確保行政機關服務之品質與 效率。 本研究利用問卷及深入訪談之方式,分別從行政機關推行全面品質管理之現況、策略、困難與成功關鍵因素等方面來探討。本研究之主要發現有: 行政機關認為成功推動全面品質管理最重要的兩項因素為:「機關重視民眾的需求與滿意度」、「機關最高主管對品質的承諾」。 「具有充分經費運用在全面品質管理活動上」在推行全面品質管理初期是一項非常重要的因素。 行政機關推行全面品質管理之成功關鍵因素包含六個構面,即:「品質改善工具應用」、「以顧客為導向之品質文化」、「領導者的投入與方針規劃」、「員工教育 訓練」、「員工參與因素」、「品質運作系統因素」。 此外,本研究亦提出行政機關推行全面品質管理各階段應實施的活動項目及推動步驟,以提供政府相關單位推行全面品質管理時之參考。

It is a must for a modern government to ensure her service quality and administrative efficiency. In October 1997, The Executive Yuan have passed the Scheme of Service Quality Award hoping that by reengineering the government to arouse Administrative Institutions\' vitality and increase the Nation\'s competition. Because many nations obtain tremendous results by implementing total quality management (TQM) in the recent years , therefore , it is necessary for the Government to implement TQM in order to ensure service quality and efficiency. This research applied survey and in depth interviews to realize the following issues: the utilization of TQM, the applying methodology of TQM, the implementation problems of TQM , and the criteria to successfully implement TQM in an Administrative Institution, etc. The main findings of this research are as follows: 1.Most Administrative Institutions consider two of the most important factors for successfully applying TQM are:(1)Administrative Institutions emphasize people\'s requests and satisfaction; (2) The highest supervisor\'s promise on quality. 2.\"Having ample outlay when implementing TQM\" is considered a very important factor for the Administrative Institutions that just starting the implementation of TQM. 3.There are six main compositions that contribute to the implementation of TQM successfully. Those compositions are: (1) the utilization of the tools to improve quality, (2) the quality culture based on customers\' orientation, (3) leadership and TQM applying strategy , (4) employees\' training programs , (5) employees\' participation, and (6) quality applying system. Beside the above finds , this research also provides the activities and procedures for applying TQM in an Administrative Institutions.

D.16 完成檢誤日期:2003-03-20
D.17 預定釋出日期:2003-04-10
D.18 初次釋出日期:2003-04-10
D.19_1 最新版釋出日期:2003-04-10
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10.6141/TW-SRDA-E88128-1
http://efenci.srda.sinica.edu.tw/webview/index.jsp?object=http://efenci.srda.sinica.edu.tw:80/obj/fStudy/E88128
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