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題 名 | 民主觀點社會服務品質的內涵與管理措施之探討=Exploring the Contents and Managing Measures of Social Service Quality--The Democratic Approach |
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作 者 | 黃源協; | 書刊名 | 臺大社會工作學刊 |
卷 期 | 11 民94.06 |
頁 次 | 頁45+47-87 |
分類號 | 548.26 |
關鍵詞 | 社會服務品質; 品質管理; 民主觀點; 品質文化; Social service quality; Quality management; Democratic approach; Quality culture; |
語 文 | 中文(Chinese) |
中文摘要 | 本文主要目的在於從社會服務品質的相關文件與文獻,分析社會服務品質的內涵與要素、追求社會服務品質的障礙、社會服務品質的管理措施及其可能遭遇的兩難或挑戰。商品品質與社會服務品質的特性有其差異性,社會服務品質的觀點已從傳統觀點、科學或專家觀點、管理或卓越觀點,發展到消費主義觀點,進而再發展到當前的民主觀點。這些觀點的融合使得社會服務品質的要素呈現出相當多元的特性,它們在某種程度上可作為改善與提昇社會服務品質的指南。社會服務品質的改善可能遭遇到來自服務輸送體系、組織管理文化、組織設計和員工素質及利害關係人所加諸的障礙,因而現代化的社會服務需要一套可現代化的品質管理策略,其內容主要包括:專業與管理文化的改變、新式服務體系的建構(含一個開放的次體系、一個回應的次體系、一套標準途徑的次體系、以及一套查核的次體系)、利害關係人的參與和承諾、以及員工的投資。這些策略彼此之間是互有關連的,且策略的實踐將關係到社會服務品質各要素之目標的實現。 |
英文摘要 | This paper aims to analyze the meanings, elements, barriers and managing measures and potential challenges of social service quality. There are many differences in the characteristics of product and service quality, in particular in the field of personal social service. Social service quality can be defined in terms of 'objective' factors or 'subjective' perceptions of service users. The perspectives of social service quality have developed from the traditional approach, the 'scientific' or expert approach, the managerial or 'excellence' approach to the consumerist approach, and then to the democratic approach. These approaches have contributed to the production of quality elements of social services, including objective and subjective elements, in particular the democratic one. In practice, the improvement or promotion of social service quality has experienced various challenges and barriers. A modern social service needs a modern quality management strategy. This paper provides four main strategies: (1) changing the professional and managerial culture, (2) constructing a newly social service system, including open, responsiveness, standard approach, audit subsystems; (3) Involving stakeholders in policy-decision and provision process, and further achieving their commitments; and (4) Investing staff. These strategies are related and in relation to the implementation of various elements of social service quality. |
本系統中英文摘要資訊取自各篇刊載內容。