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來源資料
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題 名 | 平衡計分卡應用於公部門之研究--以新竹市環境保護局爲例=The Study of Balanced Scorecard Applied to Public Sector: The Case of Bureau of Environmental Protection in Hsinchu City |
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作 者 | 葉嘉楠; 施婉婷; | 書刊名 | 中華行政學報 |
卷 期 | 6 2009.06[民98.06] |
頁 次 | 頁197-231 |
分類號 | 573.9 |
關鍵詞 | 新竹市環境保護局; 策略地圖; 平衡計分卡; 因素分析; Bureau of environmental Protection; Hsinchu city; Balanced scorecard; Strategy map; Factor analysis; |
語 文 | 中文(Chinese) |
中文摘要 | 本研究目的是透過平衡計分卡工具,以及顧客滿意度的調查,了解新竹市民對環保局相關政策作為的滿意度為何,籍以擬定新竹市環境保護局的策略地圖及相關績效評估指標。 在平衡計分卡工具的使用上,根據研究目的編製平衡計分卡四構面問卷,並對環境保護局員工進行調查,藉以掌握內部成員對組織願景、使命的瞭解以及環境保護局營運續效、顧客服務、員工教育訓練之成效及看法,另根據調查結果深入訪談機關各課室長官後,綜合提出具體的改進意見提供新竹市環境保護局參考。 平衡計分卡方面的研究發現如下,環保局內部成員對平衡計分卡四個構面的重視程度,依序為:1、「財務構面」計7個策略指標,2、「顧客構面」計9個策略指標,3、「內部流程構面」計9個策略指標,4、「學習成長構面」計12個策略指標。合計4大策略性議題、37個策略指標,並且顯示環保局內部成員仍自我定位為傳統的公務機闕,最為注重預算經費的爭取與編列,其重要性要比滿足顧客(民眾)的需求來得高。 在施政滿意度部分,新竹市民普遍對居住環境品質感到滿意,但對噪音和空氣污染的管制表現滿意度較低,若對這兩個污染源多加控管,則市民居住環境品質滿意度還有提升的空間。值得注意的是,市民在陳情或檢舉環境污染事件之後,主管機關的回應表現並不理想,市民表示不滿意的比例高達五成三。提升環保局對陳情和檢舉案件的回應能力與效率,是相當重要的議題。 |
英文摘要 | The purpose of research is based on Balanced Scorecard and survey of customer's satisfaction to establish the strategy map and performance evaluation indicators of Environmental Protection Bureau. We use four aspects of Balanced Scorecard to design the questionnaire based on literature review. The questionnaire is to understand staff's expectation, management performance, customer service and training. Meanwhile, we interviewed director and offcials of Environmental Protection Bureau to provide some proposals to improve their weakness. The study showed that employees' priorities of four aspects of BSC is as follows: 1. financial perspective with seven indicators. 2. customer perspective with nine indicators. 3. internal process perspective with nine indicators. 4. learning and growth perspective with twelve indicators. Overall, BSC of Environmental Protection Bureau includes four perspectives and thirty seven indicators. This result revealed that staffs view Environmental Protection Bureau as a traditional public organization which pay more attention to maximize budget and the support from central government rather than customer's satisfaction. Generally speaking, citizens of Hsinchu were satisfied with the quality of environment but dissatisfied with the noise and air pollution. If Environmental Protection Bureau can decrease the degrees of noise and air pollution, customer satisfaction will be enhanced. On the other hand, 55% of respondents were dissatisfied with the service responsivness. Therefore, improving the service responsiveness and efficiency are key indicators of customer satisfaction for Environmental Protection Bureau. |
本系統中英文摘要資訊取自各篇刊載內容。