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題 名 | Organization Effectiveness: A Total Quality Management Perspective=組織效能:一個全面品質管理的觀點 |
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作 者 | 李弘暉; | 書刊名 | 空大行政學報 |
卷 期 | 9 1999.06[民88.06] |
頁 次 | 頁425-467 |
分類號 | 494.2 |
關鍵詞 | 組織效能; 全面品質管理; 顧客滿意; Organization effectiveness; Total quality management; TQM; Customer satisfaction; |
語 文 | 英文(English) |
中文摘要 | 如何能正確地檢測組織績效,一直是研究組織效能學者所重視的問題。在過去的組織效能研究中,不管是目標導向模型、系統模型、整合式的模型、解釋型的模型、互動式的模型、多元顧客式的模式、參與者利益的模式、或者是競值模型,都試著從不同的角度來檢測組織績效,以期為組織建立正確的組織績效指標。但沒有一個模型能完全地捕捉到組織績效的全貌。近年來,全面品質管理的興起,在企業界、非營利組織、甚至政府部門都掀起一陣重視品質、重視顧客滿意的風潮。在一個建立全面品質管理的組織中,又應該如何衡量其組織績效?本文將從全面品質管理的觀點來建構一個組織績效模型。 |
英文摘要 | The importance of assessing the performance of formal organizations was widely recognized rather early in the twentieth century. The early theorists were concerned primarily with developing conceptual frameworks and a set of prescriptive principles which would result in maximum organizational efficiency. The subsequent development of empirical methods in the social sciences, combined with a recognition of the increasingly pervasive influence of the formal organizations, resulted in a proliferation of approaches to the study of organizational effectiveness. Consequently, theoretical pluralism is one of the defining characteristics of the extant literature dealing with organizational effectiveness. In recent years, TQM continues to gain acceptance and more converts in both business and public organizations. What began in Japan three decades age and in the American private sector in the 1980s has also now reached the public sector with force. No matter how innovative and logical the changes proposed by TQM are, attention must always be given to special demands of the organization environment. These demands include different management styles, budget and operating constraints, internal organizational cultures, as well as customer pressures and influences. Thus, it will be more objective to evaluate organizational effectiveness of high performance organizations from quality perspectives. And, this article proposes an organization effectivenss model from TQM perspective. |
本系統中英文摘要資訊取自各篇刊載內容。