| 摘要: | 時代進步，知識提昇，造成整體環境改變，民眾對於政府的要求隨之提高，為因應各種變化，近年來政府透過各項措施，積極提昇行政效率，更以顧客至上、服務第一為目標，部份國營企業更導入ISO 9000期望透過ISO 9000品質管理系統，提高國營企業之經營效率、降低成本及提昇競爭力。 但實施成效如何仍待進一步檢視，因此本研究擬探討國營企業實施ISO 9000(2000)之經營績效與因應對策，並以鐵路局、稅捐處、地政事務所、戶政事務所等四家已實施ISO 9000之國營企業為例做實證分析，期能獲知不同屬性之國營企業其經營績效之差異、推動ISO 9000之成功關鍵因素、所面臨困難及可行因應對策。 本研究經實證分析獲得下列六項具體的成果：1. 提升整體形象2. 增加民眾信賴度3. 提昇客戶滿意度4. 改善國營企業之競爭力5. 降低顧客抱怨6. 改善服務品質。
With the progress of time and the rise of knowledge, the whole environment is changed, and the public has more demands on the government. In recent years, in order to respond to various changes, the government aggressively promotes administrative efficiency, takes customer-fist and service-first as the goals, and imports ISO9000 into part of government enterprises to promote the management efficiency, to reduce costs, and to promote competitiveness via the quality control system of ISO9000. However, the implementation effect still needs to be further inspected. Thus, this research is to discuss the management merits and relevant countermeasures of government enterprises implementing ISO9000(2000), and takes the four government enterprises, Railway Administration, the Revenue, Land Office, and Household Registration Office, which are implementing ISO9000, as the examples for evidence-based analyses to know the differences of management merits between different kinds of government enterprises, the key factors of promoting ISO9000 successfully, the difficulties the enterprises face, and the workable relevant countermeasures. The six specific results of the evidence-based analyses of this research are as follows:1. Promoting the overall image2. Increasing the reliability of the public3. Enhancing the satisfaction of customers4. Improving the competitiveness of government enterprises5. Decreasing complaint of customers6. Perfecting service quality. |
