| 摘要: | 內政部警政署自民國90年5月起推動警察機關ISO品管制度已四年，依計畫進度定於94年底完成，推動期間各級單位及人員時有正面或負面評價，因此，探討警政機關推動ISO品管制度實況及效益，為本研究主要目的。 本研究首先經由國內外的文獻回顧，探討ISO品管制度之特性、警察機關推動ISO品管制度現況以及組織文化、內部服務品質與組織績效的關聯情形，再採問卷調查方式，以台灣區各縣市警察局各級員警為研究對象，進行實證研究。所得資料以因素分析、信度分析、描述性分析、變異數分析、相關分析及迴歸分析等方法分析研究，其主要發現如下： 1. 對組織文化、ISO品管制度、內部服務品質、組織績效四個變項及其各構面進行描述性統計，各變項及構面的平均數全部高於中間值3，其中「ISO品管制度」變項暨「幹部決心」構面之平均數為最高。 2. 性別、年齡、婚姻狀況、教育程度、服務單位、服務年資、目前職務、擔任工作等八項個人屬性於組織績效達顯著差異；年齡、婚姻狀況、教育程度、服務年資、目前職務、擔任工作等六項個人屬性於ISO品管制度達顯著差異。 3. 組織文化與ISO品管制度、內部服務品質、組織績效呈現極顯著正相關；ISO品管制度與內部服務品質、組織績效呈現極顯著正相關；惟官僚型組織文化與內部服務品質之關懷性構面呈現極顯著負相關。 4. 組織文化對ISO品管制度及組織文化、ISO品管制度對內部服務品質與組織文化、ISO品管制度、內部服務品質對組織績效均有顯著正向影響。 5. 組織文化透過ISO品管制度及內部服務品質中介變項對組織績效產生正向影響。
The National Police Agency has been promoted ISO Quality Management System for four years since May, 2001. And it will be finished on the end of 2005.During the project in progressing, the Agency got a lot of opinions including positive and negative from different kind of units and employee. Thus, to investigate the scene and benefit of ISO Quality Management System promoted by police agency is the main purpose of this research. Firstly, we reviewed the domestic documents and the foreign ones to investigate the characteristic of ISO Quality Management System, and the scene of ISO Quality Management System promoted by police agency as well as the relationship among Organizational Culture, and the Internal Service Quality and Organizational Performance, then adopted the methodology of questionnaire set the policeman in the police station around all the countries in Taiwan as research subjects, conducting the research of positive philosophy. Those data will be analyzed by factor analysis, reliability analysis, descriptive analysis, ANOVA, correlation analysis, and regression analysis, the main findings are as follow: 1.The result of the four variables of Organizational Culture and ISO Quality Management System and Internal Service Quality along with Organizational Performance as well as its sub-dimension by descriptive analysis is that all variables and all the mean values of each dimensions are all higher than median value 3; among all, the mean values of “ISO Quality Management System” and “Cadre’s Determination” are the highest. 2.Distinguishing between the sexes, age, marital status, the degree of education, service department, tenure, current position, government office and so on, those eight individual attributes have significant difference with Organizational Performance. Age, marital status, the degree of education, tenure, current position and governmental office, these six individual attributes have remarkable difference with ISO Quality Management System. 3.Organizational Culture demonstrates extremely positive relationship with ISO Quality Management System, Internal Service Quality and Organizational Performance; while ISO Quality Management System appears outstanding positive relationship with Internal Service Quality and Organizational Performance. However, Organizational Culture of bureaucrat emerges obviously positive relationship with the solicitous dimension of Internal Service Quality. 4.Organizational culture against ISO Quality Management System and Organizational Culture, ISO Quality Management System against Internal Service Quality and Organizational Culture, ISO Quality Management and Internal Service Quality against Organizational Performance , all have notable positive effects. 5.Organizational Culture causes positive effect on Organizational Performance through ISO Quality Management System and agent variable of Internal Service Quality. |
