https://scholars.lib.ntu.edu.tw/handle/123456789/51637
標題: | 顧客導向的政府再造策略 Customer-oriented Strategy for Reinventing Government |
作者: | 林水波 陳志瑋 Lin, S.P. Chen, C.W. |
關鍵字: | 顧客導向策略;新公共管理;雙重課責;單一窗口;民主行政;Customer Strategy;New Public Management;Dual Accountability;Voucher;One-stop Window;Democratic Administration | 公開日期: | 六月-1999 | 期: | 10 | 起(迄)頁: | 319-354 | 來源出版物: | 政治科學論叢 | 摘要: | 顧客導向策略是當前許多國家從事政府再造的重要途徑之一。本文從顧客導向策略的特質中,引申出政治管理、服務管理、課責管理、信任管理、接近管道管理,以及對利害關係人管理六項方法。之後再從目標與策略設計兩個層次,詳細探討顧客導向策略的內涵與達成手段。不過,本文在作上面論述之同時,特別提醒主事者在採納本策略之際,應注意利益團體的可能宰制、行政權力的不斷擴大、實踐所引發的部際衝突,以及誘因機制不足等潛在問題。因此有待輔以配套或輔助措施,以健全本策略的功效。最後本文認為顧客導向策略之終極旨趣在於落實民主行政,讓顧客逐步當家作主,而不僅單純提升顧客滿意度而已。因此,行政改革若能建立在政府與顧客相互主體性的基礎上,將能成就更前瞻性與更遠景性的再造工程。 The customer strategy is one of reinventing government strategies utilized by many contemporary countries. The purposes of the paper are to describe, evaluate, and discover pitfalls of this strategy. It describes six different types of management: political, service, accountability, trust, accessibility, and stakeholder. Then the paper evaluates the strategy and appeals alarms of its utilization. They are: domination of interest group, incremental enlargement of administrative power, interorganizational conflict, and inadequate incentives. The paper also addresses that its final interest of this strategy is to practice democratic administration and let customer be the boss of government. Hence, if reinventing government can be built on the basis of intersubjectivity among government and her customers, then reengineering of this strategy can be more revolutionary and far-sighted than other proposed strategy. |
URI: | http://ntur.lib.ntu.edu.tw//handle/246246/281703 |
顯示於: | 政治學系 |
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