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題名:非營利老人福利機構績效管理之研究:責信的觀點
作者:張玉龍
作者(外文):CHANG, YU-LUNG
校院名稱:國立暨南國際大學
系所名稱:社會政策與社會工作學系
指導教授:黃源協
學位類別:博士
出版日期:2019
主題關鍵詞:非營利組織績效管理社會影響力責信長期照顧nonprofit organizationperformance managementsocial impactaccountabilitylong-term care
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面對台灣人口結構的迅速轉變,伴隨著老人失能人數及需要接受照顧時間的增加,即便目前臺灣社會整體氛圍及資源運用分布,多著重在社區式及居家式照顧服務,但就未來臺灣長期照顧的趨勢,機構式照顧的重要性將逐漸突顯且無法避免。受到福利多元義與新管理主義的影響,非營利組織在長期照顧中的角色愈加吃重,且在社會對於責信要求日益提升的情況下,非營利組織一方面需維持其特殊的使命價值,但同時也面臨了資源有限及案主需求增加的窘境,因此績效管理成為近代討論非營利老人福利機構管理時的重要議題。考量非營利組織的使命與本質,本研究以社會影響力為基礎,來瞭解非營利老人福利機構績效的內涵與管理上的困境,探究在績效管理運作歷程中所採用的策略及意涵,並進而從責信觀點,針對組織績效管理的目標與運作策略進行討論分析。
本研究採取質性研究方法,以半結構式訪談做為資料蒐集方式,立意取樣臺灣西部的7間非營利老人福利機構,受訪者包含了9位核心經營管理者、7位基層主管/一般員工及8位長者,共計24位進行個別深度訪談。本研究採取修正的非營利組織績效計分卡的架構,以社會影響力所欲成就的改變為基礎,分別針對服務使用者、人力資源、和其他利害關係三個構面進行探討,並彙整出非營利老人福利機構在進行績效管理時所遭遇人力面向、組織面向、政府面向、以及執行面向的困境與瓶頸。此外,本研究亦依據非營利組織績效管理運作的架構,分別針對規劃、資源運用、行動過程、評估、和回饋五個運作歷程進行分析,瞭解各個運作歷程所運用策略與方法,進而探究其對於社會服務組織管理的意涵。
在研究結果的整理與檢視對話後,透過與本研究相關理論文獻的回顧及研究者的視角進行綜觀式檢閱,提出本研究的主要發現與討論:首先,組織需要完整且平衡的績效目標以達到組織的社會影響力,也方能克服績效管理可能遭遇的困境;組織需關注且理解所有利害關係人,並向其負責,而非僅對政府或少數人;組織應該跳脫績效目標間的因果邏輯觀念,才能建構良性循環的績效模式。其次,非營利組織的績效管理,採取的是多重策略的並用,且展現的是多元責信的意念,但仍能發現目前主要仍聚焦在績效的衡量評估為主;非營利組織的績效並非個別責任,需要利害關係人的共同參與和投入;另外,非營利組織需要的績效管理,是「向上」的標竿學習,而非「向下」比較。再者,非營利老人福利機構在進行績效管理時也面臨「使命 vs. 生存」、「參與 vs. 效率」、「合作 vs. 競爭」、「自主 vs. 控制」、及「聚焦 vs. 多元」的兩難與挑戰,在現實中該如何達到相互的權衡,這是組織所不能不面對的重要課題。研究者並進一步透過研究的再省思,回顧與檢視本研究所運用的理論觀點,做為未來討論與精進的基礎。最後,本研究立基於研究結果的分析與討論,檢視臺灣目前長期照顧服務所處的環境與實施狀態後,進一步從理念面、政策面及組織實務面提出相關建議,俾各方進行參考,並提出本研究的限制及對未來的展望。
With the rapid transformation of population structure in Taiwan, the number of disabled elders increases, so does the time for caring them. Currently, the overall social atmosphere in Taiwan and the resource distribution focus on community care and Home care. However, according to the tendency of long-term care in Taiwan, institutional care will gradually be highlighted and inevitable. Influenced by Welfare Pluralism and Neo-Managerialism, nonprofit organization (NPO) plays a more and more important role in the long-term care. Besides, under the circumstance that the social requirement for accountability increasingly goes up, NPO has to maintain its value of special mission, but meanwhile it faces the awkward situation of limited resources and the increase of clients’ demands. Therefore, performance management becomes a crucial issue while the management of nonprofit long-term care institutions for the elderly is discussed in modern times. According to the mission and nature of NPO, this research bases on social impact to understand the connotation of performance of nonprofit long-term care institutions for the elderly and the predicament on management. It also explores the strategies and implications adopted in the performance management and then analyzes the purpose of organizing performance management and the operation strategies from the perspective of accountability.
The research adopts the qualitative research method and collects data via semi-structured interview, with the purposive sampling of 7 nonprofit long-term care institutions for the elderly in western Taiwan. The individual depth interview is conducted for 24 interviewees, including 9 core administrators, 7 first-line manager or ordinary employees and 8 elders. This research adopts the structure of amendatory performance scorecard of NPO and bases on the changes made by social impact as well as discusses service user, human resource and other stakeholders. Furthermore, the human aspect, organization aspect, government aspect and execution aspect predicaments and bottlenecks faced by nonprofit long-term care institutions for the elderly in performance management are summarized. Meanwhile, according to the structure of NPO in operating the performance management, this research analyzes the five operation process of planning, resource utilization, action process, evaluation and feedback respectively to understand strategies and methods in each process and then explores its meaning for the organizations and management of social service.
After the research result is collated, the main findings and discussion of this research are put forward via the review of theoretical literature related to this research and via the researcher’s viewpoint: Firstly, the social impact of organizations can be achieved and the predicaments that performance management may face can be overcome through the complete and balanced performance target; organizations need to pay attention and understand all the stakeholders and be responsible for them instead of that for the government or specific minority; organizations shall get rid of the causal logic between performance targets to build the performance pattern of virtuous circle. Secondly, the performance management of NPO integrates strategies and shows the idea of multiple accountability, but it can be found that it is mainly focusing on the measurement of performance; the performance of NPO is not individual responsibility, but needs the joint participation and investment of stakeholders. Thirdly, the performance management required by NPO is the “upward” benchmarking learning instead of the “downward” comparison. Fourthly, in performance management, nonprofit long-term care institutions for the elderly also face the dilemma and challenges of “mission vs. survival”, “participation vs. efficiency”, “cooperation vs. competition”, “autonomy vs. control”, and “focusing vs. pluralism”, as well as how to achieve the mutual balance in reality becomes an important topic faced by organizations. The researcher further reviews the research and inspects the theoretical opinions to lay a foundation for future discussion and improvement. Lastly, according to the analysis and discussion on the research result, after inspecting the current environment of long-term care in Taiwan and its implementation status, this research further puts forward suggestions regarding idea, policy and organizational practice for future reference and proposes limitations of this research and the prospect.
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