地方公共服務績效比較評量之探討--標竿學習策略的觀點_

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題名：	地方公共服務績效比較評量之探討--標竿學習策略的觀點
書刊名：	玄奘管理學報
作者：	劉祥得
作者(外文)：	Liu, Hsiang-te
出版日期：	2003
卷期：	1:1
頁次：	頁1-38
主題關鍵詞：	績效比較；地方政府再造；標竿學習；品質管理；Performance comparison；Reinventing local government；Benchmarking；Quality management
原始連結：	連回原系統網址
相關次數：	被引用次數:期刊(0) 博士論文(0) 專書(0) 專書論文(0) 排除自我引用:0 共同引用:13 點閱:23

中央政府高層次的政府再造決策，地方居民不盡然是可以立即成受到的，而地方政府實際提供的地方服務，才是與民眾福祉切身相關的。因此，政府再造除了中央法令層面的再造外，應由地方服務績效與品質的改進作起，促使人民對政府觀成的改變，進而滿足政府所提供的服務。本文提出「標竿學習」，來探討地方服務績效的改進，激勵地方政府機關持續改進，滿足縣市居民需求。標竿學習途徑通可提供地方政府績效比較的方法與基礎，有系統地蒐集各地方行政績效資料，透過翔實的分析與監測，規劃並執行學習最高標竿計畫，以全面提升地方服務品質。

以文找文

What the citizens perceive directly are the local government services which provided by local governments, not those high level decisions made by central government. The local government services quality has become the basis for citizens to assess how good the local governments perform. Accordingly, the government should take more attention to improve the local service quality related to the citizens care and need. This article discusses the services quality improving in local government with the approach of “benchmarking” which is thought as the excellent strategic tool to satisfy the citizens’ needs. The benchmarking had provided the basis for performance comparison at the private business sector for a long time. This article argues that the benchmarking strategy is also suitable for reinventing local government in public sector. It can be used for searching the best practices systematically and improving the local government services totally through the activities of systematic analysis and auditing.

以文找文

期刊論文
1.	Hatry, H. P.(1980)。Performance Measurement Principles and Techniques: An Overview for Local Government。Public Productivity Review，4(2)，312-339。
2.	Fischer, R. J.(1994)。An Overview of Performance Measurement。Public Management，96(9)，2-8。
3.	Cox, A.、Thompson, I.(1998)。On the appropriateness of benchmarking。Journal of General Management，23(3)，1-20。
4.	Bruder, Kenneth A., Jr.、Gray, Edward M.(1994)。Public-Sector Benchmarking: A Practical Approach。Public Management，96(9)，9-14。
5.	Ammons, D. N.(1995)。Overcoming the inadequacies of Performance Measurement in Local Government: The Case of Libraries and Leisure Services。Public Administration Review，55(1)，37-47。
6.	Percy, S.(1986)。In Defense of Citizen Evaluations as Performance Measures。Urban Affairs Quarterly，22(1)，66-83。
7.	Barrett, K.、Greene, R.(1993)。Focus on the Best。Financial World，2，36-55。
8.	Bovaird, Tony、Davis, Paul(1999)。Learning to Manage within Limited Resources: Coping Strategies and Learning Breakthroughs in UK Local Government。International Journal of Public Sector Management，12(3)，293-313。
9.	Coe, Charles(1999)。Local Government Benchmarking: Lessens from Two Major Multi-government Efforts。Public Administration Review，59(2)，110-123。
10.	Curtis, Donald(1999)。Performance Management for Participatory Democracy: Thoughts on the Transformation Process in South African Local Government。International Journal of Public Sector Management，12(3)，160-272。
11.	Decker, L. L.、Manion, P.(1987)。Performance Measurement in Phoenix: Trends a New Direction。National Civic Review，76，119-129。
12.	Dorsch, Jeffrey J.、Yasin, Mahmoud M.(1998)。A Framework for Benchmarking in the Public Sector。International Journal of Public Sector Management，11(2/3)，91-115。
13.	Hequet, Marc(1993)。The Limits of Benchmarking。Training，February，36-41。
14.	Keehley, Patricia、MacBride, Sue(1997)。Can Benchmarking for Best Practices Work for Government。Quality Progress，March，75-80。
15.	Kelly, Janet M.、Swindell, David(2002)。A Multiple-Indicator Approach to Municipal Service Evaluation: Correlating Performance Measurement and Citizen Satisfaction across Jurisdiction。Public Administration Review，62(3)，610-621。
16.	Palmer, Anna J.(1993)。Performance Measurement in Local Government。Public Money & Management，13。
17.	Pataki, Béla、Németh, Balázs、Bárkányi, Mária、Koczka, Terézia(1998)。Observation on Benchmarking in Hungary。European Management Journal，16(4)，485-494。
18.	Wiarda, Edith A.、Luria, Daniel D.(1998)。The Best-Practice Company and Other Benchmarking Myths。Quality Progress，February，91-94。
19.	Weisendanger, B.(1993)。Benchmarking Intelligence Fuels Management Move。Public Relations Journal，Nov.，20-22。
20.	Ammons, D. N.(1999)。A Proper Mentality for Benchmarking。Public Administration Review，59(2)，105-109。
21.	Ammons, David N.、Coe, Charles、Lombardo, Michael(2001)。Performance-Comparison Project in Local Government: Participants' Perspectives。Public Administration Review，61(1)，100-110。
22.	Brudney, Jeffrey L.、England, Robert E.(1982)。Urban Policy Making and Subjective Service Evaluations: Are They Compatible?。Public Administration Review，42(2)，127-135。
23.	Elmuti, Dean、Kathawala, Yunus(1997)。An Overview of Benchmarking Process: A Tool for Continuous Improvement and Competitive Advantage。Benchmarking for Quality Management & Technology，4(4)，229-243。
24.	Frost, Freerick、Pringle, Amanda(1993)。Benchmarking or the Search for Industry Best-Practice: A Survey of the Western Australian Public Sector。Australian Journal of Public Administration，52(1)，1-11。
25.	Kouzmin, Alexander、Löffler, Elke、Klages, Helmut、Koroc-Kakabadse, Nada(1999)。Benchmarking and Performance Measurement in Public Sectors: Towards Learning for Agency Effectiveness。The International Journal of Public Sector Management，12(2)，121-144。
26.	Sedgwick, Steve(1995)。Benchmarking and Best Practice: Promise and Performance。Australian Journal of Public Administration，54(3)，401-407。
27.	Shetty, Y. K.(1993)。Aiming high: competitive benchmarking for superior performance。Long Range Planning，26(1)，39-44。
28.	Stoker, Gerry(1996)。The Struggle to Reform Local Government: 1970-95。Public Money & Management，16(1)，17-22。
29.	Tichelar, M.(1998)。Evaluating Performance Indicators: Current Trends in Local Government。Local Government Studies，24(3)，29-35。
30.	Treadwell, Jane、Maguire, Jerome、Howe, Anne(1995)。Benchmarking Corporate Services: A South Australian Public Sector Case Study。Australian Journal of Public Administration，54(3)，408-413。
31.	Walters, Jonathan(1994)。The Benchmarking Craze。Governing，April，33-37。
32.	Wholey, J. S.、Hatry, P. H.(1992)。The case for performance monitoring。Public Administration Review，52(6)，604-610。
33.	劉祥得(20000300)。「標竿學習法」之研究--政府再造的新策略。中國行政評論，9(2)，91-134。延伸查詢
34.	Kopczynski, Mary、Lombardo, Michael(1999)。Comparative Performance Measurement: Insights and Lessons Learned from a Consortium Effort。Public Administration Review，59(2)，124-134。

學位論文
1.	劉祥得(2000)。「標竿學習法」在政府部門之應用--兼論現階段我國政府再造策略(博士論文)。中國文化大學，台北。延伸查詢

圖書
1.	Cook, Sarah(1995)。Practical Benchmarking: A Manager's Guide to Creating a Competitive Advantage。London, UK：Kagan Page Limited。
2.	Karlöf, Bengt、Östblom, Svante(1993)。Benchmarking: A Signpost to Excellence in Quality and Productivity。New York, NY：John Wiley & Sons, Ltd.。
3.	Wildavsky, Aaron B.(1979)。Speaking Truth to Power: The Art and Craft of Policy Analysis。Boston, MA：Little, Brown and Company。
4.	Keehley, Patricia、Steven, M.、Laura, L.、Sue, A. M.(1997)。Benchmarking for Best Practices in the Public Sector: Achieving Performance Breakthroughs in Federal, State, and Local Agencies。San Francisco, CA：Jossey-Bass。
5.	Ridley, Clarence E.、Simon, Herbert A.(1943)。Measuring Municipal Activities: A Survey of Suggested Criteria for Appraising Administration。Chicago：International City Manager's Association。
6.	Wholey, Joseph S.、Newcomer, Kathryn E.(1989)。Improving Government Performance。San Francisco, CA：Jossey-Bass。
7.	Barker, Lynton、Rubycz, Rom(1996)。Performance Improvement in Public Service Delivery: A Tool-Kit for Manager。London：Pitman Publishing。
8.	Bogan, Christopher E.、English, Michael J.(1994)。Benchmarking for Best Practices。New York, NY：McGraw-Hill。
9.	Camp, Robert C.(1995)。Business Process Benchmarking: Finding and Implementing Best Practices。Milwaukee, WI：ASQC Quality Press。
10.	Camp, Robert C.(1998)。Global Cases in Benchmarking: Best Practices from Organizations around the World。Milwaukee, Wisconsin：ASQ Quality Press。
11.	Ernst & Young LLP.(1993)。The International Quality Study- Best Practices Report: An Analysis of Management Practices that Impact Performance。Cleveland, Ohio：Ernst & Young LLP. and American Quality Foundation.。
12.	Ziari, M.、Leonard, P.(1994)。Practical benchmarking: The complete guide。Chapman & Hall。
13.	Codling, Sylvia(1998)。Benchmarking。England：Grower Publishing Limited。
14.	Osborne, David、Gaebler, Ted(1992)。Reinventing Government: How the Enterpreneurial Spirit is Transforming the Public Sector。Addison-Wesley Publishing Company, Inc.。
15.	Ammons, David N.(1996)。Municipal Benchmarks: Assessing Local Performance and Establishing Community Standards。Thousand Oaks, CA：Sage。

圖書論文
1.	Kleinhans, S.、Merle, C.、Doumeingts, G.(1995)。Determination of What to Benchmark: A Customer-Oriented Methodology。Benchmarking-Theory and Practice。New York：Chapman & Hall。
2.	Patrick, Roger、Mackenzie, Peter(1998)。Syndicate Benchmarking: Water Supply and Sewerage。Global Cases in Benchmarking: Best Practices from Organizations Around the World。Milwaukee, Wisconsin：ASQ Quality Press。
3.	Andersen, Bjørn(1995)。Benchmarking。Performance Management: A Business Process Benchmarking Approach。New York：Chapman & Hall。
4.	Cross, R.、Iqbal, A.(1995)。The Xerox Experience: Benchmarking Ten Years on。Benchmarking-Theory and Practice。New York：Chapman & Hall。
5.	Jackson, Sylvie(1998)。Benchmarking for a First-Class Supply Chain: The Post Office。Global Cases in Benchmarking: Best Practices from Organizations Around the World。Milwaukee, Wisconsin：ASQ Quality Press。
6.	Klages, H.、Masser, K.(1996)。Ratios and indicators as a new and essential part of present administrative reform。Quality, Innovation and Measurement in the Public Sector。Switzerland。

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