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題名：民主觀點社會服務品質的內涵與管理措施之探討
書刊名：臺大社會工作學刊
作者：黃源協 引用關係
作者(外文)：Hwang, Yuan Shie
出版日期：2005
卷期：11
頁次：頁45+47-87
主題關鍵詞：社會服務品質；品質管理；民主觀點；品質文化；Social service quality；Quality management；Democratic approach；Quality culture
原始連結：連回原系統網址new window
相關次數：
  • 被引用次數被引用次數:期刊(12) 博士論文(9) 專書(1) 專書論文(0)
  • 排除自我引用排除自我引用:11
  • 共同引用共同引用:54
  • 點閱點閱:107
本文主要目的在於從社會服務品質的相關文件與文獻，分析社會服務品質的內涵與要素、追求社會服務品質的障礙、社會服務品質的管理措施及其可能遭遇的兩難或挑戰。商品品質與社會服務品質的特性有其差異性，社會服務品質的觀點已從傳統觀點、科學或專家觀點、管理或卓越觀點，發展到消費主義觀點，進而再發展到當前的民主觀點。這些觀點的融合使得社會服務品質的要素呈現出相當多元的特性，它們在某種程度上可作為改善與提昇社會服務品質的指南。社會服務品質的改善可能遭遇到來自服務輸送體系、組織管理文化、組織設計和員工素質及利害關係人所加諸的障礙，因而現代化的社會服務需要一套可現代化的品質管理策略，其內容主要包括：專業與管理文化的改變、新式服務體系的建構（含一個開放的次體系、一個回應的次體系、一套標準途徑的次體系、以及一套查核的次體系）、利害關係人的參與和承諾、以及員工的投資。這些策略彼此之間是互有關連的，且策略的實踐將關係到社會服務品質各要素之目標的實現。
This paper aims to analyze the meanings, elements, barriers and managing measures and potential challenges of social service quality. There are many differences in the characteristics of product and service quality, in particular in the field of personal social service. Social service quality can be defined in terms of 'objective' factors or 'subjective' perceptions of service users. The perspectives of social service quality have developed from the traditional approach, the 'scientific' or expert approach, the managerial or 'excellence' approach to the consumerist approach, and then to the democratic approach. These approaches have contributed to the production of quality elements of social services, including objective and subjective elements, in particular the democratic one. In practice, the improvement or promotion of social service quality has experienced various challenges and barriers. A modern social service needs a modern quality management strategy. This paper provides four main strategies: (1) changing the professional and managerial culture, (2) constructing a newly social service system, including open, responsiveness, standard approach, audit subsystems; (3) Involving stakeholders in policy-decision and provision process, and further achieving their commitments; and (4) Investing staff. These strategies are related and in relation to the implementation of various elements of social service quality.
期刊論文
1.宋冀寧、宋麗玉(20011200)。社會福利機構服務品質相關因素探討之研究--以老人自費安養護機構為例。社會政策與社會工作學刊，5(2)，175-222。new window  延伸查詢new window
2.Francis, J.、Netten, A.(2004)。Raising the Quality of Home Care: A Study of Srvice Users’ Views。Social Policy & Administration，38(3)，290-305。  new window
3.Bovaird, T.、Halachmi, A.(2001)。Learning from international approaches to Best Value。Policy & Politics，29(4)，451-463。  new window
4.Boyne, G. J.(1999)。Introduction: Process, Performance and Best Value in Local Government。Local Government Studies，25(2)，1-15。  new window
5.Lewis, M.、Hartley, J.(2001)。Evolving Forms of Quality Management in Local Government: Lessons from the Best Value Pilot Programme。Policy & Politics，29(4)，477-496。  new window
6.Martin, S.、Davis, H.(2001)。What Works and for Whom? The Competing Rationalities of 'Best Value'。Policy & Politics，29(4)，465-475。  new window
7.Watson, D.(2003)。The Development of Total Quality Management in the Personal Social Service: Realities, Limitations and Opportunities with the Modernising Agenda?。Local Government Studies，29(1)，33-50。  new window
8.劉淑瓊(20011200)。社會服務「民營化」再探--迷思與現實。社會政策與社會工作學刊，5(2)，7-56。new window  延伸查詢new window
9.Davis, H.、Martin, S.(2002)。Evaluating the Best Value Pilot Programme: Measuring ‘Success’ and ‘Improvement’。Local Government Studies，28(2)，55-68。  new window
10.Edebalk, P. G.、Samuelsson, G.、Ingvad, B.(1995)。How elderly people rank-order the quality characteristics of home services。Ageing and Society，15，83-102。  new window
11.Knapp, M.、Hardy, B.、Forder, J.(2001)。Commissioning for Quality: Ten Years of Social Markets in England’。Journal of Social Policy，30(2)，283-306。  new window
12.Maile, S.、Hoggett, P.(2001)。Best Value and the Politics of Pragmatism。Policy & Politics，29(4)，509-519。  new window
13.Martin, S.(2002)。The Modernization of UK Local Government – markets, managers, monitors and mixed fortunes。Public Management Review，4(3)，291-307。  new window
14.Schiavo, L. L.(2000)。Quality standards in the public sector: differences between Italy and the UK in the citizen’s charter initiative。Public Administration，78(3)，679-698。  new window
會議論文
1.林萬億(1998)。社會福利民營化：停．看．聽。臺灣社會福利發展？過去、現在、未來學術研討會。臺北：臺灣大學社會學系：中華民國社會福利協會。  延伸查詢new window
研究報告
1.黃源協、黃松林、謝儒賢、蕭文高(2003)。老人福利機構公設民營可行性評估之研究。  延伸查詢new window
2.Needham, C.(2003)。Citizen-Consumers – New Labour’s marketplace democracy。London。  new window
學位論文
1.許宏斌(2003)。強制性競標對社會福利民間部門影響之研究--以高雄市政府居家服務招標委託為例(碩士論文)。國立暨南國際大學。  延伸查詢new window
2.傅彥凱(1997)。老人自費安養中心服務品質之實證研究 – 以台北市為例。東吳大學。  延伸查詢new window
圖書
1.Department of Environment, Transportation and Regions(1998)。Modernising Local Government: Improving Local Services through Best Value。London：Department of Environment, Transportation and Regions。  new window
2.Thomas, P.、Palfrey, C.、Phillips, C.(1994)。Evaluating health and social care。London, UK：Macmillan Press。  new window
3.Zeithaml, V.、Parasuraman, A.、Berry, L.(1990)。Delivering Quality Services。New York：The Free Press。  new window
4.DoH(2000)。A quality strategy for social care。London：Department of Health。  new window
5.Osborne, Stephen P.、Nutley, Sandra(1994)。The Public Sector Management Handbook。Longman。  new window
6.Moullin, M.(2002)。Delivering Excellence in Health and Social Care。Buckingham：Open University Press。  new window
7.Adams, R.(1998)。Quality Social Work。London：Macmillan。  new window
8.Ellis, R.、Whittington, D.(1998)。Quality Assurance in Social Care: An Introductory Workbook。London：ARNOLD。  new window
9.James, A.、Brooks, T.、Towell, D.(1992)。Committed to Quality: Quality Assurance in Social Service Departments。London：HMSO。  new window
10.Martin, V.(2003)。Leading Change in Health and Social Care。London：Routledge。  new window
11.Martin, V.、Henderson, E.(2001)。Managing in Health and Social Care。London：Routledge。  new window
12.Miller, Christopher(2004)。Producing Welfare: A Modern Agenda。Palgrave Macmillan。  new window
13.Morgan, Colin、Murgatroyd, Stephen(1994)。Total Quality Management in the Public Sector: An International Perspective。Bristol, PA：Open University Press。  new window
14.Smyth, C.、Simmons, L.、Cunningham, G.(1999)。Quality Assurance in Social Work: a standards and audit approach for agencies and practitioners。London：National Institute for Social Work。  new window
15.Bamford, T.(2001)。Commissioning and Purchasing。London。  new window
16.Berseford, P., et al.(1997)。Quality in personal social services: the developing role of user involvement in the UK。Developing Quality in Personal Social Services \\ Evers, A., et al (eds.)。Vienna。  new window
17.Black, S.(1994)。What Does the Citizen’s Charter Mean?。Performance Review and Quality in Social Care \\ Conner, A. ; Black, S. (eds)。London。  new window
18.DETR(1998)。Modern Local Government – In Touch With The People。London。  new window
19.DoH(1998)。Modernising Social Services – Promoting independence, Improving protection, Raising standards。London。  new window
20.DoH(2002)。Quality in Social Care – The National Institutional Framework。London。  new window
21.Enticott, G., et al.(2002)。Best Value in English Local Government。London。  new window
22.Gaster, L.、Squires, A.(2003)。The conceptual framework: stakeholders, values, objectives and definitions。Providing Quality in Public Sector: A practical approach to improving public services \\ Gaster, L. ; Squires, A. (eds.)。Maidenhead。  new window
23.Henwood, M.、Lewis, H.、Waddington, E.(1998)。Listening to Users of Domiciliary Care Services: Developing and Monitoring Quality Standards。Leeds。  new window
24.James, A.(1994)。Reflections on the Politics of Quality。Performance Review and Quality in Social Care \\ Conner, A. ; Black, S. (eds)。London。  new window
25.Kavanagh, I.、Parker, D.(2000)。Contracting Out of Local Government Services in the UK: A Case Study in Transaction Costs。Birmingham。  new window
26.Kirkpatrick, I.、Lucio, M. M.(1995)。The use of “quality” in the British government’s reform of the public sector。The Politics of Quality in the Public Sector \\ Kirkpatrick, I. ; Lucio, M.M. (eds)。London。  new window
27.Leckie, T.(1994)。Quality Assurance and Social Work。Performance Review and Quality in Social Care \\ Conner, A. ; Black, S. (eds)。London。  new window
28.Martin, L. L.、Ketter, P. M.(1996)。Managing the Performance of Human Services Program。London。  new window
29.Qureshi,H., et al.(1998)。Outcomes of Social Care for Older People and Carers。Practice guidance series。York。  new window
30.Raynes, N., et al.(2001)。Quality at Home for Older People: Involving Service Users in Defining Home Care Specifications。Bristol。  new window
31.Sinclair, I.、Gibbs, I.、Hicks, L.(2000)。The Management of Effectiveness of the Home Care Service。York：Social Work Research and Development Unit, University of York。  new window
32.Turner, M.(1998)。The Subjectivity of Outcomes。Outcomes of Social Care: A question of quality? \\ Ballock, S. (ed)。London。  new window
33.Warr, B.、Kelly, D.(1992)。What is meant by quality in social care?。Quality Counts: Achieving Quality in Social Care Services \\ Warr, B. ; Kelly, D. (eds)。London。  new window
其他
1.Martin, S., et al.(2003)。Evaluation of the long-term impact of the Best Value regime: Baseline report, Centre for Local and Regional Government Research。  new window
2.Pfeffer,N.，Coote, A.(1991)。Is Quality Good for You? – A critical review of quality assurance in welfare services，London。  new window
圖書論文
1.Hammer, T.(2003)。Introduction。Youth unemployment and social exclusion in Europe: A comparative study。UK：The policy press。  new window
2.Coote, A.(1994)。Performance and quality in public services。Performance review and quality in social care。London：Jessica。  new window
3.Dunnachie, H.(1992)。Approaches to Quality Systems。Quality Counts: Achieving Quality in Social Care Services。London：Whiting & Birch Ltd.。  new window
4.Gaster, L.、Squires, A.(2003)。Conclusions and Reflections。Providing Quality in Public Sector: A practical approach to improving public services。Maidenhead：Open University Press。  new window
5.Gaster, L.、Squires, A.(2003)。The Public Policy Context。Providing Quality in Public Sector: A practical approach to improving public services。Maidenhead：Open University Press。  new window
6.Kelly, D.、Warr, B.(1992)。The challenges of the quest for quality in social care services。Quality Counts: Achieving Quality in Social Care Services。London：Whiting & Birch Ltd.。  new window
7.Kirkpatrick, I.、Lucio, M.(1995)。Introduction: The Politics of Quality in the Public Sector。The Politics of Quality in the Public Sector。Routledge。  new window
8.Shaw, I.(1995)。The quality of mercy: The management of quality in the personal social services。The Politics of Quality in the Public Sector。London：Routledge。  new window
 
 
 
 
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