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|Title: ||臺北市交通事件裁決所績效指標建構之研究 : 以平衡計分卡觀點|
|Other Titles: ||Study of constructing performance indicators for Taipei City Traffic Adjudication Office : from the perspective of balanced scorecard|
台北市交通事件裁決所績效指標建構之研究 : 以平衡計分卡觀點
|Authors: ||劉美纓;Liu, Mei-Ying|
|Keywords: ||平衡計分卡;策略地圖;層級分析法;BSC;Strategy Map;AHP|
|Issue Date: ||2014-01-23 14:12:52 (UTC+8)|
Influenced by revolution of concepts and enforcement on traffic laws, Taipei City Traffic Adjudication Office’s total amount of fines received has presented annual declines in recent years. Plus, fines are with a nature of penalty. Traditional approaches focusing on financial evaluation intend to lead civilians misunderstanding that the government is robbing. Contrarily, the objective of legal enforcement on traffic is out of focus. Therefore, a well-balanced performance evaluation system is needed to be built.
This study makes use of Balanced Scorecard’s point of view and also makes organization’s commitment, core value, and vision as the first principle. Further, customer satisfaction survey is also a reference. From the four major dimensions of budget, customer, administration, and human resource, this study uses deep interview approach to build twelve strategic objectives and thirty one performance indicators which are representative and appropriate and are recognized by decision makers. Furthermore, the causal relation should be developed and conveyed by a strategy map. Last but not least, it would provide the suggestion of weighted allocation with hierarchy analyst.
The conclusion of this study exhibits and suggests as follows.
First of all, the commitment, core value, and vision of Taipei City Traffic Adjudication Office are highly recognized by decision makers, and consequently, multiple payment channels allowing citizens to settle payment due are developed. Further, the resources of Organization are reallocated to respond to citizens’ questions and claims and procedures of fines collecting. It is emphasized that administration measures should be recognized and trusted by citizens. Plus, if expertise of staff is improved, commitment of Organization can be completed.
Secondly, weighted allocation indicates that dimension of customer is attached greatest importance. Dimensions of human resource and administration are equally regarded, and dimension of budget is regarded least. Convenient and transparent service is carried weight by Strategic objectives. Regarding to the indications with high importance, they do not lay particular stress on individual dimension.
Lastly, the suggestion on Taipei City Traffic Adjudication Office is to improve internet inquiry and payment system and to develop training measures with creativity and keep the track of performance. Also, based on the conclusion of this study, target values of performance indications and action plans are to be built continuously. In order to make a breakthrough on the bottle neck of single financial performance evaluation, a balanced performance evaluation system should be carried out.
|Appears in Collections:||[公共行政學系暨研究所] 學位論文|
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