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

淡江大學機構典藏 > 商管學院 > 公共行政學系暨研究所 > 學位論文 > Item 987654321/94243

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题名:	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
其它题名:	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
作者:	劉美纓;Liu, Mei-Ying
贡献者:	淡江大學公共行政學系公共政策碩士在職專班黃琛瑜;Huang, Chen-Yu
关键词:	平衡計分卡;策略地圖;層級分析法;BSC;Strategy Map;AHP
日期:	2013
上传时间:	2014-01-23 14:12:52 (UTC+8)
摘要:	受到交通執法觀念與作法革新之影響，臺北市交通事件裁決所近年罰鍰收繳決算數呈現逐年下滑的狀況，加上罰鍰具有處罰性質，傳統偏重財務性考核的方式容易讓民眾解讀為政府搶錢，反而模糊交通執法的目的，因此需要建立出平衡性的績效管理制度。本研究採取平衡計分卡觀點，以組織使命、核心價值及願景為最高指導原則，並參考顧客滿意度調查結果，從預算、顧客、行政程序及人力資源四個主要構面，採用深度訪談法建立出決策人員認為具代表性與適切性之策略目標12項及績效指標31項，並發展其中之因果連結，藉由策略地圖加以表達；再進一步運用層級分析法完成權重配置之建議。本研究結果顯示及建議如次：一、裁決所之使命、核心價值與願景在決策群中得到高度認同，因果連結發展呈現出以多元繳納管道讓民眾自行繳款結案，並將組織資源調整於解答民眾疑慮、申訴及罰鍰催繳作業，強調行政作為要能得到民眾認同並讓其產生信任感，再加上提升從業人員的專業性，最終才能達成機關使命。二、權重配置呈現「顧客構面」最受重視，其次「人力資源構面」及「行政程序構面」二者受重視程度相當，至於「預算構面」則排序最後；策略目標中特別重視「服務便捷透明」；至於具高度重要性之指標並不偏重於單一構面中。三、建議裁決所提升網路查詢與繳款功能並發展創意性教育訓練措施與追蹤成效，並參考本研究結果繼續建立績效指標之目標值與行動方案，推行平衡性之績效管理制度，以突破單一財務性績效衡量之困境。 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.
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