| Summary: | 碩士 === 國立臺北大學 === 公共行政暨政策學系碩士在職專班 === 90 === As time has been marching ahead, public expectation towards better service delivered by the government is also rising. To cope with this trend, the Executive Yuan of ROC has dedicated to improving the administration reform and government reengineering. Hence, followed the examples set by the private sectors, and introduced the entrepreneur spirits into public sectors. The goal of government administration has set to be “Customer first, service first, quality first.” Moreover, ISO has been well adopted by private and public sectors as a management approach. International Organization of Standardization, also known as ISO, was founded in 1946. ISO has been developed into the mainstream of management, and has laid a solid ground for the enterprises to evolve and reform.
The police is part of government services, and is closely related to the daily life of the public. Hence, the National Police Administration (NPA) initiated to introduce the ISO quality management system into policing since March of 2001, and at the initial phase, NPA selected three city/county police departments to experiement the ISO system as part of this project. In practice, these three departments were required to select one precinct and one substation respectively to be certified with ISO 9001.
Due to it is a pioneer and explorative research to study the implementation of ISO system applied on the police service in Taiwan, this study is adopting a practical study approach with references on the ISO literatures obtained from domestic and foreign research. Further, this study also conducted in-depth interviews with the police officers who was in charge of the ISO certification process in order to understand the obstacles and problems occurred during the implementation of ISO certification. Conclusions and policy recommendations were made based upon the findings of this study.
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