Evaluation of the ISOQuality Control System Constructed in Police Bureau-- Case Studies of Public Security and Civil Services

• Main Authors: Cheng-hsiung Yu, 游政雄
• Other Authors: Yang Chih-Cheng
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/33571018719903520294

碩士 === 逢甲大學 === 公共政策所 === 95 === With all of the advances in the 21st century, the constant progress in the democratic society, and knowledge and skills available to the people, the traditional thinking and handling practices have been not able to meet requirements of the general public. The public’s demand with respect to public sector service delivery is on the rise. To meet the needs, the Executive Yuan is promoting the project of “Government Reengineering; Administration Reform” with improving the public service quality to a higher level of convenience and effectiveness as the goal. It requires all levels of public sector to implement the operational management adopted by private businesses and introduce ISO quality management system to improve public service delivery. Police are most frequently contacted by general public, serving as a bridge between the government and the public. Following the instruction from the Ministry of the Interior, the National Police Agency upholds to introduce ISO quality management system to all police units to promote citizen satisfaction with police service quality, improve and ensure the public order, and gain the public’s confidence and support under the concept of “Rule of Law” and “Citizen-centered Service”. After the introduction of ISO quality management system, it is essential to follow up whether the system is being implemented thoroughly and functions correctly, and if it improves the public order, elevates service quality, meets the needs of the public and achieves its mission. Based on theories and literature review, the study aims to examine the factual implementation of ISO quality management system in public safety agencies, and through in-depth interview and relevant information, to analyze and generalize study findings together with recommendations as references to public safety agencies for subsequent implementation of ISO quality management system and as a basic resource for future studies in this field. A. The key findings include: 1. To elevate police service quality through the introduction of ISO quality management system. 2. To promote high levels of citizen satisfaction with police service delivery by the implementation of ISO quality management system. 3. To implement audits thoroughly to develop the function of ISO quality management system to its maximum. 4. To increase the police’s awareness of the importance of ISO through educational training. 5. To encourage full-scale participation in promoting police service to a higher level of convenience and effectiveness for the public. 6. To continue to build the capacity to provide citizen-centered service. 7. To review working procedures and simplify forms. 8. To improve facility effectiveness to promote citizen satisfaction. B. Suggestions: 1. To integrate the various internal polices to address social realities and feelings of the citizenry. 2. To trim and streamline the police duties and general office works. 3. To provide educational training and actively give the information to the public. 4. To strengthen qualitative evaluation. 5. To elevate confidence levels of the public in the police by providing high quality public services. 6. To establish evaluation forms about the performance of duties and general office works; to discover problems and make continuous improvements. 7. To customize the ISO quality management system to fit the needs of public safety agencies