A STUDY OF THE IMPACT OF ORGANIZATIONAL CULTURE AND ISO QUALITY MANAGEMENT SYSTEM ON THE INTERNAL SERVICE QUALITY AND ORGANIZATIONAL PERFORMANCE-TAKE AN EXAMPLE OF ALL POLICE DEPARTMENTS / BUREAUS IN TAIWAN

碩士 === 南華大學 === 管理科學研究所 === 93 ===   The National Police Agency has been promoted ISO Quality Management System for four years since May, 2001. And it will be finished on the end of 2005.During the project in progressing, the Agency got a lot of opinions including positive and negative from differen...

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Bibliographic Details
Main Authors: Fu-shiang Chen, 陳富祥
Other Authors: Li-Chuan Chu
Format: Others
Language:zh-TW
Published: 2005
Online Access:http://ndltd.ncl.edu.tw/handle/39405190033186718307
Description
Summary:碩士 === 南華大學 === 管理科學研究所 === 93 ===   The National Police Agency has been promoted ISO Quality Management System for four years since May, 2001. And it will be finished on the end of 2005.During the project in progressing, the Agency got a lot of opinions including positive and negative from different kind of units and employee. Thus, to investigate the scene and benefit of ISO Quality Management System promoted by police agency is the main purpose of this research.     Firstly, we reviewed the domestic documents and the foreign ones to investigate the characteristic of ISO Quality Management System, and the scene of ISO Quality Management System promoted by police agency as well as the relationship among Organizational Culture, and the Internal Service Quality and Organizational Performance, then adopted the methodology of questionnaire set the policeman in the police station around all the countries in Taiwan as research subjects, conducting the research of positive philosophy. Those data will be analyzed by factor analysis, reliability analysis, descriptive analysis, ANOVA, correlation analysis, and regression analysis, the main findings are as follow:   1.The result of the four variables of Organizational Culture and ISO Quality Management System and Internal Service Quality along with Organizational Performance as well as its sub-dimension by descriptive analysis is that all variables and all the mean values of each dimensions are all higher than median value 3; among all, the mean values of “ISO Quality Management System” and “Cadre’s Determination” are the highest.   2.Distinguishing between the sexes, age, marital status, the degree of education, service department, tenure, current position, government office and so on, those eight individual attributes have significant difference with Organizational Performance. Age, marital status, the degree of education, tenure, current position and governmental office, these six individual attributes have remarkable difference with ISO Quality Management System.   3.Organizational Culture demonstrates extremely positive relationship with ISO Quality Management System, Internal Service Quality and Organizational Performance; while ISO Quality Management System appears outstanding positive relationship with Internal Service Quality and Organizational Performance. However, Organizational Culture of bureaucrat emerges obviously positive relationship with the solicitous dimension of Internal Service Quality.   4.Organizational culture against ISO Quality Management System and Organizational Culture, ISO Quality Management System against Internal Service Quality and Organizational Culture, ISO Quality Management and Internal Service Quality against Organizational Performance , all have notable positive effects.   5.Organizational Culture causes positive effect on Organizational Performance through ISO Quality Management System and agent variable of Internal Service Quality.