An Application of Quality Function Deployment and Balanced Scoredard to Construct Performance Measurement in Nonprofit Organization－A Case Study of an Early Intervention Institution

• Main Authors: Hsiu-Chin Chen, 陳秀琴
• Other Authors: Hui-Yuan Hsieh
• Format: Others
• Language: zh-TW
• Published: 2008
• Online Access: http://ndltd.ncl.edu.tw/handle/71605527093692474258

碩士 === 國立屏東科技大學 === 高階經營管理碩士在職專班(EMBA) === 96 === The study applies Quality Function Deployment and Balanced Scorecard. to measure strategic performance of early intervention service using Ping-Tung Victory Home as an example. The research shows that strategic map and performance measurement is useful for decision maker in promoting both quantity and quality of services. Basing on Maslow’s theory of demand, a SQ-NEED questionnaire is used to survey the needs of family of developing retardation children . Forty-nine parents of Ping-Tung Victory Home join this study to find out customer’s needs. The results show that most parents emphasizing need of respect in Maslow’s theory of demand. It also shows that the families of developing retardation children needs the respect and acceptation from society. On the second stage, this research uses Analytic Hierarchy Process to survey twenty- two staffs of case institution to examine the importance of strategic objectives and indicators from Balance Scorecard. The results indicate learning and growth being the most important at early intervention institution.To show that all staff have basic value on learning and growing in their professional skills and knowledge. In customer perspective it indicates the need of esteem and knowledge & understanding being the most and second important to customer. Furthermore the results show that parents’ role as children’s helpers is significant to the early intervention treatment. As a result their knowledge and understanding of treatment is crucial to the success of early intervention services. The aesthetic need is not emphasized by ustomer and professional staff. In internal processes, they emphasized on work efficiency, comfortable and safe service environment, and quality of service. It shows institution as professional focusing mostly on objectives of internal processes. In learning and growth, they most emphasized on increasing the professional knowledge and skills but less on the ability of innovation in courses, implying institution concerning professional knowledge and skills rather than innovation in courses. The way of education in institution is still traditional and conservative. In summary this research suggests that institution should emphasize function of internal processes in addition to learning and growth. To assure service quality institution should establish Standard Operation Procedure and rules of service. Besides, it should enhance parent’s education program to increase their knowledge of early intervention. The enhancing of aesthetic concept to staffs and parents can facilitate parents and children to learn self-acceptance.