| Summary: | 碩士 === 國立中山大學 === 人力資源管理研究所 === 103 === National Health Insurance Administration(NHIA) is tightly interconnected with medical care and health of the public. In order to offer better service to the public, the Kaoping division service section of National Health Insurance Administration has conducted an approach of quality service management to enhance quality of service. The purpose of this research is trying to find out the effect of implementing quality service management by the service section of Kaoping division toward staffs, the public and the organization of Kaoping division. This studying uses semi structured interviews, which also called unstandardized interviews, of qualitative research to collect data by interviewing 15 senior staffs who have average 19 working experience in Kaoping division.
The outcome of this research shows the followings:
1. The effect toward the staffs(1) The staffs acknowledge that Kaoping division is a learning organization and it has developed an organizational culture of sharing resources(positive response). (2) The staffs has realized the importance of the telephone manner and will pay special attention on it(positive response). (3) The staffs has refused new managerial activities because of increasing work loads(negative response).
2. The effect toward the public: The staffs has learned that a single window can save the time of the public (positive response).
3. The effect toward the organization of Kaoping division: The staffs has believed that this approach can increase efficiency of administration and this can enhance the positive image of Kaoping division(positive response).
In conclusion not every managerial approach is positively accepted by staffs of Kaoping division. However, the majority has given positive feedback. In addition the staffs acknowledge that positive response of the public toward Kaoping division has enhanced the image of Kaoping division and this shows that activities of quality service management has caused recognition on quality of entire service of Kaoping division.
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