| Summary: | 博士 === 國立暨南國際大學 === 社會政策與社會工作學系 === 107 === With the rapid transformation of population structure in Taiwan, the number of disabled elders increases, so does the time for caring them. Currently, the overall social atmosphere in Taiwan and the resource distribution focus on community care and Home care. However, according to the tendency of long-term care in Taiwan, institutional care will gradually be highlighted and inevitable. Influenced by Welfare Pluralism and Neo-Managerialism, nonprofit organization (NPO) plays a more and more important role in the long-term care. Besides, under the circumstance that the social requirement for accountability increasingly goes up, NPO has to maintain its value of special mission, but meanwhile it faces the awkward situation of limited resources and the increase of clients’ demands. Therefore, performance management becomes a crucial issue while the management of nonprofit long-term care institutions for the elderly is discussed in modern times. According to the mission and nature of NPO, this research bases on social impact to understand the connotation of performance of nonprofit long-term care institutions for the elderly and the predicament on management. It also explores the strategies and implications adopted in the performance management and then analyzes the purpose of organizing performance management and the operation strategies from the perspective of accountability.
The research adopts the qualitative research method and collects data via semi-structured interview, with the purposive sampling of 7 nonprofit long-term care institutions for the elderly in western Taiwan. The individual depth interview is conducted for 24 interviewees, including 9 core administrators, 7 first-line manager or ordinary employees and 8 elders. This research adopts the structure of amendatory performance scorecard of NPO and bases on the changes made by social impact as well as discusses service user, human resource and other stakeholders. Furthermore, the human aspect, organization aspect, government aspect and execution aspect predicaments and bottlenecks faced by nonprofit long-term care institutions for the elderly in performance management are summarized. Meanwhile, according to the structure of NPO in operating the performance management, this research analyzes the five operation process of planning, resource utilization, action process, evaluation and feedback respectively to understand strategies and methods in each process and then explores its meaning for the organizations and management of social service.
After the research result is collated, the main findings and discussion of this research are put forward via the review of theoretical literature related to this research and via the researcher’s viewpoint: Firstly, the social impact of organizations can be achieved and the predicaments that performance management may face can be overcome through the complete and balanced performance target; organizations need to pay attention and understand all the stakeholders and be responsible for them instead of that for the government or specific minority; organizations shall get rid of the causal logic between performance targets to build the performance pattern of virtuous circle. Secondly, the performance management of NPO integrates strategies and shows the idea of multiple accountability, but it can be found that it is mainly focusing on the measurement of performance; the performance of NPO is not individual responsibility, but needs the joint participation and investment of stakeholders. Thirdly, the performance management required by NPO is the “upward” benchmarking learning instead of the “downward” comparison. Fourthly, in performance management, nonprofit long-term care institutions for the elderly also face the dilemma and challenges of “mission vs. survival”, “participation vs. efficiency”, “cooperation vs. competition”, “autonomy vs. control”, and “focusing vs. pluralism”, as well as how to achieve the mutual balance in reality becomes an important topic faced by organizations. The researcher further reviews the research and inspects the theoretical opinions to lay a foundation for future discussion and improvement. Lastly, according to the analysis and discussion on the research result, after inspecting the current environment of long-term care in Taiwan and its implementation status, this research further puts forward suggestions regarding idea, policy and organizational practice for future reference and proposes limitations of this research and the prospect.
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