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http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/34344
Title: | 警政機關導入顧客關係管理之研究 The Study of Customer Relationship Management Applied to Police Organization |
Authors: | CHI CHANG 張琪 |
Advisor: | 柯承恩(Chen-en Ko) |
Keyword: | 警政機關,核心價值,顧客關係管理, Police Organization,Core Value,Customer Relationship Management, |
Publication Year : | 2006 |
Degree: | 碩士 |
Abstract: | 警政機關在過去時空背景下,長久以來多居於管理的角色,少有將一般民眾視為顧客來從事顧客關係管理的概念。本研究從建立警政機關的核心價值著手,運用價值鏈分析及參考國內外警政組織對於警察核心價值的宣示,找出我國警政機關應強調保護、正直、與專業的核心價值。再藉由問卷調查方式了解警察與民眾對於警察價值及顧客關係管理思考上的差異,並以警察價值結構圖去分析警政機關導入顧客關係管理的必要性,最後導入企業管理中的顧客關係管理方法做為警政機關改善警民關係的手段,藉由優質顧客關係管理系統的導入,期望達成提供深入且契合民眾所企盼的服務,以提升民眾滿意度與忠誠度,建立優質與專業警察形象。
本研究建議警政機關應及早確認警察核心價值並檢討警察法第二條的警察任務,同時警政機關應積極推動顧客關係管理相關工作,最後建議警政機關應重視警察精神教育,讓警察同仁都能對核心價值有所認知,朝同一方向努力,如此向量的加乘效果將可產生無比的力量。 Under past time and space background, the police organization has long been playing the role as manager and has rarely considered the public as customer to implement the concept of customer relationship management. This study is meant to set up the core value of the police organization. It is intended to find out the core value which should be highlighted by our police organization such as protection, integrity and professionalism by employing Value Chain Analysis and consulting domestic and foreign police organization’s declaration of police core value. It is also intended to find out the different concept of police value and customer relationship management between the police and the public by means of survey questionnaire research and analyze the necessity for the police organization to introduce customer relationship management into it by using police value structure. It is hoped that we can provide an in-depth service which can meet the public’s needs through the introduction of superior customer relationship management system as a measure to improve police-public relationship. In this way, we can promote the public’s satisfaction and loyalty and establish superior and professionalized police image. This study has suggested the police organization to identify the police core value as early as possible and examine the police missions stipulated in Article 2 of the Police Act. Meanwhile, the police organization should also be actively promoting customer relationship management related work. In the end, it has suggested the police organization to pay much attention to the police moral education in order to allow the police fellows to have cognition in the core value which can be a great cohesive source for them so that they can work together and create incomparable power. |
URI: | http://tdr.lib.ntu.edu.tw/jspui/handle/123456789/34344 |
Fulltext Rights: | 有償授權 |
Appears in Collections: | 高階公共管理組 |
Files in This Item:
File | Size | Format | |
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ntu-95-1.pdf Restricted Access | 2.04 MB | Adobe PDF |
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