民主觀點社會服務品質的內涵與管理措施之探討

Exploring the Contents and Managing Measures of Social Service Quality-The Democratic Approach

10.6171/ntuswr2005.11.02

黃源協(Yuan-Shie Hwang)

社會服務品質 ； 品質管理 ； 民主觀點 ； 品質文化 ； social service quality ； quality management ； democratic approach ； quality culture

臺大社會工作學刊

11期（2005 / 06 / 01）

45 - 87

繁體中文

本文主要目的在於從社會服務品質的相關文件與文獻，分析社會服務品質的內涵與要素、追求社會服務品質的障礙、社會服務品質的管理措施及其可能遭遇的兩難或挑戰。商品品質與社會服務品質的特性有其差異性，社會服務品質的觀點已從傳統觀點、科學或專家觀點、管理或卓越觀點，發展到消費主義觀點，進而再發展到當前的民主觀點。這些觀點的融合使得社會服務品質的要素呈現出相當多元的特性，它們在某種程度上可作為改善與提昇社會服務品質的指南。社會服務品質的改善可能遭遇到來自服務輸送體系、組織管理文化、組織設計和員工素質及利害關係人所加諸的障礙，因而現代化的社會服務需要一套可現代化的品質管理策略，其內容主要包括：專業與管理文化的改變、新式服務體系的建構（含一個開放的次體系、一個回應的次體系、一套標準途徑的次體系、以及一套查核的次體系）、利害關係人的參與和承諾、以及員工的投資。這些策略彼此之間是互有關連的，且策略的實踐將關係到社會服務品質各要素之目標的實現。

This paper aims to analyze the meanings, elements, barriers and managing measures and potential challenges of social service quality. There are many differences in the characteristics of product and service quality, in particular in the field of personal social service. Social service quality can be defined in terms of 'objective' factors or 'subjective' perceptions of service users. The perspectives of social service quality have developed from the traditional approach, the 'scientific' or expert approach, the managerial or 'excellence' approach to the consumerist approach, and then to the democratic approach. These approaches have contributed to the production of quality elements of social services, including objective and subjective elements, in particular the democratic one. In practice, the improvement or promotion of social service quality has experienced various challenges and barriers. A modern social service needs a modern quality management strategy. This paper provides four main strategies: (1) changing the professional and managerial culture, (2) constructing a newly social service system, including open, responsiveness, standard approach, audit subsystems; (3) Involving stakeholders in policy-decision and provision process, and further achieving their commitments; and (4) Investing staff. These strategies are related and in relation to the implementation of various elements of social service quality.

1. 宋冀寧、宋麗玉(2001)。社會福利機構服務品質相關因素探討之研究。社會政策與社會工作學刊，5(2)，175-222。
   連結：
2. 劉淑瓊(2001)。社會服務「民營化」再探：迷思與現實。社會政策與社會工作學刊，5(2)，7-55。
   連結：
3. Adams,R(1998).Quality Social Work.London:Macmillan.
4. Bamford, T(2001).Commissioning and Purchasing.London:Routledge.
5. Berseford,P.,S. Croft,,C. Evans,T. Harding,A.Evers (eds)(1997).Developing Quality in Personal Social Services.Vienna:European Centre.
6. Black,S,A.Conner,S.Black (eds)(1994).Performance Review and Quality in Social Care.London:Jessica.
7. Bovaird,T.,A. Halachmi(2001).Learning from international approaches to Best Value.Policy & Politics,29(4),451-463.
8. Boyne,G(1999).Introduction: Process, Performance and Best Value in Local Government.Local Government Studies,25(2),1-15.
9. Coote,A,A.Conner,S.Black (eds)(1994).Performance Review and Quality in Social Care.London:Jessica.
10. Davis, H.,S. Martin(2002).Evaluating the Best Value Pilot Programme: Measuring 'Success' and 'Improvement'.Local Government Studies,28(2),55-68.
11. DETR(1998).Modern Local Government-In Touch With The People.London:HMSO.
12. DETR(Deportment of Environment, Transportation and Regions)(1998).Modernising Local Government: Improving Local Services through Best Value.London:DETR.
13. DoH(1998).Modernising Social Services-romoting independence, Improving protection, Raising standards.London:The Stationery Office.
14. DoH(2002).Quality in Social Care-he National Institutional Framework.London:Department of Health.
15. DoH(2000).A Quality Strategy for Social Care.London:Department of Health.
16. Dunnachie,H,B.Warr,D.Kelly (eds)(1992).Quality Counts: Achieving Quality in Social Care Services.London:Whiting & Birch Ltd.
17. Edebalk,P.G.,G.Samuelsson,B.Ingvad(1995).How elderly people rank-order the quality characteristics of home services.Ageing and Society,15,83-102.
18. Ellis,R.,D.Whittington(1998).Quality Assurance in Social Care: An Introductory Workbook.London:ARNOLD.
19. Enticott,G.,R. M. Walker,A. G.. Boyne,J. S. Martin,E. R. Ashworth(2002).Best Value in English Local Government.London:DETR.
20. Francis,J.,A.Netten(2004).Raising the Quality of Home Care: A Study of Srvice Users` Views.Social Policy & Administration,38(3),290-305.
21. Gaster, L.,A.Squires (eds)(2003).Providing Quality in Public Sector: A practical approach to improving public services.Maidenhead:Open University Press.
22. Gaster, L.,A.Squires (eds)(2003).Providing Quality in Public Sector: A practical approach to improving public services.Maidenhead:Open University Press.
23. Gaster, L.,A.Squires (eds)(2003).Providing Quality in Public Sector: A practical approach to improving public services.Maidenhead:Open University Press.
24. Gaster, L.,A.Squires (eds)(2003).Providing Quality in Public Sector: A practical approach to improving public services.Maidenhead:Open University Press.
25. Henwood,M.,Lewis,H.,E.Waddington(1998).Listening to Users of Domiciliary Care Services: Developing and Monitoring Quality Standards.Leeds:Nuffield Institute for Health.
26. James,A,A.Conner,S.Black (eds)(1994).Performance Review and Quality in Social Care.London:Jessica.
27. Kavanagh,I.,D.Parker(2000).Contracting Out of Local Government Services in the UK: A Case Study in Transaction Costs.Birmingham:Aston Business School Research Institute, Aston University.
28. Kelly,D.,B.Warr (eds)(1992).Quality Counts: Achieving Quality in Social Care Services.London:Whiting & Birch Ltd.
29. Kirkpatrick,I.,M.M.Lucio (eds)(1995).The Politics of Quality in the Public Sector.London:Routledge.
30. Kirkpatrick,I.,M.M.Lucio (eds)(1995).The Politics of Quality in the Public Sector.London:Routledge.
31. Knapp,M.,B.Hardy,J.Forder(2001).Commissioning for Quality: Ten Years of Social Markets in England.Journal of Social Policy,30(2),283-306.
32. Leckie,T,A.Conner,S.Black (eds)(1994).Performance Review and Quality in Social Care.London:Jessica.
33. Lewis, M.,J. Hartley(2001).Evolving forms of quality management in local government: lessons from the Best Value pilot programme.Policy & Politics,29(4),477-496.
34. Maile, S.,P. Hoggett(2001).Best Value and the Politics of Pragmatism.Policy & Politics,29(4),509-519.
35. Martin, S.,H. Davis(2001).What works and for whom? The competing rationalities of 'Best Value'.Policy & Politics,29(4),465-475.
36. Martin, S.,M. R. Walker,G. Enticott,R. Ashworth,A. G. Boyne,L. Dowson,T. Entwistle,J. Lwa,I. Sanderson(2003).Evaluation of the long-term impact of the Best Value regime: Baseline report, Centre for Local and Regional Government Research.Cardiff University.
37. Martin,L.L.,P.M.Ketter(1996).Managing the Performance of Human Services Program.London:Sage.
38. Martin,S(2002).The Modernization of UK Local Government-markets, managers, monitors and mixed fortunes.Public Management Review,4(3),291-307.
39. Martin,V(2003).Leading Change in Health and Social Care.London:Routledge.
40. Martin,V,E.Henderson(2001).Managing in Health and Social Care.London:Routledge.
41. Miller,C(2004).Producing Welfare-A Modern Agenda.Basingstoke:Palgrave Macmillan.
42. Morgan, C.,S.Murgatroyd(1994).Total Quality Management in the Public Sector.Buckingham:Open University Press.
43. Moullin,M(2002).Delivering Excellence in Health and Social Care.Maidenhead:Open University Press.
44. Needham,C(2003).A Catalyst Working Paper.London:The Catalyst Forum.
45. Nutley,S.,S.P.Osborne(1994).The Public Sector Management Handbook.Essex:Longman.
46. Pfeffer,N.,A.Coote(1991).Social Policy Paper.London:Institute for Public Policy Research.
47. Philips,C.,C.Palfrey,P.Thomas(1994).Evaluating Health and Social Care.London:Macmillan.
48. Qureshi,H.,C.Patmore,,E.Nicholas,C.Bamford(1998).Outcomes of Social Care for Older People and Carers, Practice guidance series.York:Social Policy Research Unit.
49. Raynes,N.,B.Temple,,C.Glenister,L.Coulthard(2001).Quality at Home for Older People: Involving Service Users in Defining Home Care Specifications.Bristol:The Policy Press.
50. Schiavo,L.L(2000).Quality standards in the public sector: differences between Italy and the UK in the citizen`s charter initiative.Public Administration,78(3),679-698.
51. Shaw,I,I. Kirkpatrick,M.M.Lucio (eds)(1995).The Politics of Quality in the Public Sector.London:Routledge.
52. Sinclair,I.,I.Gibbs,L.Hicks(2000).Social Work Research and Development Unit.York:University of York.
53. Smyth,C.,L.Simmons,G.Cunningham.(1999).Quality Assurance in Social Work: a standards and audit approach for agencies and practitioners.London:National Institute for Social Work.
54. Turner,M,Ballock,S. (ed)(1998).Outcomes of Social Care: A question of quality.London:National Institute for Social Work.
55. vJames,A.,T.Brooks,D.Towell(1992).Committed to Quality: Quality Assurance in Social Service Departments.London:HMSO.
56. Warr,B.,D.Kelly (eds)(1992).Quality Counts: Achieving Quality in Social Care Services.London:Whiting & Birch Ltd.
57. Watson,D(2003).The Development of Total Quality Management in the Personal Social Service: Realities, Limitations and Opportunities with the Modernising Agenda.Local Government Studies,29(1),33-50.
58. Zeithaml,V.,A.Parasuramar,L.Berry(1990).Delivering Quality Services.New York:Free Press.
59. 林萬億(1998)。社會福利民營化：停看聽。臺灣大學社會系「臺灣社會福利發展：過去、現在、未來學術研討會」，台北:
60. 許宏斌(2003)。碩士論文(碩士論文)。國立暨南大學社會政策與社會工作系。
61. 傅彥凱(1997)。碩士論文(碩士論文)。東吳大學企業管理研究所。
62. 黃源協、黃松林、謝儒賢、蕭文高(2003)。老人福利機構公設民營可行性評估之研究。內政部委託研究。

1. 王滋苑(2016)。從服務使用者角度探究兒童少年保護個案服務處遇之成效。屏東科技大學社會工作系學位論文。2016。1-141。