| 题名 |
送餐服務輸送之困境與突破－以弗傳慈心基金會為例 |
| 并列篇名 |
The Dilemma and Breakthrough of Food Delivery Service - A Case Study of Taichung Fu Chuan Tzu Shin Social Welfare Foundation |
| 作者 |
黃惠君(Hui-Jun Huang)；廖淑娟(Shuchuan Liao) |
| 关键词 |
送餐服務 ； 組織管理 ； 夥伴關係 ； 合作社 ； food delivery service ； organization management ； partnership ； cooperatives |
| 期刊名称 |
台灣健康照顧研究學刊 |
| 卷期/出版年月 |
23期（2021 / 01 / 01） |
| 页次 |
22 - 51 |
| 内容语文 |
繁體中文 |
| 中文摘要 |
本研究旨在了解弗傳慈心基金會之送餐服務體系的組織管理與運作方式，如何解決問題以突破困境及發展外圍組織以創造服務品牌。以送餐服務輸送、營運管理、結盟合作社三方面為探討重點。本研究以基金會之管理者、提供服務者與受服務者為研究對象，採質性研究之深度訪談法來進行資料蒐集，並根據研究的問題與目的來設計訪談大綱，採半結構式的訪談方式對研究對象進行訪談。其研究結論如下：一、組織發展送餐服務與體系管理：基金會在居家送餐服務體系中已發展出明確的部門管理人員以及相關服務規範，但因送餐服務的運作過程非常複雜，欲使服務輸送順暢，則必須有足夠的人力及經過專業訓練，並透過組與組、部門與部門間的討論與決策，使得管理體系得以更加順暢，亦為達到CORPS模式五者平衡的發展。二、送餐服務之困境與突破方式：營運送餐服務問題可分為行政問題、餐食問題、人力問題及財務問題之四大面向。說明組織透過分層管理運作的方式，以改善業務管理上的問題；由社工與營養師區分階段性之服務來處理餐食問題；透過教育訓練和新增工作職位等方式，來改人員流失的問題；透過簽訂契約、定期服務追蹤等方式來減少溢領的困境，以提升服務量來增加營收回饋機會。三、發展夥伴關係與創造服務品牌：組織已不再遵循傳統的營運方式，開始思考與其他同異質性的團體進行合作，成為夥伴關係，也因為他們有相同的經營理念和目標，可分享彼此的資訊和資源，且考量一般社會大眾對於非營利組織的認知仍為不做營利行為的觀念，因此透過連結合作社的方式來區隔服務營利之性質。並透過與合作社之實體店面的合作，來創造組織的服務品牌，以推廣送餐服務的無形的價值與觀念。 |
| 英文摘要 |
This research aims to understand the organization, management and operation of the food delivery service system of the Fu Chuan Tzu Shin Foundation. It focuses how to solve problems to break through difficulties and develops peripheral organizations to create service brands. This research focuses on three aspects: food delivery service, operation management, and alliance cooperatives. This research uses foundation managers, service providers, and service recipients as the research participants, and uses in-depth interviews of qualitative research to collect data. According to the research questions, the interview outline was designed, and the research participants were interviewed in a semi-structured interview method. The research conclusions are as follows: 1. Organization food delivery service development and system management: The Foundation has developed clear department managers and related service specifications in the food delivery service system, but the operation process of the delivery service is very complicated. For smooth service delivery, it must have enough manpower and professional training. And through discussion and decision-making between groups and departments, departments and departments, the management system can be smoother, and it is also a balanced development of the five CORPS model 2. Dilemma and breakthrough methods of food delivery service: The Dilemma of operating food delivery service can be divided into four major aspects: administrative problems, meal problems, manpower problems and financial problems. The breakthrough direction is explained as follows: 1. Explain that the organization uses hierarchical management to improve business management problems; 2. social workers and dietitians distinguish phased services to deal with meal problems; 3. through education and training and new job position opening to solve the problem of staff turnover; 4. by signing contracts, regular service tracking, etc., to reduce the difficulties of over-earnings, to increase the service volume and increase the opportunities for return 3. Develop partnerships and create service brands: The organization no longer follows traditional operating methods, and begins to think about cooperating with other groups of the same and heterogeneity and then becomes partnerships. They have the same business philosophy and goals, and they can share information and resources with each other. Considering that the general public's perception of non-profit organizations is still the notion of non-profit behavior, the nature of service profit can be distinguished by linking cooperatives. Through the cooperation with the physical storefront of the cooperative, the organization's service brand is created to promote the intangible value and concept of the food delivery service. |
| 主题分类 |
醫藥衛生 >
預防保健與衛生學 醫藥衛生 > 社會醫學 |
| 参考文献 |
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