警察機關創新æœå‹™å“質之設計 /Design in Police Organization Innovative Service Quality

林東成 Dong-Cherng Lin, 吳昌祚 Chang-Tzuoh Wu, 王柳湘 Liou-Shiang Wang

摘要


警務人員於執行干涉與å–締之餘須兼顧æœå‹™å“質。為了é¿å…警察機關æœå‹™åƒæ•¸ä¹‹é–“，因欲改善æŸä¸€åƒæ•¸ï¼Œè€Œæ害到å¦ä¸€å€‹åƒæ•¸ä¹‹çŸ›ç›¾å•é¡Œï¼Œé ˆè¨­è¨ˆä¸€å¥—折衷的ã€ç³»çµ±çš„æœå‹™ç¨‹åºï¼Œæ供執勤員警在處ç†äº‹æ•…上å¯ä»¥æ¨™æº–與便利地使用。本研究採用æœå‹™è¨­è¨ˆä¹‹å·¥å…·ï¼Œå³æ–¼å‰µé€ (creation)與åæ€(reflection)階段，以共åŒå‰µé€ (co-creative)æ–¹å¼ï¼ŒæŽ¡ç”¨TRIZ(Theory of Inventive Problem Solving)方法，設計一個基層警察為貼心æœå‹™æ°‘眾之創新架構；將該法之工程åƒæ•¸è½‰æ›æˆè­¦å¯Ÿæœå‹™åƒæ•¸ã€ç™¼å±•çŸ›ç›¾çŸ©é™£(contradiction matrix)ã€åŠå»ºç«‹TRIZçš„40項警察機關創新原則(innovation principle)；於執行(implementation)階段以臺å—市警察局æŸåˆ†å±€æŽ¨å‹•ä¹‹ã€Œè²¼å¿ƒæ´¾å‡ºæ‰€ã€ç‚ºå°è±¡ã€‚å…¶çµæžœé¡¯ç¤ºï¼šæœ¬ç ”究æ供了一套折衷的ã€ç³»çµ±çš„警察機關創新æœå‹™æž¶æ§‹ï¼Œä½¿åŸºå±¤è­¦å“¡èƒ½æ›´ç²¾æº–地ã€æœ‰æ•ˆåœ°è™•ç†é¢å°å•é¡Œï¼Œä»¥æ»¿è¶³æ°‘眾深層或隱è—的期望與需求。研究æˆæžœå¯ä¾›å„警察機關åƒè€ƒä½¿ç”¨ï¼Œä½¿è©²æ©Ÿé—œèƒ½é”æˆç‚ºæ°‘貼心æœå‹™çš„目標。

é—œéµå­—：æœå‹™è¨­è¨ˆã€TRIZã€å‰µæ–°åŽŸå‰‡ã€çŸ›ç›¾çŸ©é™£ã€è²¼å¿ƒæœå‹™

 

 

Police officers should balance service quality in performing duties of interferences and clampdowns. In order to avoid the contradiction between the police service parameters and the desire to improve one parameter, a compromise, systematic service procedure should be devised to provide on-duty police officers in dealing with accidents on the standard and convenient use. This work based on service design, in creation and reflection stages using co-creative tool and TRIZ method devises a set of innovative and intimate service framework for the duty polices, transforming engineering parameters into police service parameters, developing contradiction matrix,  constructs 40 innovative service principles for police organization. Tainan Police Department to promote a branch of the " intimate police station" as the object, and the study result reveals that the framework helps make the duty polices manage problems more concisely and effectively to meet deep and hidden requirements and expectations of the public. Research results can be used for reference of the police organization, so that this design to assist the agency to achieve intimate service goals.

 

Key words:

service design, TRIZ (Theory of Inventive Problem Solving),  innovation principle, contradiction matrix, intimate service


關鍵詞


服務設計、魅力品質、TRIZ、創新原則、矛盾矩陣

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