警察機關創新服務品質之設計 /Design in Police Organization Innovative Service Quality

摘要

警務人員於執行干涉與取締之餘須兼顧服務品質。為了避免警察機關服務參數之間，因欲改善某一參數，而損害到另一個參數之矛盾問題，須設計一套折衷的、系統的服務程序，提供執勤員警在處理事故上可以標準與便利地使用。本研究採用服務設計之工具，即於創造(creation)與反思(reflection)階段，以共同創造(co-creative)方式，採用TRIZ(Theory of Inventive Problem Solving)方法，設計一個基層警察為貼心服務民眾之創新架構；將該法之工程參數轉換成警察服務參數、發展矛盾矩陣(contradiction matrix)、及建立TRIZ的40項警察機關創新原則(innovation principle)；於執行(implementation)階段以臺南市警察局某分局推動之「貼心派出所」為對象。其結果顯示：本研究提供了一套折衷的、系統的警察機關創新服務架構，使基層警員能更精準地、有效地處理面對問題，以滿足民眾深層或隱藏的期望與需求。研究成果可供各警察機關參考使用，使該機關能達成為民貼心服務的目標。

關鍵字：服務設計、TRIZ、創新原則、矛盾矩陣、貼心服務

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