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• ????????????,?RD Management(SSCI)???????(TSSCI)?
  ??????(TSSCI)?
• ????????????????

3
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1991?2000??13???????20?
?? 1991? 2000? ?? 1991? 2000?
1 ???? ???? 11 ???? ??????
2 ???? ???? 12 ???? ????
3 ???? ???? 13 ??????? ?????
4 ???? ?????? 14 ???? ????
5 ???? ???? 15 ??? ????
6 ????? 7-11???? 16 ?????? ????
7 ???? ???? 17 ???? ????
8 ???? ???? 18 ???? ????
9 ???? ???? 19 ?? ????
10 ?????? ????? 20 ??? ??????
5
???? ???????
?? 1 2 3 4 5
1996 ??? ???? ???? ???? ????
1997 ???? ???? ???? ???? ??
1998 ???? ???? ???? ???? ????
1999 ?? ???? ?? ?? ????
2000 ???? ???? ???? ??? ????
6
???????

• ????-??????
• ???????????????????
• ?????????????????????
• ??????????????????????
• ???????????????????,
  ???????????????????

?????????,?????????,?????????????
?????????Robert W. Olson????????????????
??????,???????????????????????? ???????????
7
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8
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9
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10
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• ?????????????????????,????????????????????????????
  ???????????

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11
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13
??? ?Value?
The fundamental beliefs of the organization
??????????
???????? ???? / ???? / ?? ????????
14
?? ?Mission?
The organization's business
???????????
15
Ritz-Carlton Mission

• Ladies and Gentlemen
• Serving
• Ladies and Gentlemen

16
British Airways Mission (Aircraft Maintenance)
??????????? ??747?????
To be the best and most successful Boeing
747 major maintenance business in the world
17
?? ?Shared Vision?
What the organization hopes to become
??????????
??????? ???????????????????,??????????,???????
?????????
18
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19
???????
20
Reinventing the United States Government (ReGo)

• Progress 1993-1998
• Plans 1998-2001
• Bob Stone
• Italy, May1998

21
SERVING THE AMERICAN PUBLIC BEST PRACTICES IN
Performance Measurement
Benchmarking Study Report June 1997
22
Here are some reference and the honorary dog
story and pictureshttp//www.defenselink.mil/nii/
bpr/bprcd/3002.htm

• 1997 Annual Report Businesslike Government
• PDF Version
• 1996 Annual Report The Best Kept Secrets in
  Government PDF Version Part 1 PDF Version
  Part 2 PDF Version Part 3
• 1996 Annual Report The Best Kept Secrets in
  Government - Digest Version
• PDF Version
• 1995 Annual Report Common Sense Government
• PDF Version Part 1 PDF Version Part 2
• 1994 Status Report Creating a Government that
  Works Better and Costs Less
• PDF Version
• 1993 Report From Red Tape to Results Creating a
  Government that Works Better and Costs Less
• 1993 Report Executive Summary - Creating a
  Government that Works Better and Costs Less

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Our Mission

• In time for the 21st century, reinvent government
  to work better, cost less, and get results
  Americans care about.

26
Help from Business

• from Wal-Mart ...inventory control
• from Citicorpmortgage servicing
• from Disney...customer satisfaction
• from GEcut headquarters
• many others

27
Initial Project Goals

• Bring quality revolution to government
• Report in six months
• Four or eight years to complete work
• Restore Americans trust in government

28
Chang Phase
29
Our Goal

• Restore trust in Americas government
• by providing--

• Best value for each taxpayer dollar
• Best service for customer and regulated
  
  
  
  
  business
• Best workplace for its employees
• Best legacy for our future

30
Trust in government

• Trust is the percentage of people who say
  they trust the government to do the right thing
  all or most of the time

31
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33
9395?????

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• ?5?--?95??,??????????5??

34
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1.?????? 2.???????? 3.????? 4.?????? 5.??????? 6.??????? 7.?????? 8.???????(???????) 9.???????????? 10.???????? 3.89 3.73 3.84 3.63 3.63 4.04 3.63 3.91 3.96 3.69 4.15 4.10 4.12 4.09 3.97 4.15 4.02 4.04 4.32 4.30 .71 .75 .68 .81 .80 .70 .82 .70 .73 .79 .54 .56 .54 .59 .67 .59 .63 .63 .53 .52 694 695 694 695 694 694 694 694 695 695 707 708 710 710 710 707 707 709 710 710
???????37.95 3.795
???????41.26 4.126
36
????-??????
???? ??? ??? ??? ??? ??? ???
???? ? ? ? ? ? ?
1.?????????? 2.???????? 3.?????????? 4.???????????? 5.????????????? 6.????????? 7.????????? 8.?????????????? 9.???????????? 3.99 4.32 4.16 3.74 4.01 4.09 4.05 3.92 4.18 4.30 4.38 4.33 4.11 4.32 4.31 4.31 4.26 4.31 .68 .58 .65 .72 .65 .65 .71 .75 .61 .53 .51 .56 .63 .55 .57 .59 .63 .56 692 694 695 695 695 694 694 695 695 708 709 708 708 709 709 709 708 707
???????36.46 4.051
???????38.63 4.292
37
????-??????
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???? ???? ??? 690 37.98 5.30 1389 -12.61 .000
???? ???? ??? 701 41.28 4.44 1389 -12.61 .000
???? ??? 690 36.48 4.59 1392 -9.03 .000
???? ??? 704 38.65 4.39 1392 -9.03 .000
38
????????
39
????

• ?????????????????????,???????????
• ???1996?4?,?????8?,?????????????????,????????????
  ???????

40
ETC???????

• ???????????????
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41
??????

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???? ????
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42
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44
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45
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  ??,????????????????

47
???????????
48
??????

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49
?????????

• ????????????
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• ????
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• ??????
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50
?????

• ??????????(Davis)
• ?????????,???????????
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51
?????-?????

• Brain Storming ?????(Osborn)
• ????
• ?????
• ?????
• ?????

52
????????

• ????????(Creative Problem Solving
  CPS)-??Osborn??????,?Parnes????
  ?????????????????????
• ??????
• ?????????
• ?????????
• ??????
• ???????????

53
???????

• ????
• ?????? http//www.creativity.edu.tw/
• ????????????????? http//creativity.edu.tw/
• ?????????????? http//po.creativity.edu.tw/modules
  /news/
• ?????????? http//home.kimo.com.tw/burnning_mind/
• ?????????? http//www.nsc.gov.tw/sci/
• ????
• 3M?? http//www.3m.com/
• ??? http//disney.go.com/disneylearning
• ???? http//www.dupont.com.tw/5-02.htm
• ????
• ?????????????? http//www.ccis.nccu.edu.tw/
• ???????? http//www.ccda.org.tw/
• ?????????? http//tim.nccu.edu.tw/croci/
• ????? http//cnet.creativity.edu.tw/
• ???Innovation Wave http//news.creativity.edu.tw/
• ??????? http//www.creativelife.org.tw/

54
Decision Information Center (1st Generation)
55
University of Arizona (2nd Generation)
56
Federal Aviation Administration Washington, D.C
.
57
Portable Lab
Gjensidige Insurance Oslo, Norway
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THE END