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研究生:張筳裕
研究生(外文):Chang, Ting-Yu
論文名稱:績效管理應用於台北大學學生事務處之研究-以平衡計分卡為例
論文名稱(外文):Performance management applied in National Taipei University Student Affairs – with the Balanced Scorecard as Example
指導教授:劉祥熹劉祥熹引用關係
指導教授(外文):LIU, HSIANG-HSI
學位類別:碩士
校院名稱:國立臺北大學
系所名稱:公共行政暨政策學系
學門:社會及行為科學學門
學類:公共行政學類
論文種類:學術論文
論文出版年:2006
畢業學年度:95
語文別:中文
論文頁數:338
中文關鍵詞:績效管理學生事務處平衡計分卡
外文關鍵詞:Performance ManagementStudent Affairs OfficeBalanced Scorecard
相關次數:
  • 被引用被引用:17
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大學法修正公佈後,全國大專院校的訓導處即更名為學生事務處,簡稱學務處。學務處下之組織分為課外活動組、諮商輔導組、就業輔導組、衛生保健組、生活輔導組、僑外生輔導組、軍訓教官室等。對大學生的生活而言,學務處扮演著重要的角色,學務處績效管理之良窳深深地影響著每位同學,因此有必要知道影響學務處績效管理之重要因素,平衡計分卡是績效管理與策略管理的好工具,因此應用平衡計分卡探討台北大學學生事務處之績效管理,能尋出影響學務處經營與管理績效之關鍵因素。
經由實證分析發現,結果如下:
一、 影響職員績效的主要因素
分別為「職員才能表現與檢討改進」「服務態度與大公無私」、「服務便民與策劃、組織能力」、「職員工作質量」。
二、 影響學務處績效的主要因素
學務處績效在財務構面的重要指標是「經費利用與預算控制、成長」、「預算支用」;在顧客構面的重要指標是 「對學務處使用增加」與「及時回應學生需求」、「服務品質與事後維繫」、「學生對申辦事項的參與程度」;內部流程構面的重要指標是「計畫管理、執行與協調」、「整體形象與資訊開放」、「服務流程」;學習成長構面的重要指標是 「職員在職教育、申訴與工作配合度」、「科技論文與工作負荷」、「離職率與升遷」。
三、 影響學生事務處服務品質的重要因素
學務處的35服務項目,可以簡化為8項指標,分別是「學生生輔事項」、「學生衛生、課外活動與校園徵才」、「僑生事宜」、「軍訓教育、家長座談與週會」、「軍訓行政、重修與預官考選」、「工讀、獎助學金與就學貸款」、「入學輔導與諮商工作坊」、「社團評鑑與社團經費補助」。
After the revision of the Law of University, the disciples in Taiwan’s universities and colleges change the name for the Student Affairs Office , the abbreviation is Office of Student Affairs.


Under the Student Affairs Office , it is divided into the Extracurricular Activities Section, the Student Counseling Section, the Career Counseling Section, the Health Care Section, the Student Conduct and Campus Life Section , the Overseas Chinese and Foreign Students Affairs Section, and the Military Education Division . .


As to university student's life, the student affairs office plays an important role. The quality of performance management of the student affairs office affects each schoolmate deeply. Therefore it has the necessity to know the important attribute influencing the student affairs office. The balanced scorecard is a nice tool to evaluate both for strategy management and performance management. By applying the balanced scorecard measures
to explore the performance management of the student affairs office in Taipei University, this thesis has found key f actors affecting the performance management of Taipei University Student Affairs Office.


By way of real diagnosis analysis ,the main results can be shown as follows:
Firstly, the factors affecting the staff member achievements are "ability and performance of the staff member and self-criticism improvement ", "the service attitude and unselfishness", "the convenient service with plans, the organization ability" and "work quality and quantity of the staff member ".



Secondly, primary factors influencing the student affairs office can be described respectively:
In the “financial perspective” , important indicators are "the fund use with the control and growth of the budget" and "the budget expenditure". In the “customer perspective”, important indicators are " increase the use of the student affairs office " and "promptly responds the student demand", "the service quality with afterwards maintains" and "the student applying for the item participation degree". In the “internal process perspective”, important indicators are "the plan management, the execution and the coordination", "the overall image and open information " and "the service flow". In the “learning and growth perspective”, important indicators are "the staff member career education, the appeal and the work matches proper", "the technical paper and the working load" and "leaving job rate and promotion".

Thirdly, the important attributes affecting the quality of the student affairs office can be depicted respectively:
Thirty-five services projects of the student affairs office may simplify in eight targets, and they are respectively "life careering items", "the student health, the extracurricular activity and campus recruiting", " the overseas Chinese and foreign students affairs concerned", "the military training education, the parents discussion and the week meeting", " the military training administration, repairs and the pre-official examination", " the part-time employee , grants and scholarships with the school loan", "enrollment counseling with consulting workshop" and "the evaluation and fund subsidy of the student's clubs".



Key words:Performance Management , Student Affairs Office, Balanced Scorecard
第壹章 緒論----------------------------------------------1
第一節 研究背景與動機----------------------------------1
第二節 研究目的----------------------------------------4
第三節 研究方法與步驟----------------------------------4
第四節 研究對象、範圍與資料來源 -----------------------7
第五節 論文架構 ---------------------------------------7

第貳章 台北大學學生事務處運作分析 -----------------------9
第一節 大專院校訓輔體制的演變--------------------------9
第二節 台北大學學生事務處各部門業務--------------------11
第三節 學生事務工作相關問題之說明相關問題現況之說明 ---25

第参章 理論基礎與文獻回顧--------------------------------43
第一節 理論基礎----------------------------------------43
第二節 文獻回顧----------------------------------------108
第二節 本章小結----------------------------------------122

第肆章 模式建立、問卷設計與相關計量方法------------------125
第一節 基本模式建立與問卷題項設計----------------------125
第二節 相關計量方法------------------------------------136

第伍章 實證結果與分析------------------------------------141

第一節 職員績效考核與學務處績效之分析-------------------141
第二節 學務處服務品質調查分析--------------------------182
第三節 本章小結----------------------------------------267

第陸章 結論與建議 ---------------------------------------269
第一節 研究結論 --------------------------------------269
第二節 建議與未來研究方向 ----------------------------274

參考文獻-------------------------------------------------282
附錄1學務處問卷-----------------------------------------304
附錄2學生問卷-------------------------------------------309
附錄3 臺北大學94年度學生事務工作自我評鑑訪評委員意見回覆表--313
附錄4國立臺北大學學生事務工作(95~97年)三年中長程發展計畫---325
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70.曾慈君(民91),以平衡計分卡建構企業國際化之績效衡量模式,長榮大學經營管理研究所碩士論文。
71.曾菁天(民91),我國小學教師工作績效評量指標研究--平衡計分卡觀念之應用,淡江大學教育政策與領導研究所碩士論文。
72.傅木龍(民90),跨世紀大學學生事務工作發展與輔導,兩岸大專院校學生事務-社團輔導學術研討會論文。
73.賈英富(民92),愛心點頑石之頭-生輔工作十年有感,東吳大學學生事務與社團輔導第三輯。
74.楊子江、王美音譯(民86),創新求勝:智價企業,台北:遠流。
75.楊昌裕(民92),新世紀學生事務工作的任務與品質的提升,學生事務與學生事務與社團輔導第三輯,東吳大學課外活動組。
76.楊世芳(民89),研究知識管理與學校整體校務發展績效關聯性之探討,中華大學工業工程與管理研究所碩士論文。
77.楊俊雄(民90),平衡計分卡之規劃與設計-以彰化縣彰化市戶政事務所為例,大葉大學事業經營研究所碩士論文。
78.楊美慧(民90),非營利組織績效指標建構之探討-以財務中心為例,國防管理學院國防財務資源研究所碩士論文。
79.褚秀敏(民87),關鍵成功因素與績效評估制度關連性之研究-以郵局為例,國立臺灣大學會計學研究所碩士論文。
80.劉姵君(民91),以平衡計分卡觀點探討無線電視台績效評估之研究,銘傳大學傳播管理研究所碩士論文。
81.郭榮興(民90),以平衡計分卡觀點探討我國女性軍官績效評估之研究,國防管理學院資源管理研究所碩士論文。
82.廖冠力(民90),以平衡計分卡來探討績效衡量指標-以國立成功大學學生事務處為例,國立成功大學工業管理研究所碩士論文。
83.樂為良譯(民88),Bill Gates著,數位神經系統—與思考等快的明日世界,台北:商周。
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86.陳金貴(民89),學生涉入理論運用在學生事務的探討,發表於東吳大學「第一屆全國大專院校學生事務-社團輔導工作學術研討會」。
87.陳尚興(民91),知識管理機制、企業文化與組織創新關係之研究,靜宜大學企業管理學系碩士論文。
88.陳明璋(民89),平衡計分卡在中小企業的應用,國立台北大學企業管理研究所碩士論文。
89.陳玫燕(民93),大學院校學生事務處服務品質與滿意度之研究,元智大學管
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90.陳偉華(民91),基層官僚機關服務品質衡量之研究﹕以臺北市戶政機關為
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91.陳瑞娥(民93)大學校院學生事務處組織學習與組織效能關係之研究,國立臺灣師範大學公民教育與活動領導學系在職進修碩士班碩士論文。
92.蔡正宏(民85),ISO 品保制度認知之研究-以服務業為例,國立中興大學會計學研究所碩士論文。
93.蔡尚錫(民91),以平衡計分卡應用於國際獅子會之績效評估,中華大學科技管理研究所碩士論文。
94.蕭梅苓(民88),物流中心績效指標之研究,國立台北大學會計系碩士論文。
95.賴順振(民89),顧客導向品質手法之評析-以選課作業為例,中原大學工業工程學系碩士論文。
96.賴麗香(民92),平衡計分卡之規劃與設計-以某私立技術學院為例,中原大學會計研究所碩士論文。
97.鄭秀香(民89),台北市咖啡連鎖店顧客滿意度之研究,中國文化大學生活應用科學研究所碩士論文。
98.鄭肇楨(民 76),最新心理學。台北:文帥出版社。
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102.魏駿吉(民90),研究財務自主性對學校經營效率影響,以我國國立大學校院校務基金為例,東吳大學會計學系碩士論文。
103.「公務人員考績法」及「公務人員考績法施行細則」。
104.國立台北大學人事室公務人員考績表填寫範例說明(附件)。
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三、網站
1. http://www.cdn.com.tw/live/1998/11/25/text/871125e8.htm
2. www.cgu.org.tw/2004jga/dach/paper/07/07-O-06.doc
3. http://home.kimo.com.tw/ecdctw/MBTI.htm
4.http://www.edu.tw/EDU_WEB/EDU_MGT/DISPL/EDU1853001/temp/bimonthly/8701
5. http://www.ntpu.edu.tw/admin/a8/news.php
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