[[alternative]]The Study of the Difficulties and Performances of Government Enterprises Implementing ISO 9000(2000)

[[abstract]]在知識經濟與服務業時代來臨的競爭激烈經營環境中，如何才能提升顧客滿意度是經營管理者非常關心的問題。為能滿足顧客對品質之要求及提升競爭力，許多企業積極推動ISO 9000品質管理系統。近年來，政府為提高民眾對政府相關單位與國營企業之滿意度，積極透過各項措施來提昇效率，部份國營企業更導入ISO 9000品質管理系統，期能降低成本、提昇經營績效與競爭力，然而實施成效如何仍待進一步檢視。本文擬以鐵路局、稅捐處、地政事務所、戶政事務所等四家已實施ISO 9000之國營企業為例，透過問卷調查搜集相關資訊並做實證分析，期能獲知其推動ISO 9000所面臨之困難、成功的關鍵因素與對經營績效之影響。經實證分結果顯示：國營企業推動ISO 9000可獲六項具體效益：提升整體形象、增加民眾信賴度、提昇客戶滿意度、改善國營企業之競爭力、降低顧客抱怨與改服務品質。[[abstract]]As knowledge economy and service industry generation coming, how to improve customer satisfaction in the competitive environment is the issue that managers are concerned about. In order to satisfy customers’ demand and enhance competitiveness, many companies promote ISO 9000 quality management system actively. In recent years, government improve efficiency through many kinds of measures to improve satisfaction of the public to government enterprises. Part of government enterprises expect to decrease cost and and enhance performance improvement and competitiveness, they adopt ISO 9000 quality management system. But, let’s take a second look at how the result of implementation is. The paper take four government enterprises, Taiwan Railways Administration, Revenue Service Office, Land Administration Bureau and Household Registration Office for example to collect information through questionnaire and empirical analysis. In order that when implementing ISO 9000, we expect to know the difficulties we face, successful key factor and influence of operating performance. Empirical analysis show six concrete benefit that government enterprises implementing ISO 9000: enhancing overall image, increasing public trust, promoting customer’s satisfaction, improving ompetitiveness of government enterprises, decreasing customer complainy and better service quality