行政服務變革管理之因應策略探討
戰寶華、陳惠珍
《摘要》
臺灣社會環境變遷迅速，促使各項行政服務措施必須具備創新思維，以因應未來變革之需求，因為成功之變革管理對任何組織皆是至為重要，以利能在目前競爭激烈且不斷變化之情境中生存與發展。然而如何規劃適切可行流程並預防偏誤，進而發揮組織核心價值，實乃行政服務變革管理之重要課題。爰此，本文綜合變革管理、市場區隔、消費價值、共創價值、服務品質等理論觀點，提出三倍速（3´SPEED）之行政服務變革管理的因應策略做法，包含變革前之明辨深思（speculation）與妥適準備（preparation）、變革中之確實執行（execution）、變革後之仔細檢核（examination）與永續發展（development）等層面，期能創造更高之附加效益與達成更佳之變革成效。
[關鍵詞]：行政服務變革、變革管理、共創價值、服務品質
Strategies for Management Reform of Administrative Services
Pao-Hwa Chan, Weigh-Jen Chen
Abstract
Due to the rapid changes of social environment in Taiwan, administrative services should be managed with innovative thinking in response to needs because a successful reform of management is essential to any organization in order to survive and thrive in the highly competitive and continuously evolving circumstances. An appropriate strategy is indispensable to change the management of administrative services to prevent errors, promote performance, and highlight organizational core values. Therefore, based on the concepts of management, market segmentation, consumption value, co-creation value, and service quality, a 3´SPEED framework is proposed for the purpose of greater advantage and better achievement.
Keywords: change in administrative service, change management, co-creation value, service quality