ERA model: A customer-orientated organizational change model for the public service

Chi-Kuang Clten; Chang-Hsi Yu; Hsiu-Chen Chang

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ERA model: A customer-orientated organizational change model for the public service

机译：ERA模型：面向客户的公共服务组织变更模型

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To propose a three-phase customer-oriented model for organizational change in the public service. It is discussed about the present scenario in government organizations where changes are required to be competitive and also to stand up to the expectations of customers. This aspect is observed from the existence of four performance gaps in the public service system. In order to narrow down these gaps, an organizational change model that consists of three major phases, Le., evaluation, reevaluation, and action (ERA) is proposed. Various features of this model are described and an empirical study is presented to show how the model has been implemented by a Taiwanese governmental organization, the Land Management Bureau of Taoyuan County. The items considered in the questionnaire and the results obtained are presented in detail. (38 refs.)

机译：为公共服务中的组织变革提出一个三阶段的面向客户的模型。本章讨论了政府组织中的当前情况，在这些情况下，需要进行更改才能保持竞争力，并且还要满足客户的期望。从公共服务系统中存在四个绩效差距可以看出这一方面。为了缩小这些差距，提出了一个由三个主要阶段（即评估，重新评估和行动（ERA））组成的组织变革模型。描述了该模型的各种特征，并进行了实证研究，以显示该模型是如何由台湾政府组织桃园县土地管理局执行的。详细介绍了问卷中考虑的项目和获得的结果。（38篇）

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《Quality Control and Applied Statistics》 |2008年第1期|共2页
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Chi-Kuang Clten; Chang-Hsi Yu; Hsiu-Chen Chang;
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机译：ERA模型：面向客户的公共服务组织变更模型
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ERA model: A customer-orientated organizational change model for the public service

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