지방자치단체의 TQM에 관한 실증적 연구

Abstract

This study aims to investigate what the successful executive strategy of local governments about TQM is and whether the local autonomous entity is getting its intended results through introduction of TQM. Of course, our country is also being evaluated to get conditional results by introducing TQM, but the evaluation of results about this is only a voluntary evaluation by government officials, and there is rare result investigation or objective study for TQM execution group. Study has been performed under such problem recognition. Positive study has been performed by questionnaire investigation for the government officials belonging to the basic autonomous entities such as Icheon city of Gyeonggi-do, Chilgok-gun of Gyeongbuk, Gangseo-gu of Seoul city, etc. that show very similar type of TQM introduction purpose, etc., and the content of its analysis result can be summarized as follows. First, of the TQM activity elements of local government, participation management, focusing on customer, continuous improvement of process, leadership, etc. was being well operated. This shows that the secure will of local government head about quality management and the systematic apparatus for promotion of TQM are importantly acting, and that the continuous improvement of process for customer focusing and quality production to understand and satisfy desire of customer, the participation of all members to utilize member ability of an organization, etc. is acting as an important element. Secondly, it was found that local government officials do not exactly know who customers are. Generally, although the customer said in TQM is a concept to include external customer and internal customer, the questionnaire response for this shows that only 32.5% of them recognize customer as customer, so it seems that they are substantially not perceiving this exactly. Therefore, the exact understanding of customers by government officials and the clear concept thesis for administration quality should precede so that more customer-oriented administration system may be established through the quality concept of TQM. Thirdly, it has been shown that there is high correlation between TQM activity and results of local government, it was positively proved that TQM activity not only enhances organizational culture, duty satisfaction, and government official satisfaction level, but has remarkable effect on improvement of productivity as well. Fourthly, it can be seen that TQM activity has an effect on organizational culture first of all and has an effect on duty satisfaction, internal customer satisfaction, and productivity enhancement indirectly through this. Such positive analysis has proved that TQM is a new administration management strategy that can establish a customer-oriented and efficient local administration system, so it is being proposed that local autonomous entity need to positively review introduction of TQM. It is a era request to introduce and apply a management technique in order to enhance efficiency of administration quality and service improvement. In our country, central governmental departments and local autonomous entities are trying to find and promote the introduction of management technique. This study investigated the synthetic quality management that has obtained results by introducing management technique to administration in such situation. Suggestive points of policy based on the study result can be summarized as follows. First, it is necessary to change consciousness and attitude of government officials in order to improve quality of administration. Success or failure in governmental innovation depends on change of people. Consciousness and ability of government officials who are in charge of administration work determine quality and quantity of administration service finally. Accordingly, innovation of administration and improvement of administrative service should accommodate change of government officials and make them participate actively. Administration should be changed into a paradigm that is not monopolistically possessed by government officials but is commonly possessed by customers and citizens. Secondly, central government should transfer autonomy resolutely and compose systematic condition so that local governments may introduce new administrative strategy. As local autonomy is executed, local governments are positively introducing new administrative strategy. However, various authorities such as organizational right, personnel right, financial right, etc. are concentrated on central government, so autonom entities are showing limit in introducing new administrative strategy. Therefore, it is necessary to exert a cooperative leadership to transfer authorities concentrated on central government to local governments in large scale in order to establish a competitive local administration system through new administrative innovation. Thirdly, TQM training program of local government should include TQM expert training program in public area. TQM training in local government is mainly performed by TQM experts from civil area. They are short of enough understanding of administration and use data based on a model of civil enterprises, so government officials cannot understand this enough. Accordingly, it is desirable that TQM training program is performed on the basis of success example of other autonomous entities. And, it is desirable to settle internal training program through self manpower development. Fourthly, government officials may regard TQM as a temporary administrative innovation that will be disappearing when the office term of the autonomous entity head who introduced TQM ends. Therefore, it is necessary to not only introduce the local government TQM but obtain ISO certification for administration quality as well. Of course, obtaining ISO certification does not mean completion of TQM, but is only a minimum requirement. However, it seems possible to secure continuity of TQM propulsion even though autonomous entity head is replaced by prescribing a manual regarding management system suitably for ISO standard requirements and announcing this to outside. Fifthly, it is necessary to spread voluntary service activity in order to increase satisfaction of administrative service for customers. In United States, service activities by general residents, religious associations, charity associations, various foundations, universities, expert groups, etc. are becoming the basis of administrative service. We also need to positively introduce the use of civil groups and volunteer service organizations rather than to use only administrative organization in order to provide administrative service. This study can be an important data for local autonomous entities that have currently introduced TQM or will be introducing TQM in the future by searching a TQM execution plan of successful local autonomous entity and proving the results of TQM although it is restrictive through positive analysis.