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                3．2．2 客户满意度之决定-------------------------------------------------------------25 

 

4 

  资讯及分析--------------------------------------------------------------------------------27 

      4．1  机构表现量度及分析---------------------------------------------------------------------27 

                4．1．1  表现量度------------------------------------------------------------------------27 

                4．1．2  表现分析------------------------------------------------------------------------29 

      4．2  资讯管理------------------------------------------------------------------------------------29 

                4．2．1  数据的可用性------------------------------------------------------------------30 

                4．2．2  硬件及软件的质素------------------------------------------------------------31 

 

5 

  人力资源为本------------------------------------------------------------------------------32 

      5．1  工作系统------------------------------------------------------------------------------------32 

                5．1．1  工作系统------------------------------------------------------------------------32 

      5．2  员工教育、训练及发展------------------------------------------------------------------34 

                5．2．1 员工教育、训练及发展-------------------------------------------------------34 

      5．3  员工福利及满意度------------------------------------------------------------------------37 

                5．3．1  工作环境------------------------------------------------------------------------37 

                5．3．2  员工支援气候及满意度------------------------------------------------------37 

 

6 

  流程管理-----------------------------------------------------------------------------------39 

      6．1  主品及服务流程---------------------------------------------------------------------------39 

                6．1．1  设计流程------------------------------------------------------------------------39 

                6．1．2  服务提供流程------------------------------------------------------------------41 

      6．2  业务流程------------------------------------------------------------------------------------42 

                6．2．1  业务流程------------------------------------------------------------------------42 

      6．3  支援流程------------------------------------------------------------------------------------44 

                6．3．1  支援流程------------------------------------------------------------------------44 

 

7 

  商业表现绩效------------------------------------------------------------------------------46 

      7．1  客户为主成绩------------------------------------------------------------------------------46 

                7．1．1  客户满意程度成绩------------------------------------------------------------46 

      7．2  财务及市场成绩---------------------------------------------------------------------------51 

                7．2．1  财务及市场成绩---------------------------------------------------------------51 

      7．3  人力资源成绩------------------------------------------------------------------------------53 

      7．4  机构表现绩效------------------------------------------------------------------------------55 

                7．4．1  运作成效------------------------------------------------------------------------55 

                7．4．2  公民责任表现------------------------------------------------------------------57