걆ꦲꙁ덹뭐압ꯈ뻉Ꙗꪺꩁ냈뉺꧀륂뿩닕슴뭐뫞뉺뷒냳돸ꝩ륂뫞93 8932002 뛀ꑳ2003/10/021
돸ꝩꑪ뫵lꭥꢥꅝPP3~7ꅞl걆ꦲꙁ덹ꪺ띎ꝴꅝPP8~13ꅞl압ꯈ뻉Ꙗ꒧ꩁ냈뉺꧀ꅝPP14~25ꅞl떲뷗뭐ꯘ쒳ꅝPP26ꅞl룉ꕒ룪껆ꅝPP27~33ꅞl냝썄뭐끑뷗ꅝꅞl냑ꛒ룪껆ꅝPP36ꅞ2
ꭥꢥlꫀ라롧샙ꅂ걆ꩶ땯깩ꅂ곬엜빅맯걆ꦲ닕슴늣ꗍ궫ꑪ뱶암lꗸ띾뱨ꚸ-ꇡ냪깡뱨ꚸꑏ냲슦-ꇡ꿠ꑏ냲슦l냶ꅹ쑶Ꙙ뫞뉺ꅺꪺ꿠ꑏꅁꣃꯘ멣ꅹ띳ꗁꕄꩶ뉺꣥뵤ꅺl띳ꕀ곶냪깡쑶ꪧ쁵뛕꣺ꡍ꧳걆ꦲꪺ쁵ꩶ뉺3
ꭥꢥ--쑶Ꙙ뫞뉺뭐띳ꗁꕄꩶ뉺꣥뵤l쑶Ꙙ뫞뉺띎ꑀ뫘ꕈꅹ쇉ꞽ뉺뷗ꅺꅝgame theoryꅞ결롧ꅁꕈꅹꓝ룞뫞뉺ꅺꅝparadox managementꅞ결뵮ꅁ멣뽶ꛓꚨꪺ뭻ꪾ멁ꯗ뭐ꛦ결볒ꚡl띳ꗁꕄꩶ뉺꣥뵤ꭨ걏걆ꦲꪺꩶ뉺ꓨꚡ뚷닅Ꙙꕈꑕꕼ쉉ꅇl걆ꦲꪺ닕슴덗볒뭐띾냈뵤돲ꅁ꒩ꕈꙘ뉺꓆셙듮l걆ꦲ꣣돆ꕀ곉왛ꪺ쑀뒺뱵꧊l걆ꦲꪺ덤ꗴ쉫쓝뉍랡ꧺ뵔l걆ꦲꛦ꣏슾앶ꪺꗟ돵뙗땍꒽ꖿ4
ꭥꢥ--쁵ꩶ뉺lꛦ걆뷗맯ꅹ쁵ꩶ뉺ꅺꪺ뷗쏒ꅁꙝ녍띾굉뒺뭐띎쏑멁ꪺ꒣ꙐꅁꚨꙨ꒸꓀ꪺ뉻뙈ꅁ냑ꛒꫭ3-1l1997꙾굞냪ꗁ뚡쒳라Ꙣꩶ뉺뭐ꩫꯟ꒤ꪺ닄ꕼ뚵ꑬ썄녎쁵ꩶ뉺쉫쏾결ꕼ뚵쏶쇤볐lꙘꩫ꧊legitimacyl덤ꗴ쉫쓝accountabilityl녍띾ꪾ꿠competencylꑈ앶ꩫꩶhuman rights and rule of law5
ꭥꢥ--쁵걆ꦲꪺ꽓뷨l뵔ꗟ덤ꗴ쉫쓝l끬ꡄꅹ맪믚ꓤꕘ믹귈ꅺl껉Ꙟ삳ꩁ냈l뙽꧱랾덱뫞륄l뿭ꙵꩫꥷ볐럇l꒽뙽ꡍ떦룪끔l냵ꩫ뙗땍꒽ꖿl둌궫ꗁ늳앶꽱l뒣ꗁ늳뫖곧lꛦ꣏슾앶ꭙ냲꧳덑ꩶ꒧Ꙑ띎6
ꭥꢥ--꒽ꗁꪺꭈꓟ뢨깴l걆ꦲꝀ결뙖Ꙩꅁ꒽ꗁ왛띐뙖썡?lꙨ볆걆ꦲꙝꚹ녈뇦걆ꦲꙁ덹l걆ꦲꙁ덹꿠ꝟ뒣ꩶ뉺꿠ꑏ?l걆ꦲꙁ덹ꪺ뵔꙳ꚳ꒣ꓖ쑡ꛓꖼꡍꪺꪧ쒳ꅁ땍ꛓꅁ걆ꦲꙁ덹맯ꅵ쁵ꩶ뉺ꅶ뭐ꅵ쁵걆ꦲꅶ꧒늣ꗍꪺ뷑Ꙩꖿ궱껄꽱ꅁ걏꒣ꪧꪺ맪l걆ꦲꙁ덹ꪺ꣣엩꒺뉛ꅁ뭐압ꯈ뻉Ꙗꪺꩁ냈뉺꧀7
걆ꦲꙁ덹ꪺ띎ꝴ--끟뵴l걆ꦲꙁ덹ꪺ끟뵴ꅇlꫬ듁ꅇ1978꙾과냪땼꣮궲ꅁ1979꙾껣ꮴ몸ꓒꑈl쉘녩ꅇ1980꙾ꕎꅁ1988꙾ꅁ굞냪껣ꮴ몸ꓒꑈ뒣ꕘꅹ쓲뚥ꓨ껗ꅺꅂ꿃ꛨ쓵ꪺꅹ걆ꦲ닕슴ꩫꅺl궲삣ꑏꅇ1996꙾3ꓫꅁꗑ24귓라귻냪꧒닕ꚨꪺꅵ롧샙ꙘꝀ멛땯깩닕슴ꅶ꒤ꅁꕄ깵Ꙣ셠떲돸ꝩ꒤ꕘꅁ24귓라귻냪ꞡ궱셻ꡈ궫ꪺ궲삣ꑏꅆ삣ꑏꪺ꣓랽ꕝ걁ꗾ뉹롧샙ꪺ뱀꽐쑶ꪧꅁꓟꗍ꒣몡ꪺ꒽ꗁꅁ꣮걆ꦲꪺꓼ뺧ꕄ롱(Cynicism of antigovernment)ꅁꕈꓩ꽱땾궢ꪺ끝걆ꙍ뻷8
걆ꦲꙁ덹ꪺ띎ꝴ--ꥷ롱l걆ꦲꙁ덹ꪺꥷ롱ꅇ-ꇡ슲뫙ꅵ쁹궲륂냊ꅶ(REGO)ꅵ걆ꦲꙁ덹ꅶ(reinvention)ꅁꭙꓥꥸ엩꡴ꕈꅵ덎뉺꧊ꅶ결냲꦳ꅁ뗑꣺ꚨꕜꪺ껗꣒롧엧ꅁꓞ뙩ꅵ쑶ꪧꪺꖫ돵뻷꣮ꅶꕈꅵꚳ껄ꪺ엜빅떦늤ꅶꅁꭐꚨꛦ걆닕슴ꪺ뻣엩신ꮬꅆ싇ꗑꅵ띳꒽Ꙁ뫞뉺ꅶ뭐ꅵ뫞뉺ꕄ롱ꅶꪺꚳ껄놹걉ꅁ궫띳ꯘ멣ꛦ걆ꓥ꓆ꅂ꒽냈ꑈꑏꅂ앶덤쉫쓝ꅂ볺썧꣮ꯗꅂꕈꗘ볐ꗴ냈떥뱨궱ꅁꕈꑪ둔뒣낪걆ꦲ뎡ꪺ껄뉶껄꿠ꅂ빁삳꿠ꑏꅂ궲띳꿠ꑏꅂꕈꩶ뉺꿠ꑏꅁꚳ껄쉘뱗꒽Ꙁꝑ꽱lꥷ롱ꪺꚱꅇꚳ껉걏ꅹ걆ꩶꡍ떦ꅺꪺ늣ꪫꅁ라걹꧳뙈뱸띎롱ꪺ걆ꩶꯅꗜ9
걆ꦲꙁ덹ꪺ띎ꝴ—ꗘꪺ뭐뉺뷗냲슦l걆ꦲꙁ덹ꪺꕄ굮ꗘꪺꅁꭙꙢꅵ신뒫ꅶ(transformation)ꅁꛓꭄꅵꗦ뒫ꅶ(transaction) ꅃ띎ꅁ걆ꦲꙁ덹걏덺륌ꅵꖫ돵롧샙ꅶꪺ신귉ꅁ엜걆ꦲ닕슴ꪺ뉠뱨떲멣ꅁꛓꭄ뛈ꓮ꧳ꅵ떽ꛦ걆룪랽ꪺ꒬뒫뭐뫞뉺ꅶꪺ꽂뱨ꫭ뙈ꛓꑷl뉺뷗ꯘ멣ꓨ궱ꅁꛦ걆뷗녎걆ꦲꙁ덹ꪺ뱶암ꅁ쏾ꓱ결ꑀꑃꑋꑅ꙾ꪺꩫ냪ꑪ궲ꥒꅆ꒣Ꙑꪺ걏ꅁꩫ냪ꑪ궲ꥒ꒤ꪺꕄ굮뙄ꡄꉷꉷꅵꛛꗑꅂꖭ떥ꅂ돕띒ꅶꅁꙢ걆ꦲꙁ덹꒤결ꅵ걹땻ꙁ덹ꅶ(re-engineering)ꅂꅵꕒ꓀뇂꿠ꅶ(empowerment)ꅂꕈꅵꗸ띾뫫꾫ꅶ(entrepreneurialism) 10
걆ꦲꙁ덹ꪺ띎ꝴ—궲ꪺ냲슦lꛦ걆슾꿠ꭙꕈꅹ셚껄ꚨꩇꅺ결ꕄ굮궫쉉ꅁꛓꭄ뛈걏ꅹꩫꛦ걆ꅺlꓞ뙩ꅹ쏾ꖫ돵ꪺ쑶ꪧ뻷꣮ꅺꅁ꣒꙰ꗁ샧꓆ꅂ닕슴궫닕떥ꅁ싇ꕈꕛ덴꒽Ꙁ끝ꪺꗍ늣뭐뛇뿩l뢨맪ꅹ압ꯈ뻉Ꙗꅺ뉺꧀l궫띳ꥷꛬ걆ꦲꪺꢤꛢꅁ걆ꦲꭙꕈ믢꿨결ꕄ굮슾꿠ꅁꓰ믝ꡖꡖ샧꧳뻞볕ꑵꝀl룑낣륌껉뫞꣮l뇂꿠닕슴ꚨ귻l궫뛬ꛦ걆ꓥ꓆11
걆ꦲꙁ덹ꪺ띎ꝴ—궲ꪺ낵ꩫl걆ꦲꙕ꿅돦ꛬ맪걉꓀앶뫞뉺ꅁ띾냈앶ꑕ뇂ꅆl녱삳땍뭐맪땍ꪺꢤꯗꅁ궫띳샋끑걆ꦲꪺ륷뫢ꓤꕘꕈ띾냈냵ꛦꪺꓨꚡꅆl뫫슲ꓥꥸ엩꡴ꅁ맪걉ꅵ띾냈ꗁ샧꓆꒽ꕱ꓆ꅶꅆl곣샀ꟳ꣣ꅵꚨꖻꇐ껄꿠ꅶ(cost-effective)ꪺꩁ냈ꓨꚡꅁ꣒꙰쎱곹ꥥꕾ덂뉺ꅂꓞ뙩ꖫ돵뻷꿠ꅂꕈ꣏ꗎꕉ뙏ꪺ귬ꭨ떥ꅆl녪뷕ꅵ압ꯈ뻉Ꙗꅶꅁꕝ걁ꓥꥸ엩꡴덝ꥷꧺ뵔ꪺꩁ냈ꭾ뷨볐럇ꅆl볐곱뻇닟ꕈ뗻뙱셚껄ꅆl끷맯ꩫ덗뫫슲ꚨꖻ볁론꒧ꗘꪺꅁ덝군ꕩꛦꪺ궲ꓨ껗(Osborne and Plastrik, 1997:8-11)ꅃ12
걆ꦲꙁ덹ꪺ띎ꝴ—ꅹ걆ꦲꙁ덹ꅺꑀ뗼ꪺ생ꗎlꕈꅹ뵤쎥뇆낣ꅺꅝcategorical exclusionꅞꅝ뫙굴궱ꙃꫭꅞꪺꓨꚡꅁ뮡ꧺ꣤꒺뉛ꅇl걆ꦲꙁ덹뭐걆ꩶ꣮ꯗꪺ엜때엣뗛곛쏶l걆ꦲꙁ덹ꣃꭄ뷕뻣닕슴맏ꫭꛓꑷl걆ꦲꙁ덹꒣ꗾ땍ꭝ궭꧳듮ꓖ꒽ꦮ꒧껶뙏ꅂ꽂돸ꕈ생ꗎl걆ꦲꙁ덹꒣떥꧳걆ꦲ뫫슲ꅝ뛬ꢭꅈ뵇ꢭꅈꅞl걆ꦲꙁ덹꒣떥Ꙑ꧳ꗁ샧꓆l걆ꦲꙁ덹꒣ꕵ걏뒣낪ꛦ걆껄뉶ꪺꑵ꣣ꛓꑷl걆ꦲꙁ덹럭땍ꑝ꒣ꕵ걏ꅹꗾ궱ꭾ뷨뫞뉺ꅺꅹꗸ띾걹땻ꙁ덹ꅺꛓꑷ13
압ꯈ뻉Ꙗ꒧ꩁ냈뉺꧀—ꝸ맒압ꯈl뛇닎ꪺ곬뱨엩꣮ꅁꭙꕈꅹ뚶Ꙗ뫞뉺ꪺꓟ멁ꅺꅁ녎꒽ꗁ뗸결ꅹ때ꑈ뫙꓆ꪺ귓껗ꅺꅁ녱뱨꿅론꣮ꪺꅹ뫞뉺ꭋꝑꅺ왛쉉ꅁ뒣꣑ꩁ냈ꅃ덯뫘놡맒ꑕꪺ꒽ꗁꅁ꒣뿯뻜ꩁ냈꒺깥ꪺ앶ꝑꕉ뷑싶꙰ꅁꫭ륆믹귈낾ꙮꪺ뫞륄ꗧ뛻꒣ꢬꅁꛦ걆뷗 뭐뫙꣤결ꅵꝸ맒압ꯈꅶ(trappedcustomer) ꅃꝸ맒압ꯈꭥꦹ걆ꦲ뎡겢꒽ꅁ롧녠라Ꙣ꒣Ꙑꪺ뎡ꅁ궫뷆뛱뱧곛Ꙑꪺꫭ껦ꅆ걏Ꙣ앶덤꒣뉍ꪺ곬뱨엩꡴꒤ꅁ쁈뗛꒽ꓥꦹ꫰ꥢꩩꅁ룼꽂룼ꡈ꿭땍때ꝕꅃ덹ꚨꭥ굺ꅵ걆ꦲꝀ결뙖Ꙩꅁ꒽ꗁ왛띐뙖썡ꅶꪺꓝ룞뉻뙈ꅃ14
압ꯈ뻉Ꙗ꒧ꩁ냈뉺꧀—ꓞꑊ압ꯈ뻉Ꙗl걆ꦲꙁ덹꣣ꚳ뒣ꩀꩶ뉺꿠ꑏꅂ뛬덹쁵걆ꦲꪺꕜ꿠ꅃꙝꚹꅁ걆ꦲꙁ덹ꑪ뙱신귉ꗸ띾뫞뉺ꪺ롧엧뭐맪냈ꅆ꣤꒤ꅁꗾ궱ꭾ뷨뫞뉺ꪺꓞ뙩ꅁꟳ결꒽냈뎡ꪺꩁ냈ꓨꚡꅁꩠꑊꑆ굾늧꧳뛇닎곬뱨ꪺ뫞뉺ꯤ뫻ꅃꗾ궱ꭾ뷨뫞뉺ꪺꕄ굮귬ꭨꚳꑔꅇꑀꅂ압ꯈ결ꕄ(customer focus)ꅁꑇꅂꗃ쓲떽(continuous improvement)ꅁꕈꑔꅂ많뚤ꑵꝀ(team work)ꅆꑔ뚵귬ꭨ꒧꒤ꅁꑓꕈꅵ압ꯈ결ꕄꅶ돌결궫굮l걆ꦲꙁ덹ꪺꅵ압ꯈ뻉Ꙗꅶꩁ냈뉺꧀ꅁꭨꕈ압ꯈ믹귈(customer value)Ꝁ결ꛦ걆놹걉ꪺ궫굮냲슦ꅁꪽ놵뭐압ꯈ꒬냊ꅁ뭠뚰압ꯈꪺ곛쏶룪끔ꅁ뻚룪끔떽ꛦ걆뻷쏶ꪺꩁ냈뭐늣ꭾꅃ덜Ꙩ냪깡ꪺ걆ꦲꙁ덹ꓨ껗ꅁ곒ꕈ꣣엩ꪺꩫ덗놹걉ꅁ뢨맪압ꯈ뻉Ꙗꪺꩁ냈뉺꧀15
압ꯈ뻉Ꙗ꒧ꩁ냈뉺꧀—과냪ꪺ꣒ꑬlㄹ㤳꙾ꅁ땯ꝇ닄12862뢹ꛦ걆ꥒꕏꅁ굮ꡄ셰ꢹ걆ꦲ뻷멣덝ꥷꅵ압ꯈꩁ냈볐럇ꅶꅁꛓꕂꩁ냈ꭾ뷨ꪺ볐럇ꖲ뚷Ꙗꗸ띾ꪺ꣥뵤곝믴ꅃ덯뚵ꙗ결ꅹ셰ꢹ걆ꦲ꒺뎡궲ꥒꅺꪺꛦ걆ꥒꕏꅁꕝ걁ꑃ뚵꒺깥ꅇl뵔뭻ꛦ걆뻷멣ꪺ맪땍압ꯈ뭐삳땍압ꯈꅆl뷕걤압ꯈ꧒듁뇦ꪺꩁ냈뚵ꗘ뭐ꭾ뷨ꅁ셁룑압ꯈ맯뉻ꚳꩁ냈ꪺ몡띎ꯗꅆl꒽ꝩꩁ냈볐럇ꅁꣃ뻚ꕈ뿅뙱ꚨ껄ꅆl껄ꩫꗸ띾볐곱ꅁ뒣ꩀ압ꯈꩁ냈볐럇ꅆl떹꒩압ꯈꙨ꒸ꪺꩁ냈꣓랽뭐뿩끥ꓨꚡꅆl냈ꡄ룪끔ꅂꩁ냈ꅂꕈꗓ뙄꣮ꯗꅁ슲ꧺ꧶ꗎꅆl뒣꣑멚덱ꪺ압ꯈꗓ뙄덾깼16
압ꯈ뻉Ꙗ꒧ꩁ냈뉺꧀—과냪ꪺ꣒ꑬlㄹ㤴꙾?ꓫ㈰ꓩꅁꗾ냪셚껄뗻얲ꥥ귻굱ꥷꅵꩁ냈볐럇ꅶꅁꕘꪩ과냪ꚳꕶꕈ꣓닄ꑀꖻ걆ꦲꪺꩁ냈볐럇ꓢꕕꉷꅭ압ꯈꛜꑗꅇꩁ냈과냪ꗁ늳ꪺ볐럇ꅮlꫀ라ꙷꗾꞽ(The Social Security Administration)ꪺꝋꕉ뙏륱룜ꩁ냈ꭾ뷨ꅁꙢㄹ㤵꙾ꅁ롧볆깡ꪾꙗꪺ뫞뉺뷕걤꒽ꕱꑀ교뗻ꥷ결ꗾ과닄ꑀꅁ덜Ꙩꑪꮬꗸ띾닕슴ꅁ꣒꙰뱷ꙻ믶뺹꒽ꕱꅂIBM떥ꅁꞡꙖꫀ라ꙷꗾꞽ뻇닟ꅂ곝믴ꅃlㄹ㤶꙾ꅁ셰ꢹ걆ꦲꙀꚳ㈰?Ꙩ귓뻷멣ꅁꗾꑏ냵ꛦ㌰〰Ꙩ뫘ꩁ냈볐럇lꚹꕾꅁ셰ꢹ걆ꦲꙕ뻷멣ꗧ덺륌륱ꑬ뙬ꗳ륱뢣뫴룴ꪺ륂ꗎꅁ녎ꙕ뫘띾냈뺨ꕩ꿠ꪺꙘ꣖ꅝ꣒ꑬꙢ瀵?ꅞ17
압ꯈ뻉Ꙗ꒧ꩁ냈뉺꧀—뽄걷ꪺ꣒ꑬl뽄걷궺뎣Ꞣ냶꧔ꖫ걆ꦲꅁ녎꣤뻷쏶닕슴슲뫙결ꅹ맪뷮ꮬꓥꥸ엩꡴ꅺꅁ엣ꗜ꣤ꩁ냈뉺꧀꒤ꪺꅹꛦ걆뻉Ꙗꅺ띎뉛18
압ꯈ뻉Ꙗ꒧ꩁ냈뉺꧀—뽄걷ꪺ꣒ꑬl뽄걷맪뷮ꮬꓥꥸ엩꡴ꪺꅵ압ꯈꩁ냈볐럇ꅶꅁꭙꕈꑃ뚵ꕄ굮귬ꭨꯘ멣ꛓꚨꅆ덯ꑃ뚵귬ꭨꕝ걁l셁룑볐ꪺ압ꯈ꧒Ꙣ(Know Your Customer Base)l떽ꯝ압ꯈ꒧꒽냈ꑈ귻(Customer Friendly Staff)l압ꯈ결ꕄ꒧겢꒽덂꧒(Customer-focused Public Contact Area)lꥐꦵ꒧ꗓ뙄덂뉺땻Ꟈ(Comprehensive Complaints Handling Process)lꅵ압ꯈ믹귈ꅶ뻉Ꙗ꒧셚껄꒧뗻뙱뭐볐ꪺ(Customer Value Performance Measures and Targets)l륱룜쉤ꕸ삳맯ꖩ(Telephone and Counter Techniques)lꗃ쓲떽꒧뫫꾫(Australian Capital Territory Government,1977)lꑗ굺ꑃ뚵ꕄ굮볐럇꒧꣣엩꒺깥ꅁ룔꙰ꫭ???꧒ꗜ19
압ꯈ뻉Ꙗ꒧ꩁ냈뉺꧀—뽄걷ꪺ꣒ꑬl낣ꫭ???ꪺꅹ압ꯈꩁ냈볐럇ꅺꕈꕾꅁ걆ꦲ쇙륻ꖬꅹ압ꯈꩁ냈꒧맪냈럇ꭨꅺꅁꕈꕼ뚵볐럇Ꝁ결ꛓꚨꅆ덯ꕼ뚵볐럇꓀ꝏ결ꅇlꩠ띎압ꯈ꒧믝ꡄ(Focus on the Customers Needs)l뫻꯹ꅵ압ꯈ뻉Ꙗ꒧ꕾ왛ꅶ(Customer Friendly Presentation)l깩뉻ꅵ압ꯈ뻉Ꙗꅶ꒧ꑈ껦쓝꧊(Customer Friendly Attributes)l꣣돆ꅵ압ꯈ뻉Ꙗꅶ꒧녍띾ꖩ뭐ꪾ꿠(Professional Skill and Knowledge)l덯ꕼ뚵ꅵ압ꯈꩁ냈꒧맪냈럇ꭨꅶ꒧볐럇뮡ꧺꅁ룔꙰ꫭ???꧒ꗜ20
압ꯈ뻉Ꙗ꒧ꩁ냈뉺꧀—뽄걷ꪺ꣒ꑬlꗁ늳뭐걆ꦲ놵쒲ꪺ닄ꑀꙌ뙈ꅁꦹꦹ꣓ꛛ꒽냈륱룜ꪺ랾덱뭐쉤ꕸ띾냈ꪺ겢뷍ꅃꞢ냶ꖫ걆ꦲ결뒣낪ꛦ걆ꩁ냈ꭾ뷨ꅁ꽓ꝏ굱ꥷꅹꅺ꒽냈륱룜돌꣎맪냈볐럇ꅺ뭐ꅹ꒽냈쉤ꕸ돌꣎맪냈볐럇ꅺꅁ꣣엩꒺깥ꅁ룔꙰ꫭ???ꅂꫭ???꧒ꗜl걆ꦲ닕슴ꖲ뚷끷맯ꗁ늳ꪺꧪꯨꕈꗓ뙄ꅁ꒩ꕈꞴ떽ꪺ덂뉺ꅃꅹꗁ늳ꪺꧪꯨꅺ쓝꧳ꅹ굴Ꙗꅺꅁ꿠냷Ꝁ결ꛦ걆꡴닎뷕뻣Ꝁ띾ꓨꙖ궫굮뻚ꅆꞢ냶꧔ꖫ걆ꦲ결뒣낪ꛦ걆ꩁ냈ꭾ뷨ꅁ꽓ꝏ굱ꥷꅵꗓ뙄덂뉺돌꣎맪냈볐럇ꅶꅁ꙰ꫭ???꧒ꗜꅃ21
압ꯈ뻉Ꙗ꒧ꩁ냈뉺꧀—꣤ꕌꪺ꣒ꑬl굞냪ㄹ㤷꙾ꪺꅹ쓲뚥군땥뗻얲ꅺ뱗ꙃꅹꩁ냈ꛜꑗꅆ띳꒽ꗁ뻋뎹ꓨ껗ꅺꝀ결걉걆볐곱ꅁlꅹ롧샙ꙘꝀ멛땯깩닕슴ꅺꑝꙢꅹ꒽Ꙁ뫞뉺ꅺꪺ뫴꾸ꅁ뙽앐ꅹ껉Ꙟ삳ꪺ걆ꦲꅺ녍쓦ꅁ끑뷗ꙕ뫘ꩁ냈ꭾ뷨뒣ꩀꪺ뿬ꩫ뭐ꓨ껗떥22
압ꯈ뻉Ꙗ꒧ꩁ냈뉺꧀—셠떲l압ꯈ뻉Ꙗꪺꩁ냈뉺꧀ꅁꭙꙢ뷕뻣ꛦ걆ꑈ귻뭐ꗁ늳꒬냊ꪺꓨꚡꅁꕈ압ꯈ뻉Ꙗꪺꓨꚡ덂뉺ꛦ걆띾냈ꅁ녪뷕꒽Ꙁ닕슴맯압ꯈ굴덤ꅁ싇ꕈ뒣낪ꛦ걆엩꡴맯ꕾꙢ샴맒ꪺ뇓띐ꯗꕈꙞ삳꧊l뢨맪ꅵ압ꯈ뻉Ꙗꩁ냈뉺꧀ꅶꚳ둘뚵굮냈ꅇlꅵ뒣꣑압ꯈꪺ뿯뻜앶ꅶꅆꗧꝙꅁ압ꯈ꙰꿠뻚귓ꑈ낾ꙮ뿯뻜ꛦ걆띾냈ꪺ뒣꣑ꅁꣃ낾ꙮꪺ뿯뻜떹ꕉꛦ걆덗뙏ꅁꭨꛦ걆닕슴ꖲ뚷굴덤륆꣬압ꯈꪺ믝ꡄꅁꑾ꿠쑾쓲샲녯룪랽뭐ꓤ꯹23
압ꯈ뻉Ꙗ꒧ꩁ냈뉺꧀—셠떲lꅵꭾ뷨뵔ꭏ놹걉ꅶ(quality assurance)ꅆꚹ뚵덾깼ꅁꭙ꒽Ꙁ닕슴맪룪껆뭐ꖼ꣓쇍뛕ꅁ덝ꥷꅹ압ꯈꩁ냈볐럇ꅺꅁꝀ결ꛦ걆ꑈ귻ꪺꛦ결덗뵤럇ꭨꅃ낣ꚹ꒧ꕾꅁ꒽Ꙁ닕슴ꗧꕩ덝롭ꅹ압ꯈ띎ꢣ뵣ꅺꅁꝀ결ꩁ냈ꭾ뷨떽뻚ꅝ꣒ꑬ瀶?ꅞl둎ꛦ결뱨궱ꛓꢥꅁ압ꯈ뻉Ꙗꪺꩁ냈삳깩뉻ꑕꙃ꽓뷨ꅇlSꅇ꽵룛ꗎꓟ(Sincere)lEꅇ뫫꾫쉝(Energetic)lRꅇ돐띎궲띳(Revolutionary)lVꅇ쁵뷨Ꝁ결(Valuable)lIꅇꪧ꣺ꙮ띐(Impressive)lCꅇꕒ꓀랾덱(Communication)lEꅇ둲꺮덂(Entertainment)24
압ꯈ뻉Ꙗ꒧ꩁ냈뉺꧀—셠떲l둎ꖼ꣓땯깩ꛓꢥꅁ걆ꦲ뎡꧒뒣꣑ꪺ압ꯈ뻉Ꙗꩁ냈ꅁꭨ삳맼엣ꑕꙃ꽓뷨ꅇlSꅇ녍띾슾꿠(Specialty)lEꅇ덤ꗴ귛뉺(Ethics)lRꅇ껉Ꙟ삳(Responsiveness)lVꅇ멣뽶쑀뒺(Vision)lIꅇ룪랽뻣Ꙙ(Integration)lCꅇ압ꯈ결ꕄ(Customers)lEꅇ끬ꡄꣴ뙖(Excellence)25
떲뷗뭐ꯘ쒳l뫮왛ꙕ냪걆ꦲꙁ덹ꪺ롧엧ꅁ귌셁룑걆ꦲꙁ덹ꣃꭄ돦ꑀꓨ껗ꝙ꿠ꚨꕜꅃ뇽ꚳ껄뇀냊걆ꦲꙁ덹ꓨ껗ꅁ뢨맪압ꯈ뻉Ꙗꪺꩁ냈뉺꧀ꅁꚳꑔ뚵귬ꭨ귈녯ꩠ띎ꅇl꯹쓲ꚳ껄ꙡ냵ꛦ걆ꦲꙁ덹ꪺ꣣엩곛쏶ꓨ껗ꅝ瀶?껣ꮴ몸ꓒꑈꪺ꣒ꑬꅞl솿ꡄ떦늤ꅁꭩ꧳맪뷮ꅝ솿ꡄ떦늤ꅁ둍쏶쇤ꓤ쉉ꅞl녱꣮ꯗ뱨궱뗛ꓢꅁꓨ꿠꽵ꖿꅹ압ꯈ뻉Ꙗꪺꩁ냈뉺꧀ꅺ26
룉ꕒ룪껆lꅹ쇉ꞽ뉺뷗ꅺꪺꚨꮬ삳쉫ꕜ꧳ㄹ㤴꙾噯渠乥畭慮?ꥍ䵯牧敮整敭ꪺꑪꝀꅹ쇉ꞽ뉺뷗뭐롧샙ꛦ결ꅺ?周敯特映䝡浥猠慮搠䕣潮潭楣⁂敨慶楯爩ꑀ껑ꅃꖦ뒣꣑ꑆꑀ깍꡴닎ꪺ꓀꩒ꓨꩫꅁ둍ꡄꝑ깠뷄곰ꑕꪺ돌빁ꙝ삳떦늤ꅃlꅹꓝ룞뫞뉺ꅺ걏뫞뉺Ꙣ냓돵ꑗ떦늤떲ꩇ뭐뫞뉺ꓨꩫ륷듁늣ꗍ곛ꪺꪬꩰ27
룉ꕒ룪껆l꛳결ꓼ뺧ꕄ롱?lꕈ뻇뉺ꑗꪺꢤꯗ꣓곝ꅁ덯뗼걏녱ꕪꟆ쎾ꪺ롳ꯤ띑깡ꕳ낵“ꓼ뺧”--“cynics”--ꛓ꣓ꅃꓼ뺧ꕄ녩꿂ꪺ륄뱷걏냟ꑀꪺ떽ꅃꙝ결ꕌ귌꒣결뉻ꕀꪺ쏶써꧒냊ꅁꕌ귌Ꝑ꣤빬ꪺꫀ라ꥍꙝ얧ꪺ륄뱷ꅃ돌ꚳꙗꪺꓼ뺧걏굽뛸뒵ꅝ412-323 .ꅞꅁꕌꕌꪺ뉺꧀ꦾ맪맽꦳ꕉ뷑맪뷮--껚뻚뛇뭄ꅁꕌꛭꙢꑀ귓뻾곻료ꅃꅝ럭뻺ꑳꑪꑪꯒ꯴던ꅁꣃꙖꕌ끬둍뒼뱺껉ꅁ룟냝걏ꝟꚳ덯ꛬ낶ꑪꯒꓽ꿠듀ꕌ낵ꪺꅁ굽뛸뒵뮡ꅁꚳꪺꅁꢺ둎걏ꅇ뻺ꑳꑪꕩꕈ늾꣬ꑀ쏤ꛓ꒣뻗ꛭ럓ꕌꪺ뚧ꗺꅉꅞꙢꑀ꿫ꗎꩫꅁꓼ뺧녠띎써뫃ꕄ롱ꥍ둤왛ꕄ롱ꪺ뉖Ꙙꅆ28
룉ꕒ룪껆l슲돦ꪺ꣓뮡ꅁꓼ뺧ꕄ롱ꅝCynicismꅞ걏ꑀ귓ꕾ꣓ꙗ뗼ꅁ꩸ꑀ뫘Ꝏ멺ꅂ뱊뿘ꅂꛛꕈ결꒰믲뎣ꪾ륄ꅁ꧳걏ꝟꥷꑀ꓁ꪺꑀ뫘멁ꯗl룪껆꣓랽ꅇ
룉ꕒ룪껆lꅹ롧샙ꙘꝀ멛땯깩닕슴ꅺꪺ뫴꾸ꕩ걤꣬ꚳ쏶ꙕ냪ꅹ꒽Ꙁ뫞뉺ꅺꪺ룪끔ꅇl桴瑰㨯⽷睷?散?牧⽰畭愯捯畮瑲礯楮摥瑭?l꒺깥ꑪ교ꕝ걁ꅇlProfile of government and administrative structures (1992 -to be updated in 2001)lInstitutional responsibility for public management improvementlTrends in public managementlExamples of recent public management initiativeslKey public documents on public management issueslPUMA reports with a section on the countrylLinks to government web sites30
룉ꕒ룪껆lOEDCꚳꕘꅹResponsive Governmentꅺ덯ꖻ껑ꅁ곛쏶룪끔ꕩ둠ꑕꙃ뫴Ᵹ꣬ꅇꅝ뷐ꛛꛦ녎뫴Ᵹ덳떲ꅞ
룉ꕒ룪껆l믍뇔뎡Ꝥ깥ꧺꅹ걆ꦲ덹ꪺ륌ꕨ뭐ꖼ꣓ꅺ뒣ꕘ냪걆ꦲ덹ꪺ쒳썄뭐Ꝁꩫꅇlꯘ멣ꅵ뱵꧊뫫슲ꪺꛦ걆닕슴ꅶꅁꕈ롶삳냪꒺ꅂꕾ걆ꅂ롧샴맒ꪺ엜빅lꯘ멣ꅵ뾳ꝑ돐띳ꪺꩁ냈뻷꣮ꅶꅁꕈꝑ결ꗁ뾳ꝑlꯘ멣ꅵ녍띾셚껄ꪺꑈ꣮ꯗꅶꅁꕈ뒣꒽냈ꑈꑏ룪랽껄꽱lꯘ멣ꅵ꓀앶ꙘꝀꪺ걆ꦲ걛멣ꅶꅁꕈ끬ꡄꛦ걆껄꿠l뙩ꛦꅵ뚶삳ꗁ띎ꪺ냪라덹ꅶꅁꕈ뒣냝걆ꭾ뷨l
룉ꕒ룪껆l뎯ꓴ꯳셠닎쏶꧳걆ꦲ궲띳ꪺ걆떦ꗕꗖ껑
냝썄뭐끑뷗l걆ꦲꙁ덹ꖲ뚷ꓞꑊ압ꯈ뻉Ꙗꅁ꙰꛳덝군ꙮꪺ셚껄뗻꛴꡴닎ꅈꕸ왗ꪺ놡ꩰ꙰꛳ꅈl맪ꛦꪺꝸ쏸덂ꅇꡃ귓돦ꛬ떦늤꒣Ꙑꅁ때ꩫꗎ닎ꑀꪺ셚껄뗻꛴꣮ꯗlꕸ왗ꪺ꣒ꑬꅇl들냈ꞽꕈ끝냈볐Ꝁ결셚껄뗻꛴꡴닎l걙돦ꛬꭨꗎ륱룜ꗓ뙄ꚸ볆럭Ꝁ뗻꛴꡴닎lꗘꭥ꒴ꖼꚳꯜꙮꪺ꣒ꑬ34
냝썄뭐끑뷗l걆ꦲꙁ덹ꪺ궫쉉ꭋ걏ꓞꑊꖫ돵ꪺ쑶ꪧꅁ뒣꣑ꩁ냈ꪺ압ꯈꟳꙨ뿯뻜ꅁ꒽샧돦ꛬꙨ결뽗ꕥꅁꙝꚹ맪믚냵ꛦ걏ꝟ라늣ꗍꝸ쏸ꅈlꫭ궱ꑗ곝꣓때쑶ꪧꅁ걏ꝟꚳꅇl듀ꕎꭾl볧Ꙣ쑶ꪧl걏ꝟꕩꕈ덺륌ꩫꕏ귗꣓엜뽗ꕥꪺ놡ꩰ35
냑ꛒ룪껆l껑쑹ꅇ꒽Ꙁ닕슴뉺뷗ꚿꦢ드뗛l꣤ꕌꙕ냑ꛒ뫴Ᵹꑷ꧳ꙕ멋뿽룪껆꒧ꯡ36
