企業參與公益的趨勢由傳統單純地捐款，發展到將公益參與與企業經營策略 結合，改變了過去企業與非營利組織單純的贊助與受助的互動關係；企業進一步地將公益參與的社會目的與企業營運的商業目的在策略上結合。相對而言，非營利組織在長期缺乏資源的挹注下，如能獲得企業穩定且長期的承諾與參與，將有助於紓緩資源籌措的困境。企業與非營利組織在選擇合作過程中，其評估的指標為何？而當非營利組織與企業合作結盟後，影響其發展合作關係的重要因素又有那些？在不同發展階段的非營利組織與企業的合作是否也展現了不同型態的夥伴關係？非營利組織與企業是否真能形成權力、義務相稱的夥伴關係？一個長期的合作關係，對互動的雙方產生了那些預期與非預期的效益或影響？因此本研究選定了金融機構與非營利組織長達十一年的合作活動--「花旗聯合勸募」活動，透過個案研究法，以文獻探討、次級資料分析與深度訪談等資料收集與分析，試圖對以上的問題整理出答案或樣貌。 本研究以理論探討與實務資料的分析，分別就二個層次來探討長期合作的個 案活動中的夥伴關係：第一個層次是了解非營利組織的發展階段以及企業在公益參與的理念下，不同階段所展現的不同夥伴關係；同時引用學者Austin(2000)經實務驗證所提出的夥伴關係建構觀點，檢核本個案中不同階段的合作關係；並以合作結盟的驅動力為「長」、合作結盟的促進因素為「寬」、合作結盟的價值建構為「高」，嘗試將不同階段的合作關係予以具體的表現，透過了「長」、「寬」、「高」三構面的要素滿足程度予立體圖示化。由立體推疊的圖示看出，不同階段中互動雙方所展現出一連串的動態過程。第二個層次則是將抽象思維的行銷策略，透過不同階段的具體行銷組合的執行與成效，瞭解在不同階段中的雙方在個案活動中的投入以及互動雙方的夥伴關係之具體體現。 經過本研究的資料整理與探究的過程中確實發現：合作結盟的趨動力、合作 結盟的促進因素與雙方價值的建構與滿足，乃是夥伴關係中重要的三大構面且互為影響。而本個案的行銷類型可說是融合、運用服務行銷、理念行銷及組織行銷等特質。不同階段雖採行了不同的行銷組合，本個案活動的重要行銷策略可歸納為：以名人代言法引起關注並增加公眾信心、以贈品策略引發動機、以利他主義與資源有效運用的行銷理念支撐行銷組合、以行銷研究與捐款者調查成為擬定策略的基礎。 而對於這樣長達十一年以上的合作夥伴關係的效益包括了：對企業帶來了良 好的社會形象建立、創造企業員工與客戶對公益活動的的參與及擁有感、落實企業對公益活動的影響；以及隨著非營利組織的成熟與能力提昇，企業也透過公益夥伴的投入拓展了與在潛在顧客的接觸、贏得在不同於商業報導的管道上露出及透過公益夥伴所聯結的名人資源等，對其社會資本的累積有所助益。而對非營利組織則帶了增加實踐使命的資源、為非營利組織帶來組織能力的營造、增強組織的知名度與信譽、開拓潛在捐款人等具體且符合期待的影響；而當非營利組織與特定企業的行銷成為典範，對非營利組織而言相對地會帶來一些開拓障礙。因此非營利組織，應隨著成功典範的建立過程中，將企業引進的專業知能內化轉變為非營利組織能力的營造，以避免對單一財務來源的過度依賴。 / The trend for the participation of corporations in philanthropy has evolved from the traditional and simpler monetary donations to the actual integration of philanthropic involvement into the operation strategy of companies. This has transformed the old grant maker-grant recipient relationship between companies and nonprofit organizations (NPOs) in the sense that now, companies combine social purpose with business operation strategies in the course of their philanthropic involvement. Conversely, the long-standing lack of resources of NPOs due to shifts in funding can be overcome if these organizations are able to secure a stable, long-term commitment of support from companies. But what should be evaluation criteria for companies and NPOs engaged in the process of identify a potential partnership? And once both parties form an alliance, what are the important factors that will influence the development of this cooperative relationship? In the course of an evolving relationship between a company and a NPO, will there be different cooperation models? Is it possible for a company and a NPO to develop a cooperative relationship that is equal in terms of authority and responsibility? What kind of expected or unexpected results or impacts a long-term cooperative relationship will produce? This research has chosen to examine a partnership between a financial institution and a NPO that stretches over eleven years: the Citibank-United Way Taiwan campaign. In order to answer the above mentioned questions, the case research method was used to collect and analyze data, and a review of literature, an analysis of secondary material and in-depth interviews were also carried out. By examining relevant theory and analyzing concrete data, this research looks at the partnership that emerged from a long-term cooperative campaign from two levels. The first level consists of understanding the partnership models that arose through the various stages of cooperation between an NPO undergoing different development phases and a company with a vision for philanthropic involvement. At the same time, the research will use the partnership building framework of Austin (2000) to examine the partnership models at the different stages in the case. By characterizing the drive for a cooperative alliance as “long-term,” the facilitating factors contributing to the cooperative alliance as ‘broad,” and the creation of value by this alliance as ‘high,” we can attempt to concretely represent the partnership models at various stages. The characteristics of ‘long-term,” ‘broad,” and “high” can provide a three dimensional diagram, which shows that across different stages of interaction, the two parties will display a series of dynamic processes. The second level will examine the abstract concept of marketing strategies through the implementation and results of concrete marketing combinations at various stages of the case. This will allow us to understand the input of each partner and the concrete performance of the partnership. Following data gathering and analysis, this research has found that the drive, the facilitating factors, as well as the creation and satisfaction of values shared by both parties in the cooperative alliance are the three most important aspects of a partnership, which also mutually influence one another. It can be said that this case uses a type of marketing that integrates and uses service marketing, idea marketing and organizational marketing. Although different marketing combinations are used at different stages of the case, the important marketing strategy of this case can be summed up as: attract attention through celebrity endorsement, increase public confidence, create incentives (for giving) by the use of a “giveaway” strategy, support this marketing combination by upholding the principles of care for others and efficient use of resources, as well as use marketing research and donor surveys as a base to develop the strategy. The benefits of this partnership, which has lasted over eleven years, include: enhance the social image of the company, create among company employees and customers a feeling of involvement and ownership towards philanthropic activities, as well as help the company achieve a visible impact through its philanthropic activities. Thanks to the increasing maturity of NPOs and their growing capacities, companies can reach out to potential customers through the involvement with a NPO partner, they can benefit from reports in media channels other than those in the business field, and they can accumulate social resources through the linkage by NPOs of famous people. For NPOs, these partnerships can bring more resources to fulfill their mission, they can develop their organizational capacities, they can increase their visibility and trustworthiness, and they can also explore new potential donors. However, when the marketing carried out by a NPO in partnership with a specific company becomes a model, this creates certain development obstacles for the NPO. Hence, during the process of establishing a successful model, NPOs must internalize the professional know-how brought by the company so that it becomes a base for the NPO’s own capacity building, and thus avoid that the organization become too dependent on a single source of funding.

從九二一震災的救援經驗中使我們對非營利組織的救援行為加以肯定及重視，本研究試圖從非營利組織救援行動中四個重要相關議題：資訊傳播、人力動員協調與聯盟合作、賑災款項管理及與政府的互動關係進行非營利組織救援行為的探討；為了使研究結果能切合本土性需求，本研究以國內九二一震災作為研究標的，並以此次震災中六個具指標性的組織作為研究個案。在研究結論中以上述四大議題進行結果檢視，希冀研究所提出之建議，能對台灣未來非營利組織的救援行為有正面積極之貢獻。

公益性非營利組織在國家社會整體的運作中承擔重要的責任，在國外它早已成為社會的主流，在台灣社會於解嚴以後，它的蓬勃發展亦成為一股莫之能擋的社會力；在公共行政的研究中，它更是當今的趨勢議題之一。而將現代經營管理的理念，運用於各類非營利機構中，已愈來愈受到重視，其實那是因為非營利組織之「非營利」性質使然，使得它比任何組織都需要管理的概念；然而在這方面相關的研究卻十分不足。因此，本文主要在探究與非營利組織價值理念相容的團隊建立法的理論與技術，提供非營利組織運作上一個可資應用的管理途徑。 透過探究團隊建立與非營利組織的理論基礎、緣起與發展、運作的內涵等，發現二者在許多特質上非常相似，包括對人性尊嚴與個人價值的重視、使命的確立與履行的重要性、強調人員的參與及承諾、具有彈性與開放等精神、創新的作法與思考方向、充分的溝通與對話模式、共同合作與授權賦能、重視品質管理與顧客的感受等；這是團隊建立對於非營利組織運作適用性的論證基礎。 從理論的演進與發展、內涵的分析、歸納中，界定團隊建立的步驟或要素是：尋找適當的成員、進行團體活動與相關訓練、召開團隊會議；透過這些要項在各方面細節的掌握，可以使團體逐步形成團隊。而在團隊的發展過程中有各個必經的階段—定位或組建、衝突或動盪、協作或規範、生產力或實施、變化或轉變。 非營利組織的「運作」所包含的面向十分廣泛，本文僅針對願景與目標建立、溝通與領導、激勵與授權賦能、決策與品質管理等議題進行探究，從組織狀況的說明及相關運作的困境切入，以前述理論與原則為基礎，提出團隊建立在各方面適用的原因，以及應用的技術與方法。 在實務方面，除了就國外實際個案作說明與分析外，並就團隊建立的過程要素及「運作」的研究焦點面向，擬定題綱，以「理論」及「立意」抽樣法，對所選取的四個以婦女議題為主軸之非營利組織的重要幹部進行訪談，以瞭解非營利組織的實際運作狀況；訪談資料顯示這些非營利組織的運作與團隊建立方式的應用十分相似，而所有受訪者根據他們的經驗及其組織實際的運作狀況，皆對團隊建立的運作方式表示肯定與支持。 總而言之，本研究從理論與實務的探究中發現在非營利組織的運作中，團隊是自然產生而存在的事實，是故，團隊建立法是實務運作者一個價值極高的參考途徑，裨益非營利組織永續經營，提供國家、社會更多、更好的服務。 隊建立法應用於非營利組織運作之研究 目 錄 第一章 緒論 …………………………………………………………. 1 第一節 研究動機與研究目的 …………………………………… 1 第二節 研究範圍、途徑、方法 ………………………………… 8 第三節 研究架構、流程、限制 ………………………………… 13 第四節 重要文獻檢閱 …………………………………………… 17 第五節 相關名詞界定 …………………………………………… 28 第二章 團隊建立理論與技術的探析 ……………………………… 45 第一節 團隊理論的演進與應用 ………………………………… 45 第二節 團隊的內涵 …………………………………………….. 67 第三節 團隊建立的過程 ………………………………………… 79 第四節 團隊運作的限制與成功的要件 ……………………….. 101 小結 ……………………………………………………………….. 111 第三章 非營利組織理論與內涵的探析 ………………………….. 113 第一節 非營利組織的緣起 …………………………………….. 114 第二節 我國非營利組織的發展情形 ………………………….. 125 第三節 非營利組織的基本內涵 ……………………………….. 132 小結 ……………………………………………………………….. 144 第四章 非營利組織的運作：團隊建立途徑 ……………………. 149 第一節 建立共同願景與目標 …………………………………. 149 第二節 溝通與領導 ……………………………………………. 159 第三節 激勵與授權賦能 ………………………………………. 175 第四節 決策與品質管理 ………………………………………. 186 小結 ………………………………………………………………. 198 第五章 個案研究 …………………………………………………. 201 第一節 國外個案探討 …………………………………………. 201 第二節 訪談設計與訪談對象 …………………………………. 209 第三節 國內個案訪談資料分析 ………………………………. 219 小結 ………………………………………………………………. 253 第六章 結論 ………………………………………………………. 257 第一節 研究發現 ………………………………………………. 257 第二節 研究檢討、貢獻與建議 ………………………………. 270 結語 ………………………………………………………………. 279 參考書目 ……………………………………………………………. 281 附錄 附錄一 訪談聯絡信函 …………………………………………...312 附錄二 訪談綱要 ………………………………………………...315 附錄三 訪談紀錄(一) …………………………………………… 318 附錄四 訪談紀錄(二) …………………………………………… 333 附錄五 訪談紀錄(三) …………………………………………… 353 附錄六 訪談紀錄(四) …………………………………………… 373 圖、表目次 壹、圖目次 圖1-1 研究途徑示意圖………………………………………………. 10 圖1-2 研究架構 ……………………………………………………… 14 圖1-3 研究流程 ……………………………………………………… 15 圖1-4 團體與團隊的比較 …………………………………………… 34 圖2-1 全面品質管理模式 ………………………………………….. 62 圖2-2 學習的層次 ………………………………………………….. 64 圖2-3 學習型組織的運作核心 …………………………………….. 65 圖2-4 團隊運作過程 ……………………………………………….. 68 圖2-5 團隊績效曲線圖 …………………………………………….. 78 圖2-6 團體活動與訓練的進行 …………………………………….. 87 圖2-7 團隊型態發展模型圖 ……………………………………….. 94 圖2-8 群體發展階段 ……………………………………………….. 97 圖3-1 我國非營利組織的種類 …………………………………….. 128 圖3-2 非營利組織有效管理的流程 ……………………………….. 135 圖3-3 非營利組織的人力資源發展模式 ………………………….. 137 圖4-1 建立共同願景的意涵與方法 ………………………………. 152 圖4-2 六步溝通模式 ………………………………………………. 161 圖4-3 人際溝通三部曲 ……………………………………………. 163 圖4-4 逐步邁向團隊領導 …………………………………………. 169 圖4-5 團隊領袖角色 ………………………………………………. 170 圖4-6 今日組織環境下的授權賦能 ………………………………. 185 圖5-1 個案實證之五性分析法 ……………………………………. 220 貳、表目次 表1-1 深度訪談對象一覽表 ………………………………………… 12 表1-2 國內團隊組織相關研究論文摘要表 ………………………… 19 表1-3 國外團隊相關研究書籍摘要表 ……………………………… 21 表1-4 國內非營利組織相關研究論文與報告摘要表 ……………… 24 表1-5 美國的非營利組織相關研究摘要整理 ……………………… 26 表1-6 非營利機構與公部門、私人部門之差異 …………………… 43 表2-1 團隊研究的歷史發展與應用 ……………………………….. 67 表2-2 由團隊導向劃分的團隊種類 ………………………………...77 表2-3 團隊會議形式範例 …………………………………………...91 表2-4 團隊發展的階段性特徵 ……………………………………...96 表2-5 團隊失敗的原因 ……………………………………………. 102 表3-1 我國人民團體性質分類 ……………………………………. 129 表3-2 我國各類人民團體統計表 …………………………………. 130 表3-3 我國各類基金會統計表 ……………………………………. 131 表4-1 馬郡社會服務部門價值的聲明 ……………………………. 158 表4-2 單向溝通與雙向溝通之比較 ………………………………. 164 表4-3 當代的激勵研究 ……………………………………………. 176 表4-4 品質的面向 …………………………………………………. 196 表4-5 成功品質團隊的特質 ………………………………………..197 / The non-profit organizations focusing on public interest bear important responsibility in the operations of the whole nation and society. In other countries, the operations of the non-profit organizations have been become the main stream of the society. In Taiwan’s society, after abolishing the martial law, its exuberant development has become a non-blocking social power, too. In the study of public administration, it is also one of the modern trend issues. Applying business management to non-profit organizations has been more and more emphasized. In fact, it is the “non-profit” nature making that. It needs the concept of management more urgent than any other organization, but the relative studies in this area are insufficient so for. This thesis mainly investigates the theories and interventions of team building, because they are matching with the values and ideas of non-profit organizations and provide a useful management approach for the non-profit organizations’ operation. Through the investigation of basic theories, origins, developments, and the content of operation for both team building interventions and non-profit organizations, the author finds that they have many resembling characters, including emphasizing of human dignity and individual values, establishing and fulfilling missions, stressing the individual participation and commitment, possessing the spirit of flexibility and openness, creative conducts and thinking direction, adequate communication and discourse, using cooperation and empowerment, emphasizing quality management and the feeling of customers. Those all are argument bases for supporting the fitness of team building interventions being applied to the operation of non-profit organizations. From analyzing and inducing the development of theories, the author defines the steps or essential factors of team building interventions are as follows: to select the right persons, to proceed group activities and relative trainings, and to hold team meetings. By mastering the details of these key elements, it can make groups become teams progressively. In the developing process of a team, it contains some requisite stages – forming, storming, norming, performing, and transforming. The aspects of the non-profit organizations’ operation are quite extensive, and this thesis focuses only on such issues as vision and goal establishment, communication and leadership, motivation and empowerment, decision making and quality management and so on for investigation. By explaining the conditions of the organization and the difficulties of relative operations, the author brings up the reasons of team building interventions being suitable for every aspect, and the applied techniques and methods. In the aspect of practice, in addition to illustrating and analyzing the actual cases of other countries, the author draws up two categories questions (the key elements of the team building process and the organizations’ operation) to interview the important cadre members of four selected non-profit organizations, which focusing on women’ issues. These interviewed organizations are selected by purposive and theoretical sampling method. These interviews conform that the actual operational conditions of non-profit organizations are very similar to the applying ways of team building interventions. According to their experiences and organizations’ actual operating conditions, all interviewed persons expressed their approving and supporting for the usefulness of the operational ways of team building interventions. In sum, the findings of this study indicate that team building is a natural product in the operations of non-profit organizations basically. Therefore, the author suggests that team-building can be an valuably alternative approach in running organizations for the practitioners. It can benefit non-profit organizations in sustaining operation, and provide better services for the country and society.

台灣近年來在社會服務工作上的發展，有越來越以引進商業經營模式來振興刺激供應不足的人群服務工作，尤其是「托兒」與「養老」被視為可企業化經營以滿足市場需求的兩大產業。不過社會福利事業和一般汽車香水商品在本質上有不同的特性與不同的存在價值，以強調利潤的商業經營模式導入社會服務的工作，是否會模糊社會福利事業的基本精神，是否會造成福利事業的階層化，都是必須考慮的重點。相對於福利的「營利化」方式，福利「社區化」也是最近相當熱門的服務供給模式，此兩種方式背後則隱含右派與左派的意識型態，無論從理論上或者實務上的探討對話，都可以給現階段台灣社會福利服務的發展一些啟發。 為了對福利「社區化」與「營利化」的內含有更深入的探討，本研究以實證研究方式進行，將彭婉如基金會近一年來所推動的「台北市國小學童課後照顧系統」以及「民間業者在國小校園內提供課後活動方案」做了比較，前者是非營利組織以社區動員方式推動課後照顧系統，後者則代表營利業者的商業化方式來提供服務，不過以社區與非營利機構結合所形成的福利「社區化」以及商業組織提供服務的「營利化」僅表示福利社區化與營利化的其中一種模式，政府、社區團體、工會團體也可以推動福利的社區化工作。 根據上述的研究問題，本研究希望能達到的研究目的如下： 1. 探討台灣國小學童課後照顧的需求、台北市政府課後照顧方案，以及「課後活動實施要點」到「公私協營辦法」的事件始末，以及目前公私協營辦法的執行狀況。 2. 探討福利民營化與非營利組織等相關概念，並希望釐清福利社區化與市場化在理論上的概念。 3. 透過教育局官員、基金會的負責人與承辦人員、在公私協營辦法下，運用學校空間提供服務的機構負責人、參與社區照顧的社區人士、學校校長等人的訪談，探討福利社區化與福利市場化的內涵。 資料的收集以深度訪談方法為主，研究範圍主要鎖定在台北市內與「課後照顧」相關的對象，由於事件發展至今約一年，「公私協營辦法」亦在試辦階段，訪談對象的選取以參與「課後活動實施要點」、「公私協營試辦要點」的對象為主，含教育局、主辦學校、合作單位、社區人士等，共計深度訪談對象十七位。 本研究主要針對台北市課後照顧政策（學校課後活動、安親課輔班、才藝班等設置）以及由社區力量與民間業者提供服務的兩種不同模式做分析討論，並在研究中達成以下成果： 1. 根據研究結果給予國小學童課後照顧政策與公私協營辦法建議。 2. 福利社區化與營利化之概念澄清與意識型態的討論。 3. 以台北市課後照顧系統為例，整理實務上福利社區化與營利化之運作方式與實質效果。 4. 根據研究結果提出關於台灣社會福利事業社區化與營利化之建言。 本研究結果認為因為社會福利事業含有以下幾項特質，應避免以講求利潤來方式經營。 1. 用商品化方式經營社會服務事業而得到利潤的來源有兩種，一是提供高品質的服務以增加收費；一是透過成本的降低來達到利潤，但是這兩種得到營收的方式都和社會福利的特質南轅北轍： □ 提供高品質的服務來增加利潤：社會服務的對象大部分是家庭經濟、背景不好、缺乏社會支持系統與生活在較差的環境中，無法擁有比較好的商品與享受高級服務，一但市場上的服務價格太高，就會剝削這些弱勢者受到照顧權力，並且加深社會的階層化。 □ 由降低成本來求取利潤：社會服務產業（例如安親課輔）多屬於勞動密集產業，無法像一般產品透過模組化的大量生產，來降低成本以求利潤，除非經營者將勞動者或接受服務者視為物品來管理，而一但制式化的員工、客戶與服務流程產生，受服務者將無法接受到「全人」與「愛心」的對待，員工的工作也產生「異化」。 2. 西方國家所推動的「住屋券」、「教育券」等是由政府幫弱勢族群出錢，讓下層階級的人在自由市場上購買服務的一種方式，在我們的研究實務中，社會局每月給予低收入戶學童5000-7000的課後輔導津貼，可以在「營利化」市場下運作，但是卻造成「烙印」、「政府責任不足、監督太弱」等缺點。在台北市課後照顧系統為例，政府在政策上的規範為了著重開放原則，必須給予民間足夠的空間來經營，所以將監督的責任交給學校單位達成，所以在各民間單位向學校提案申請公私協營的合作時，校長、各處室主任、家長會為主要的監督審核者，雖然不乏公正客觀的學校認真的審核這些競標對象，但是也有許多學校因為受制於原本校內與校外的特殊權利關係，無法客觀的監督服務的提供狀況，而服務的使用者，即這些學童及家長卻多半在審核競標與監督過程中所擁有的權力太小，沒有表達意見的空間，只好接受不好的服務品質。 本研究認為福利原本所含有的「社會正義」、「社會權」等價值，必須透過政府的力量來實踐，無論福利的輸送者為政府或民間單位，政府都不能規避責任。契約外包或公設民營只是一種由政府單位將服務委託給民間辦理的民營化政策之一。民間主動辦理福利服務的力量，也視為福利民營化政策潮流下所催生的產物。不過本篇論文的分析結果指出，「照顧」的工作性質並不合適完全轉移到市場上來提供；如果將福利服務營利化，政府為符合自由主義的鬆綁開放原則，非常難扮演好監督角色，在原本的社會權力結構下，也很難制定遊戲規則；福利營利化勢必犧牲弱勢族群等中下階層的人，形成「烙印」與「標籤」，而抹滅福利中強調正義的精神。 福利社區化所面臨到的問題是來自於「效率」的挑戰，以及服務專業與品質的掌控。福利市場化所面臨的最大挑戰卻是來自於福利中的「公平正義」概念，尤其是公平與分配的議題。值得思考的是，個人得到福利的身份是公民或者消費者？公民資格係依賴國家的法定保障，所有公民皆能享有官僚所提供的標準化照顧，不同於市場的必然付費關係。而市場的福利通常是付得起費用才得享有的福利，對於沒有付費能力者便成為限制所在。由於市場可決定產品提供的內容、標示的價格以利潤為導向，致使人民需要的滿足實際上是由場所決定。 「老人安養照顧」、「幼兒托育」政策希望能以民營化的方式來提供，有些學者也認為這些服務具有商業市場的服務特性，可以回歸市場運作。希望本篇研究協助福利民營化的概念有更清楚的瞭解，如果要將「老人安養」、「幼兒托育」交給市場來提供服務，勢必會造成福利階層化的問題，靠政府監督、領航、協助，依然是讓「價格來決定需要」，真正需要的人依然沒有受到照顧。如果這些服務營利化是不可避免的趨勢，政府就應該相對提供大量的公辦服務，並且扶植社區的力量，以確保人們可以享有普及、平價、有尊嚴的服務。 第一章 前言 第二章 文獻探討 第一節 兒童課後照顧需求的社會環境背景 第二節 福利民營化—福利社區化與福利營利化 第三節 非營利組織的相關理論 第三章 研究方法 第四章 台北市的課後照顧系統 第五章 訪談結果探討 第一節 「福利」、「教育」、「社區」關係的探討 第二節 公私協營辦法之下，課後照顧的內涵與實施評估 第三節 在公私協營辦法下，不同方案的評選與價值 第四節 福利民營化下，社區化與商品化的討論 第六章 結論 第一節 分析結果摘要 一、「福利」與「教育」的關係 二、「課後活動實施要點」與「公私協營辦法」的討論 三、公私協營辦法實施的困難 四、福利商品化的討論 五、福利社區化的討論 第二節 結論與建議 一、福利社區化與商品化的利弊討論與政策建議 二、對台北市課後照顧系統的評價與建議 參考文獻

本論文「台灣社區大學之研究─公民社會建構與終身學習政策的實踐」主要目的在研究台灣最近四年以來，蓬勃發展的另類高等教育社區大學，目前已經招生上課的社區大學共有卅七所，每年參與選課的學員將近七萬人次，並且仍然持續增加之中。本論文藉由個案研究（採取質的研究中文獻分析、參與觀察與深度訪談等方法）探討：1、公民社會建構（社會面向）。2、終身學習政策（政策面向）。3、社區大學的定位、法制化（文憑授予）、財源、課程與教學，以及與政府關係（組織管理面向）。研究結果分析與歸納為： 　　研究發現（一）：社區大學的環境。 　　1、社區大學是民間教育改革（四一○教育改造）運動的延續；在意識型態方面是由民間自發性的草根運動，訴求改革官方傳統的制式教育；此外，由於宗教團體涉入社區大學的經營，其重視個人心靈成長的教育，則和社區大學「知識解放與公民社會」宗旨有所差異。 　　2、社區大學透過發展地方產業文化、社區參與、課程社團化和社團課程化等策略，繼續發揚社區總體營造的精神。 　　3、知識解放是社區大學的核心價值，民眾透過社區大學強調經驗知識與對話的學習，培養批判思考能力，建立個人價值觀，並朝向改造社會與建構公民社會的理想邁進。 　　4、社區大學全國研討會的參與觀察，以加強社區大學扣緊本土社會脈動與議題發展，以及全球化趨勢（例如：農村、原住民、勞工議題，以及WTO的因應策略等）。 　　研究發現（二）：社區大學的實踐。社區大學對於公民社會建構與終身學習政策等指標的實踐，歸納為下列的結果。 　　1、倡導公共性：社區大學是透過非營利組織的倡導，以及提升公民參與能力，強化其公共性特質。 　　2、促進社區參與：社區大學將社團活動納入正式課程，並採取工作坊方式運作，走出學校進入社區服務策略，使得社區大學在社區意識凝聚的成效顯著。 　　3、型塑公共領域：社區大學利用公共論壇的實施，提供一個公共議題對話的平台，來喚醒學員的公共意識與公民參與的能力。 　　4、提昇終身學習的品質：社區大學提供民眾系統性的終身學習場域，並建構成為學習型組織，以提昇個人知能與素質，以及整體社會的水準。 　　5、延伸社區大學的視野：研究發現法制化是目前社區大學最急迫的議題，也是拓展社大視野與永續發展的關鍵要素。 　　最後，本論文綜合研究結果，提出對於政府部門、社區大學、社會大眾，以及後續研究的建議，以作為政府部門（特別是地方政府）、社區大學、非營利組織、社區工作者、民眾，以及將要開辦社區大學機構的參考。 / The objective of this doctorial dissertation, A Study of the Community Universities in Taiwan: the Practice of the Structure of Civil Society and Lifelong Learning Policy, is mainly about the growing of the higher education system, the ‘community universities,’ in the past four years in Taiwan. Up till this moment, there are totally thirty-seven community universities in Taiwan with approximately seventy thousand students, which are still increasing in every year. 　　Through cases studying, the structure of civil society (in terms of society), lifelong learning policy (in terms of policy), and the definition of the community universities will be discussed in this dissertation. The result can be divided into two parts： 　　A. The environment of the community universities： 　　a. The community university is the continuing of the nongovernmental education revolution (410 educational reformation), an activity initiated by the locals in order to reform the traditional education system made by the authorities. Moreover, the involvement of religious associations and their idea of inner growing of an individual differ from the mission statement, liberalizing of knowledge and civil society, of the community universities. 　　b.The community university helps to develop the spirit of social construction by developing local culture, taking part in the community, and using the tactics of making courses socialized and bringing social activities into class. 　　c.Liberalizing of knowledge is the key point of the community universities. The mass population can not only train their thinking ability, but also build their own value as individuals in the community universities which emphasizes the learning from the knowledge of experience and dialogue. Furthermore, they can move on toward the idea of social reformation and civil society. 　　d. Participating in the National Conference of the Community Universities can reinforce the ties of the universalities, the movement and the growing issue of local communities, and the global tendency. 　　B. The practice of the community universities： 　　a.Advocating its public nature: The quality of the public nature in the community university is advocated by nonprofit organizations and the elevation of citizen participation. 　　b.Promoting social participation: The community university adds social activities into formal courses and runs as a workshop to join in social service, and makes a successful effort from gathering social consciousness. 　　c. Sculpting public sphere: The community university uses the public forum as a place for discussing public issues in order to arouse the social consciousness and the citizen participation of the students. 　　d.Advancing the quality of lifelong learning: Forming as a study organization, the community university provides people a systematic lifelong learning to advance not only individual knowledge and competency, but also the level of the whole society. 　　e.Expanding the outlook of the community university: According to the research, the most important issue for the community university is to make it legalized, which is also the key point to expand the outlook and the interminable development of the community university. 　　To conclude, the comprehensive study result of the dissertation gives the government, the community universities, the public, and the follow up study a word of advice and serves as a reference to them and the organizations that is about to found a community university.

在各個不同的產業裡，皆有研究提出構成企業「成功」和使其具有競爭力應擁有的關鍵因素。本研究以訪談資深非營利組織領導人來歸類整理出何謂「成功」的非營利組織及其發展的關鍵成功因素，以提供給向來資源有限的非營利組織在發展過程中作為檢視，以將資源優先投入這些關鍵的領域來減少無謂的摸索和失敗的可能。 為達研究目的，選擇持續運作超過十年的婦女團體，運用深度訪談法與關鍵事件分析法（Critical Incident Technique ,CIT），依五個受訪者所提其組織發展關鍵成功因素及對彼此組織發展關鍵成功因素，以「非營利組織的使命」;「非營利組織的參與者」；「非營利組織的運作」這三個構面將訪談內容歸類整理出非營利組織發展的「關鍵成功因素」如下： *非營利組織的使命：有清楚的宗旨（使命） *非營利組織的參與者： 1.參與者的特質：主動積極、對組織使命認同、有理想性格、熱忱、具行動力 2.組織的領導者：一路堅持的靈魂人物、願意不斷成長且洞見觀瞻的領導者 3.互補又分工的合作團隊 *非營利組織的運作： 1.組織文化：平等開放、學習型組織、活力型組織 2.把訴求清楚表達的能力 3.建立公信力及獲得社會認同 4.把人當做最大的資產，對參與者採「增權」方式 5.不斷檢視社會環境變遷，依社會需要調整服務或回應需求產生新服務 6.創新的靈活策略且能結合各方資源發揮影響力 一個非營利組織從成立到成為一個「成功」的非營利組織，最關鍵的因素為組織能否部份或階段性達成當初設定的使命，所以建議領導者要不斷檢視組織的使命是否有貫徹；要不斷反省與自我提升；同時要隨時注意時事以掌握社會需求脈動。非營利組織需掌握社會各種媒介的情報，促使成員相互激盪，培養出組織的共識與新行動；重視團隊合作；連結不同組織的資源網絡及凝聚共識的過程需平等公開，不採取一言堂的方式，「增權」組織成員潛能以使其盡情發揮，使組織維持最大動能。 / Research shows that there are key factors contributing to “success” that are common across industries. This study investigated the key to success of Non-Profit Organizations (NPO) and their developments through in-depth interviews with NPO leaders. These findings can serve as developmental key learnings for other, resource-limited NPO’s, allowing them to more effectively harness available resources, thus reducing wastage due to trial and error. This research paper endeavors to organize these Critical Success Factors into easily accessible best-of-practice case studies for up-and-coming NPO’s. For the purposes of this study, the author selected five Non-Profit Women’s Associations with a least ten years of successful operations. Research methodology was depth interviews combined with Critical Incident Technique (CIT). Three main constructs were used in this process including: The mission of NPOs, NPO participants and NPO operations. This study identifies and organizes “Critical Success Factors” that all successful Non-Profit Organizations should own. The Critical Success Factors of A Successful NPO Are: 1.Well defined missions. 2.Strong Personnel/Membership Structure: a.Members of the organization will have: i.self-motivated; identification to organization missions ii.A high degree of enthusiasm iii.The ability to execute the organization directives b.A successful NPO will have Leadership with the following characteristics/skill sets: i.The spiritual leader of an NPO with an unchanging sense of mission, a strong and insight. ii.The ability to continually learn and apply those learnings to the organization. iii.A mutually supporting team that divides work up equally. 3.Strong Operations: a.Organization culture: Equal, open, focused on learning and vigorous. b.Externally it will be able to: i.Clearly articulate organizational goals and objectives ii.Create sufficient exposure to create positive awareness and opinion within society c.Internally it will be able to: i.Create “esprit-de-corps” within organization ii.Empower stake-holders to leverage their strengths d.Continual review of social changes and the adjustment of old services or the introduction of new services to meet social needs. e.Creative and flexible strategies and the ability to integrate various resources to exert influence. A successful NPO needs to accomplish the initial Mission. In order to achieve this, it is recommended that the NPO leadership continually review whether or not the organization is achieving the objectives for which it was established and conduct self-evaluation and self-improvement. The NPO also needs to be in tune with developments and trends in the society it is operating in. By making the information gleaned open and available to all members of the organization, the leadership can empower its members and contribute to a common sense of purpose, helping it achieve the maximum efficiencies and success.

「比爾與梅琳達•蓋茲基金會」（Bill & Melinda Gates Foundation）從成立至今，捐出超過300億美元的鉅款，資助了近8000項慈善公益專案，其範圍橫跨了全世界極貧地區，挽救無數寶貴生命，堪稱全球影響力最大的公益基金會。 從資訊軟體專業起家的Bill Gates對慈善領域並不熟悉，但卻能在短時間內利用觸媒特性，快速建立合作夥伴系統、吸納捐款與資源，充份發揮平台的正向網絡效應及鎖定效應，迅速壯大基金會規模，並高度有效率運用資源，讓每一分錢的價值發揮到最大，足以作為學習借鏡。 本研究目的在找出「比爾與梅琳達•蓋茲基金會」的經營模式與機制設計，並依此探討其對全人類社會關鍵議題的影響與貢獻；及其關鍵性成功因素，同時探究其對慈善事業及其他公益組織有何影響。希望藉此提供台灣其他非營利組織一些建議，讓它們能從蓋茲基金會的成功經驗中學習，或是在此基礎上創新。 本研究發現，蓋茲基金會創新的觸媒平台經營模式與獨特的機制設計 -「對其目標市場及客戶客觀精確且完整深入的研究分析」、「創意的捐贈機制協助其建立強大的夥伴生態系統進而發揮平台強大的網絡效應」、「高度目標導向的專案執行並重視績效與考核」、「資源高度有效率運用且以量化為溝通的準則」、「有系統地將內隱經驗轉化為外顯知識」，以及「將企業營運經營管理與公司治理理念導入非營利組織」為其關鍵成功因素。 / Bill & Melinda Gates Foundation has so far donated more than 30 billion US. dollars to fund about 8,000 charitable projects, which benefit those extremely poor areas in the world and save countless lives. It may be deemed as the world's most influential philanthropic organization. However, it is well-known that Bill Gates is not familiar with philanthropy work, but somehow he has leveraged characteristic catalyst to build the partner ecosystem efficiently to attract donations and resources; moreover, he helps the organization to fully utilize the platform’s positive network and lock-in effects to help expanding the scale of the Foundation rapidly. It is known that Gates Foundation with Gate’s leadership is good at maximizing resources’ value. Thus this study aims to identify the business model and the mechanism design of Gates Foundation. It deeply investigates each activity from the platform’s value propositions to find out its key success factors. Meanwhile, it explores this model and how it causes impact on philanthropic industry. This study hopes to provide advice for non-profit organizations so that they could learn from the Bill & Melinda Gates Foundation’s experiences or even mirror some of the original strategic thoughts of its mechanism designs once they decide to develop more aggressively on the philanthropy. The study found the key success factors of Gates Foundation as bellow: •Deep insight and complete analysis on its target markets and customers. •Creative donation mechanisms that helps to form a strong partner ecosystem, and bring positive network effect to the platform. •Goal-oriented project that is highly executed and emphasized on the performance evaluation. •High efficiency on the use of resources and how its value is maximized. •Transfer implicit experience into explicit knowledge & know-how. •Utilize management knowledge & methodology of global enterprise and practice it in philanthropic organization.

台灣近十幾年來，社區凝聚意識高漲，各地區的非營利組織也紛紛在社區裡建立緊密的網絡以利互助交流。由於外在競爭者陸續的增加，使得社區型非營利組織必須具備更高的動員性，而為了募集更多的人力和資源，在申請和執行政府補助計畫的方面，也必須保持積極的態度。政府和社區型非營利組織要建構成功的夥伴關係，不僅與政府的政策規劃和執行有關，也與社區型非營利組織本身的特性和運作方式息息相關，故兩者間的協力關係呈現多樣化的面貌。 本研究以基隆市五個執行多元就業開發方案社會型計畫，但發展背景與執行成效有差異的社區發展協會為主要研究對象，探討這五個社區發展協會所發揮之功能與面臨的困境，以及參與多元就業開發方案中與政府的協力關係。 研究發現：（一）社區發展協會功能受限以及面對諸多問題；（二）社區發展協會參與多元就業開發方案帶來正面能量；（三） 社區發展協會參與多元就業開發方案與政府形成合作的模式；（四） 社區發展協會與政府所達成的協力互動關係因組織特質不同而有差異。 研究建議：（一）社區型非營利組織方面：社區發展協會應爭取多方資源，規劃學習型組織以及善用組織行銷（二）公私協力關係方面：社區發展協會應保持自主原則、社區發展協會領導人態度需正面積極、政府部門應以公平的態度對待每個單位、建立平等互惠的協力關係。（三）政策方面：透過社區附權來引導社區組織激發出更多想法與特色，並化為社區實際的能力。 / Over the past few decades, the consciousness of community has surged, the non-profit organizations also have built close network to enhance interaction in the community. Since the numbers of outside competitors have increased, the community non-profit organizations must have higher mobility. To gather more labor and resource, they must stay positive to apply for and execute the government grant programs. To establish a successful partnership between the government and the community non-profit organization, it is about not only the government’s policy and execution, but also the features of the community non-profit organization itself, and its operation way. Therefore, the cooperation of the two has appeared to be diverse. This study takes 5 community development associations which with same execution of multi-employment development social type plan, but different in developing background and executive efficiency as research subjects. Discuss the functions of the 5 communities and difficulties they have encountered, and the cooperation from government in the participation of multi-employment development plan. The research shows that: 1. The function of community development association is limited and also there are many problems they have encountered. 2. The community development association would bring positive energy by participating in multi-employment development plan. 3. The cooperation model between the government and community development associations that participate in multi-employment development plan. 4. There will be differences in the cooperative interaction due to the different organization features of the community development associations and the government. There are four suggestions: 1. For the community non-profit organization: The community development associations should strive for different resources, planning the learning organization and use the organization marketing well. 2. Public and private cooperation: The community development associations shall keep the principle of autonomy, the attitude of leader of the community development association has to be positive and aggressive, and the government shall treat every unit fair and establish the equality and mutual benefit of the cooperation. 3. Policy: By community empowerment lead and inspire the community organization with more thoughts and features, making it the practical power of the community.

本研究以非營利組織策略合作為主題，以策略性思維，嘗試探索較能解釋非營利組織策略合作型式選擇決策之合作內涵特性，且以此發現為基礎，從較具解釋效果之合作內涵特性分析，進一步針對非營利組織策略合作之價值共創與關係管理機制，探索較具策略管理意涵之機制變數，以建構本研究所欲探討之非營利組織策略合作型式選擇模式，以及價值共創與關係管理機制之概念模式，並提出規範性之命題。 　　為此，本研究選擇了具有近百年歷史且經營模式獨特之台灣農會（會員導向之擬公法人商業－互益型非營利組織）作為研究對象，結合非營利組織與營利組織之相關理論及文獻，針對實務現象進行分析。由於所欲探討主題屬特定現象之初期探討，本文採質性多重個案研究設計，針對由三家（含）以上農會所參與組成之聯盟機構蒐集資料，並以聯盟機構或策略合作網絡之主導機構為主體之組織間合作關係為分析單位，進行資料蒐集及探索性研究。 　　首先，歸納文獻與實務現象觀察結果，本研究依非營利組織策略合作「是否共組獨立機構」及「是否採非營利性」兩項選擇決策，將聯盟機構歸納分類成四種策略合作型式：非營利性合營機構、營利性合資機構、非營利性聯盟及營利性聯盟，此項分類方式也作為本研究後續進行個案分析之基礎。 　　由於不同策略合作型式傾向採取不同之組織原理與思考邏輯，本研究認為非營利組織(農會)進行策略合作，若要持續共同創造所欲追求之價值並妥善管理組織間關係，應策略性地選擇較能發揮效能之合作型式，再據以設計其價值共創與關係管理機制。因此，本研究之個案分析分成兩個階段進行，第一階段個案研究主要嘗試從實務個案資料分析歸納較能解釋不同策略合作型式之合作內涵特性變數；第二階段個案研究主要聚焦探討「非營利性聯盟」及「非營利性合營機構」兩種非營利性質之合作型式，並以第一階段有關合作內涵特性變數之發現為基礎，進一步探索兩種合作型式之價值共創與關係管理機制變數。 　　本研究第一階段個案分析歸納發現，如果合作內涵涉及高度業務可切割性及高度關係專用資產投入必要性時，較宜採取共組獨立機構之合作型式；反之，如果合作內涵涉及低度業務可切割性或低度關係專用資產投入必要性時，較宜採取不共組獨立機構之合作型式。另外，如果合作內涵涉及高度投入共同性、低度投入可衡量性、高度產出共同性或低度產出可衡量性時，較宜採取非營利性之合作型式；然而，如果合作內涵涉及低度投入共同性、高度投入可衡量性、低度產出共同性或高度產出可衡量性時，較宜採取營利性之合作型式。 　　至於第二階段有關價值共創機制之個案分析發現，如果合作內涵涉及低度業務可切割性時，非營利性聯盟可以採取幾項價值共創機制：合作夥伴專業分工、合作夥伴選擇、任務小組負責人選派制度、合作夥伴創新能力、外部資源有效分配方式，以及外部專家專業諮詢；相對地，合作內涵涉及高度業務可切割性時，非營利性合營機構可以透過專業團隊經營、董(理)監事選聘制度、領導人甄選制度、創新經營模式、組織設計決策管理與控制分離政策，以及設立外部獨立董(理)監事等機制來營造彼此價值共創之氛圍。 　　如果合作內涵涉及低度關係專用資產投入必要性時，要有效利用合作夥伴既有資源及外部取得資源以共同營造合作網絡之綜效價值，非營利性聯盟可以採取幾項價值共創機制：任務小組負責人選派制度、資源有效利用方式、合作夥伴之資源與技術有效整合，以及合作夥伴網絡關係運用；相對地，合作內涵涉及高度關係專用資產投入必要性時，非營利性合營機構可以採取董(理)監事選聘制度、具體資源運用計畫、合營機構領導人組專業團隊之權力，以及有效專業服務平台等價值共創機制。 　　針對關係管理機制之探討，經個案分析發現，如果合作內涵涉及高度投入共同性時，兩種非營利性質之策略合作型式可以透過可接受之合作規範、建立共同標準、資訊對等溝通，以及能力不足補救措施來提升合作夥伴配合共同投入意願。合作內涵涉及低度投入可衡量性時，可以賦予投入較多之合作機構主導資源利用方向之決策權以維持其投入意願；涉及高度產出共同性時，可以透過共同品質控管、不符標準產出配套處理措施及外部誘因來提升合作夥伴配合共同產出要求之意願；至於涉及低度產出可衡量性時，可以透過目標達成度評核措施、外部專家專業認定及可接受之利益分配方式來協調合作夥伴關係。 　　過去文獻對非營利組織之合作關係，較少以策略性思維進行探討，本研究之發現可延伸應用並補強現有合作相關理論與文獻對非營利組織間合作有關實務現象之解釋，對未來有關非營利組織合作關係之研究，也提供另一個思考方向；加上組織間策略合作也是當前政府輔導農民團體因應台灣加入WTO後之政策加強重點，本研究配合組織思索轉型所需，實務上期能提供農會研擬組織間合作策略及政府推動農民團體輔導政策之參考。 / Strategic cooperation is taken as an alternative resort for solving problems facing non-profit organizations (NPO) which suffer a bottleneck in operations resulting from mounting resource scarcity and external threats. It is especially deemed so for farmers’ associations in Taiwan, which were closely associated with the development of agriculture on the island in the past century and have been seriously affected after Taiwan entered the World Trade Organizations（WTO）in 2002. Given this understanding, we conduct a two-phase study to observe the phenomena by studying farmers’ associations in Taiwan. Research 1 attempts to explore the cooperation characteristics which can most explain the decision on strategic cooperation types chosen by at least 3 farmers’ associations in each network. Research 2, based on the findings of Research 1, attempts to explore the value-co-creating and relation-maintaining mechanisms for such relations. As part of the methodology, we apply an exploratory multiple-case-study design and refer to NPO and PO (for-profit organization) literature for analytical induction. Prior to the case study, we first categorize the NPO strategic cooperation relations into four types: Non-profit joint operations, for-profit joint ventures, non-profit alliances and for-profit alliances. This categorization made in accordance with literature review and observed phenomena serves as a basis for our further research. In Research 1, we examine 5 theoretically sampled cases and find out 2 characteristics variables which can most explain the decision on whether to organize an independent institution, and 4 variables which can most explain the decision on whether to keep the cooperation for non-profit purpose or change it into for-profit relations. According to our findings, if cooperation involves high business separability and high necessity for relation-specific asset input, we suggest a choice for organizing another new independent institution (i.e. non-profit joint operations or for-profit joint ventures). If cooperation involves low business separability and low necessity for relation-specific asset input, we suggest a choice for not organizing an independent institution (i.e. non-profit alliances or for-profit alliances). In terms of the “non-profit or for-profit” decision, if cooperation involves high input commonality, low input measurability, high output commonality and low output measurability, we suggest a non-profit choice (i.e. non-profit joint operations or non-profit alliances). If cooperation involves low input commonality, high input measurability, low output commonality and high output measurability, we suggest a for-profit choice (i.e. for-profit joint ventures or for-profit alliances). For the second research, we focus our study on the two non-profit cooperation types and examine 8 theoretically sampled cases including 5 non-profit alliances and 3 non-profit joint operations. We explore the value-co-creating mechanisms by analyzing case data from the two characteristics variables which can most explain the “organizing an independent institution or not” decision in consideration that the two studied types take different cooperation forms and may apply different mechanisms for co-creating synergetic value in the network. Meanwhile, we explore the relation-maintaining mechanisms from the four characteristics variables which can most explain the “non-profit or for-profit” decision because the two studied types is of non-profit nature and involve high input commonality, low input measurability, high output commonality and low output measurability. It is of strategic significance to heighten partners’ will for continued cooperation in such non-profit relations. Our findings of the value co-creating mechanisms suggest 6 mechanism variables for the non-profit alliances and non-profit joint operations, respectively, depending on their levels of business separability. Analysis from the characteristics of necessity for relation-specific asset input, in similar manner, suggests 4 variables for the two studied types, respectively. In the exploration of relation-maintaining mechanisms, results suggest 4 mechanism variables for the non-profit types if cooperation involves high input commonality, 1 variable for relations involving low input measurability, 3 variables for relations involving high output commonality, and 3 variables for relations involving low output measurability. Although there may be many mechanisms which can help partners to co-create value and maintain relations in their cooperation, this research attempts to explore only the variables which can be of more strategic significance for the two focus types. Following our findings in Research 1 and 2, we provide normative propositions and build a decision-making model for the choice of strategic cooperation types and another integrative conceptual model of the value-co-creating and relation-maintaining mechanisms for non-profit alliances and joint operations. Farmers’ associations, which boast of a history of nearly 100 years in Taiwan, are unique in their business models as compared to other non-profit organizations. On top of that, NPO inter-organizational cooperation relations are seldom examined from strategic perspective. Theoretically speaking, findings of this dissertation can further extend and supplement the explanation and the application of present theories and literature to the phenomena in this regard. Implications and recommendations for managerial practices of inter-organizational cooperation among farmers’ associations are also discussed.