In the face of the global trend of administrative reform, to cope with changing times and enhance the competitiveness, Taiwan restructures the administrative division into five Metropolitan Cities. To improve the administrative efficiency of the Government and responding to people's need, Central and local government implement reconstruction, rebuilding the organizational culture and the core values. After the Reform, among the five new Metropolitan Cities, Kaohsiung City has the biggest transformation in size of the city and organizational changes, also in geography, culture, industry, transportation, community, and more. It becomes more challenging for the local government to face the new problems. The Household Registration Office is the front-line of customer services and their core value is ¡§to better serve people¡¨. During the general public¡¦s visit to the Household Registration Office, people can feel the changes of better customer services and efficiency. This will change public¡¦s view of the government operation. Therefore, the Kaohsiung Household Registration Office has to set a very clear organizational mission and vision. Furthermore, with the limited resources, managers must worry about how to build the public value and vision, which will be recognized and implemented by the members of the Office. At the same time, these values and vision should be also recognized by the general public. The purpose of this study is to explore public value differences among different parties within the Kaohsiung Household Registration Office. Through Public Affairs Management and literature analysis, I outline the characteristics of regional governance in Kaohsiung City. With in-depth interview of the policy-setting officials of the Kaohsiung Household Registration Office, I also focus on the public values of the Household Registration Office. This study corresponds to four structure (Organization internal process, and financial, and customer, and learning and growth) of Balanced Score Card, and to establish a goal to evaluate the organizational performance. The Social Judgment Theory questionnaires are also based on this. Test target are the entry-level Household Registration Officers of previous known as Kaohsiung City and Kaohsiung County. At the same time, I asked the general public to answer the same Balanced Score Card questionnaires. This will help the manager to understand the variation of public value differences among different parties. This will also help the managers to solve the problem in-time, change the content of public value and to achieve the goal set by the Local Government. This result of the study, for the Household Registration Office, there are no big discrepancy before and after the Reform. The main reason is that Household Registration Office utilizes the nationwide Standardized Computer Operation System. And the regulation is base on Household Registration Act. Both Computer System and regulation are put in place by the Central Government. However, from this study, after the merger of city and County, I did find that the Kaohsiung Household Registration Office need to do an overall adjustment in the allocation of financial resources and staffing, local application of the separate regulations and organizational cultural.

Submitted by Claudio Alves Rodrigues (calvespmp@hotmail.com) on 2015-02-26T16:40:24Z No. of bitstreams: 1 2015 Governanca para Resultados_Mestrado FGV_Claudio Alves Rodrigues vFinal.pdf: 5718998 bytes, checksum: 3f971692719b6dbcd6356f867b07f9d2 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2015-03-03T11:41:09Z (GMT) No. of bitstreams: 1 2015 Governanca para Resultados_Mestrado FGV_Claudio Alves Rodrigues vFinal.pdf: 5718998 bytes, checksum: 3f971692719b6dbcd6356f867b07f9d2 (MD5) / Approved for entry into archive by Marcia Bacha (marcia.bacha@fgv.br) on 2015-03-03T11:41:54Z (GMT) No. of bitstreams: 1 2015 Governanca para Resultados_Mestrado FGV_Claudio Alves Rodrigues vFinal.pdf: 5718998 bytes, checksum: 3f971692719b6dbcd6356f867b07f9d2 (MD5) / Made available in DSpace on 2015-03-03T11:42:07Z (GMT). No. of bitstreams: 1 2015 Governanca para Resultados_Mestrado FGV_Claudio Alves Rodrigues vFinal.pdf: 5718998 bytes, checksum: 3f971692719b6dbcd6356f867b07f9d2 (MD5) Previous issue date: 2015 / The adoption of a results-oriented governance in the public service has emerged as an organizational management approach as part o f a broad movement o f the new public management (NPM). In Brazil, public companies have been concerned in the search for better management contrai mechanisms to achieve good results in the delivery of public services for customers and users. The term 'Organizational Performance Management' refers to any integrated and systematic approach to improving performance to achieve strategic aims and pro mote the mission and values ofthe organization. Thus, this research studies practices related to the organizational performance management, enabling the targeting of efforts on improving key processes, taking into account the specific characteristics o f the public nature. Another relevant aspect o f this work comes from studies by Management Objectives and Managing for Results, adopting understanding Manage by Objectives to achieve the results. Thus, a literature search was performed to identify the main frameworks of organizational performance. After this stage, it was established a criticai analysis of frameworks by watching the main contributions and strengths. Finally, it was built an assessment model in arder to make a diagnosis of managerial processes and qualify at what stage the company, which is the object of this study, is focusing on the governance for results. The assessment result reflected the perceptions of employees and managers on performance and its determinants. / A adoção de uma governança voltada para resultados na administração pública surgiu como uma abordagem de gestão organizacional, fazendo parte de um amplo movimento da nova gestão pública (NGP). No Brasil, as empresas públicas têm se preocupado em buscar melhores mecanismos de controle da gestão no sentido de lograr bons resultados na prestação dos serviços públicos para os clientes e à sociedade usuária dos serviços. O termo 'Gestão de Desempenho Organizacional' refere-se a qualquer abordagem integrada e sistemática que vise melhorar o desempenho para alcançar objetivos estratégicos e promover a missão e os valores da organização. Assim, esta pesquisa estuda práticas relacionadas à gestão de desempenho organizacional, que possibilitem o direcionamento dos esforços na melhoria dos processos chaves, levando em consideração as particularidades inerentes à natureza pública. Outro aspecto de relevância deste trabalho advém dos estudos da Gestão por Objetivos e da Gestão para Resultados, adotando a compreensão de Gerenciar por Objetivos para se conquistar os Resultados. Deste modo, foi realizada uma pesquisa bibliográfica para identificar os principais frameworks sobre desempenho organizacional. Após esta etapa, foi estabelecida uma análise crítica dos frameworks, observando as principais contribuições e pontos fortes. E por último, foi construído um modelo de avaliação com o propósito de fazer um diagnóstico dos processos gerenciais, e qualificar em qual estágio a empresa objeto deste estudo se encontra, sob o enfoque da governança para resultados. O resultado desta avaliação refletiu as percepções dos funcionários e gestores sobre o desempenho e seus determinantes.