Abstract
The Satisfaction Evaluation on the Re-structured System of the Food and Drug Administration(FDA) In order to effectively guarantee consumers and clients of FDA the utmost satisfaction, the evaluation on the newly-designed operational system has been initiated and applied to officials in charge and clients involved with the service delivery of FDA. During October to December 1998, a questionnaire and an interviewing on a level of officials and clients’ satisfaction had been distributed to those targeted groups, evaluated and compared with the former operational system in each individual division, ranging from Drug Control Division, Food Control Division, Cosmetics Control Division, Medical Device Control Division, Toxic Substances Control Division to Narcotics Control Division. In general, clients of FDA using the new system of service delivery do content with the re-structuring, especially in Cosmetics Control Division and Toxic Substances Control Division ( the range is between 3.50-4.49). More specifically, when compared with the former system, the results are as follows:The re-structuring is better off by far when applied to the Cosmetics Control Division.The re-structuring is somewhat better than the previous system when applied to Drug Control Division, Food Control Division and Toxic Substances Control Division. However, some possible adjustments would increase more efficiency and satisfaction .The re-structuring is acceptable but less satisfied clients than the previous system was when applied to the Medical Device Control Division. In sum, the evaluation reflected overall satisfaction on the re-structured system when compared to the former one (the range is above 3.0) but was not as outstanding as it has been expected. With regard to the level of satisfaction among officials involved in the FDA, a production division and a support division are contented with the re-structuring (the range is between 2.5-3.49). When compared with the previous system, the production division is convinced that the new one is less satisfied and is expected to be developed both in terms of the promptness of coordination and cooperation. With respect to the supporting division, the evaluation also turned out to be negative in which it implies that the new one does need a strong determination from FDA to develop in almost every sense, from coordination, efficiency, responsibility to overall effectiveness and quality of service delivery.
