政府机关后勤社会化服务质量考核评价研究

发布时间：2018-06-01 13:30

本文选题：政府机关后勤 + 社会化服务　；参考：《山东财经大学》2015年硕士论文

【摘要】：政府机关后勤是政府机关运行的保障部门,机关后勤服务的效率和质量直接影响到党政机关的履职效率和水平,为提高效率和质量,目前全国很多地、市进行了机关后勤社会化改革,即由社会专业服务公司为政府机关提供后勤服务。但是,机关后勤社会化服务模式在我国运作时间较短,理论研究和实践操作都处于起步阶段,缺乏对机关后勤社会化服务质量的科学、客观的综合评价体系,无法保证社会化服务质量,阻滞了政府机关后勤改革的进程。基于此,本文综合研究了国外政府机关后勤社会化服务发展动态以及国内政府机关后勤社会化服务研究现状,分析了政府机关后勤的产品属性,界定了后勤服务、质量考核等相关概念,明确了机关后勤社会化服务质量考核评价的理论基础。在理论分析的基础上,筛选相关指标,确立了一个包含四项一级指标和二十项二级指标的指标框架,并采用层次分析法确定指标权重,构建了政府机关后勤社会化服务质量考核评价指标体系,基于该指标体系制定了政府机关后勤社会化服务质量标准、明确考核内容和评分细则,制定了政府机关后勤社会化服务质量考核方法,明确了考核主体与对象、考核实施过程与结果反馈过程。同时,以济南市政府机关后勤社会化服务为例进行了实证分析,阐述了济南市机关后勤社会化服务现状,确立了后勤社会化服务质量考核小组,针对政府餐饮社会化服务质量实施考核,并提出针对反馈结果的管理措施。最后,基于分析结果提出对策建议,旨在进一步优化提升政府机关后勤工作,促进机关后勤改革,加快政府职能转变,尽快实现建立服务型政府的目标。本文的创新点有两个方面,一是构建了政府机关后勤社会化服务考核评价指标体系,注重定性分析与定量分析相结合,制定了政府机关后勤社会化服务质量标准和考核方法,为政府机关后勤社会化服务综合评价提供了系统的理论支撑;二是以济南市政府机关后勤社会化服务为例进行了实证分析,确立了济南市政府机关后勤社会化服务质量考核组织机构,对济南市政府机关餐饮服务质量进行考核,并进行有效反馈,对济南市政府机关后勤工作提供了新的思路和决策参考。
[Abstract]:Government organ logistics is the guarantee department of government organ operation. The efficiency and quality of organ logistics service directly affect the efficiency and level of Party and government organs. In order to improve efficiency and quality, many places in the country at present, The city carried on the socialization reform of the organ logistics, that is, the social professional service company provides the logistic service to the government organ. However, the mode of socialized service of organ logistics is in short time in our country, the theoretical research and practical operation are in the initial stage, and there is a lack of scientific and objective comprehensive evaluation system for the service quality of socialized service of organ logistics. Unable to guarantee the quality of socialized service, the process of logistic reform of government organs has been blocked. Based on this, this paper synthetically studies the development trend of the logistic socialization service of foreign government organs and the present situation of the domestic government organ logistics socialization service, analyzes the product attribute of the government organ logistics, and defines the logistics service. The related concepts, such as quality assessment, clarify the theoretical basis for the evaluation of the socialized service quality of organ logistics. On the basis of theoretical analysis, this paper selects relevant indicators, establishes an index framework including four first-level indexes and twenty second-level indicators, and uses AHP to determine the index weight. This paper constructs the evaluation index system of the socialized service quality of the government organs' logistics, based on the index system, formulates the quality standard of the socialized service of the government organs' logistics service, and clarifies the assessment contents and scoring rules. The evaluation method of the socialized service quality of government organ logistics is established, the subject and object of the assessment, the process of implementation and the feedback process of the result are defined. At the same time, taking the logistic socialization service of Jinan municipal government as an example, this paper makes an empirical analysis, expounds the present situation of the socialized service of the government in Jinan, and establishes the quality assessment group of the socialized service of the logistic service. The quality of socialized service of government catering is evaluated, and the management measures of feedback result are put forward. Finally, based on the analysis results, countermeasures and suggestions are put forward in order to further optimize the logistics work of government organs, promote the reform of organ logistics, speed up the transformation of government functions, and realize the goal of establishing service-oriented government as soon as possible. There are two aspects in the innovation of this paper. One is to construct the evaluation index system of the socialized service of government organ logistics, pay attention to the combination of qualitative analysis and quantitative analysis, and formulate the quality standard and assessment method of socialized service of government organ logistics. It provides a systematic theoretical support for the comprehensive evaluation of the socialized service of the government organs. Second, it takes Jinan Municipal Government as an example to carry out an empirical analysis. This paper establishes the organization of service quality assessment of Jinan municipal government organs, evaluates the quality of catering service of Jinan municipal government organs, and carries out effective feedback. It provides a new way of thinking and decision-making reference for the logistic work of Jinan municipal government.
【学位授予单位】：山东财经大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：D630

【参考文献】