公共服务质量管理绩效指标体系及其应用研究

发布时间：2018-04-14 14:09

本文选题：公共服务 + 公共服务质量　；参考：《南昌大学》2006年硕士论文

【摘要】：尽管当前我国政府公共部门在转变机关作风、规范行政行为和提高服务质量等方面进行了很多探索，也取得了很大成绩，但在管理模式、工作方式、工作效率、服务质量和行政成本控制等方面仍存在着许多不足。如何切合我国实际，消除或减少上述不足，，使我国政府由管制型政府模式顺利过渡到服务型政府模式，是当前我国政府公共部门所面临的重要课题之一。为此，本文提出在政府公共部门导入ISO9000国际标准、开展公共服务质量管理活动、构建和实施公共服务质量管理体系来达到上述目的。论文从界定公共服务质量的几个基本概念入手，探讨了公共服务质量的形成过程，归纳了影响公共服务质量的因素，给出了公共服务质量管理的一般方法和步骤，并对公共服务质量绩效指标体系及其应用进行了系统研究，包括绩效指标体系的设计、权重系数的确定和绩效目标的管理等，最后以江西省国家税务局为对象，综合运用上述研究成果进行实证分析。
[Abstract]:Although the public sector of our government has made a lot of explorations in changing the style of government, standardizing administrative behavior and improving the quality of service, and so on, it has also made great achievements, but it has made great achievements in terms of management mode, working mode, working efficiency, etc.There are still many deficiencies in service quality and administrative cost control.How to meet the reality of our country, to eliminate or reduce the above deficiencies, and to make our government transition smoothly from the mode of regulatory government to the mode of service-oriented government, is one of the important issues facing the public sector of our government at present.Therefore, this paper proposes to introduce ISO9000 international standards into the government public sector, carry out public service quality management activities, and construct and implement the public service quality management system to achieve the above purpose.Starting with the definition of several basic concepts of public service quality, this paper discusses the forming process of public service quality, sums up the factors affecting public service quality, and gives the general methods and steps of public service quality management.The performance index system of public service quality and its application are systematically studied, including the design of the performance index system, the determination of the weight coefficient and the management of the performance target, etc. Finally, the State Taxation Bureau of Jiangxi Province is taken as the object.Comprehensive use of the above research results for empirical analysis.
【学位授予单位】：南昌大学
【学位级别】：硕士
【学位授予年份】：2006
【分类号】：F062.6

【引证文献】