基于精益六西格玛理论的A市民政工作服务改进的研究

发布时间：2018-03-14 04:43

本文选题：精益　切入点：六西格玛　出处：《天津大学》2014年硕士论文　论文类型：学位论文

【摘要】：精益六西格玛起源于二十世纪七八十年代，是一种将精益生产与六西格玛管理相结合的方法论。其中精益生产的关键是通过减少任何形式的浪费，降低成本，加快过程速度，实现最大增值；六西格玛管理则注重消除质量缺陷，减少波动，不断创新，以实现顾客满意和最大收益的系统科学。所以，精益六西格玛既有精益生产关注的过程速度，又有六西格玛管理一贯提倡的过程质量，这不仅实现了速度与质量的同时提高，还降低了复杂性的成本。随着我国市场经济的不断发展，建设一个负责任、民主、高效的服务型政府已成为政府发展改革的重要目标，而精益六西格玛质量管理方法从制造业逐步延伸至公共管理部门，不仅有助于增强公共管理部门的回应能力，改进公共行政流程，提高工作效率，节省开支，更使得精益六西格玛倡导的“以顾客满意为目标”与公共部门管理中“执政为民”的理念不谋而合。本文首先分别对精益与六西格玛管理理论的含义、发展历程、核心思想和组织构成等方面进行了的阐述，并在此基础上总结了两者的异同点，，讨论了精益六西格玛实施的必要性及现实意义。其次，结合我国民政工作的发展现状，将精益六西格玛应用于民政工作当中，分析了在民政部门实施精益六西格玛管理的必要性及可行性，通过探讨得出民政部门实施精益六西格玛管理的具体流程。然后，以H省A市民政局为例，选取了服务质量为关键质量特性，建立了基于DMAIC模式的民政部门服务工作改进模型，通过数据收集、梳理、测量，分析寻找缺陷并进行改进得到成果。最后，本文对模型建立后的民政服务工作中的经验教训进行了总结，并对今后的工作提出了进一步的展望。
[Abstract]:Lean six Sigma originated in the 1970s and 1980s in 20th century and is a methodology that combines lean production with six Sigma management. The key to lean production is to reduce costs and speed up the process by reducing any form of waste. Six Sigma management focuses on eliminating quality defects, reducing fluctuations, and constantly innovating to achieve customer satisfaction and maximum revenue. Therefore, Lean six Sigma focuses on the process speed of lean production. There is also the process quality that six Sigma management has always advocated, which not only improves the speed and quality at the same time, but also reduces the cost of complexity. With the continuous development of the market economy in our country, we are building a responsible and democratic society. Efficient service-oriented government has become an important goal of government development and reform, and Lean six Sigma quality management method is gradually extended from manufacturing to public administration, which not only helps to enhance the responsiveness of public administration, Improving public administration process, improving work efficiency and saving expenses make Lean six Sigma advocate "customer satisfaction as the goal" and "ruling for the people" in public sector management. In this paper, the meaning of Lean and six Sigma management theory, the development course, the core thought and the organizational structure are expounded, and the similarities and differences between the two theories are summarized. The necessity and practical significance of implementing Lean six Sigma are discussed. Secondly, combined with the development of civil affairs in China, Lean six Sigma is applied to civil affairs. This paper analyzes on the necessity and feasibility of implementing Lean six Sigma management in civil affairs departments, and obtains the concrete process of implementing lean six sigma management in civil affairs departments. Then, taking the Civil Affairs Bureau of A City in H Province as an example, The service quality is selected as the key quality characteristic, and the service improvement model based on DMAIC mode is established. Through data collection, combing, measuring, analyzing and finding defects and improving the results, finally, This paper summarizes the experience and lessons of the civil service work after the establishment of the model, and puts forward further prospects for the future work.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：D632

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