基于流程再造视角下的我国高校一站式服务中心发展现状研究
发布时间：2018-07-18 15:23
【摘要】：20世纪末,流程再造理论在美国麻省理工学院对于高校工作模式的改革产生了深远的影响,后来国外管理学界将其很好地应用于企业和政府。我国对于流程再造理论的应用还尚存于企业和政府领域,鲜有对于高校的成功案例。国外高校一站式服务中心最早兴起于21世纪初的英国,其服务的核心便是以高效、便捷的流程为主要特色,因而不断发展和建立于世界各大高校。我国在2009年首度将该中心模式引入,在中国科学技术大学正式建立中国第一所高校一站式服务中心。对比流程再造理论和高校一站式服务中心的基本特性,可以发现两者具有天然的耦合度。这正是本研究站在流程再造的角度去对我国高校一站式服务中心的发展现状进行分析研究的根本原因。我国高校一站式服务中心相对来说已经具有了四年多的发展规模,同时伴随其发展的过程中也产生了一些需要关注的问题。 本研究对我国具有代表性的两所高校：中国科学技术大学和杭州师范大学的本科生和研究生进行问卷调查与访谈。通过从总体满意度、业务流程为核心、创造价值和顾客需求为导向、管理团队为单位、信息技术为依托以及基于流程再造理论原则下的服务模式需求分析这六个维度对两所高校的本科生和研究生进行调查研究。通过比较分析,两所高校的总体满意度均一般,但杭州师范大学比中国科学技术大学的满意度稍高；业务流程都亟待优化；在服务效率和创造价值方面都有一定的积极作用,但是需要进一步提升服务意识和顾客意识；工作团队的建设不够完善,相应的一些配套设施和信息技术手段需要不断加强；而在基于流程再造理论原则下的服务模式需求分析方面两所高校都给予了一定的积极反馈,但是对于中国科学技术大学已经实施的“首问负责制”和“限时结办制”效果并不是很好。本研究建议：应该通过不断细化组织流程和精简管理层次；提升工作团队的专业度和服务意识；升级改进网络服务平台,建立和提升相关配套设施；并且对于高校一站式服务中心的关注和宣传力度也需要提升,从而不断地促进高校一站式服务中心在我国高校中更好、更快地发展。
[Abstract]:At the end of the 20th century, the theory of process reengineering had a profound influence on the reform of the work model of colleges and universities in Massachusetts Institute of Technology (MIT) of the United States, and then applied it well to enterprises and governments in foreign management circles. The application of process reengineering theory in our country still exists in the field of enterprise and government, and there are few successful cases for colleges and universities. The one-stop service center of foreign universities was first developed in Britain in the early 21st century. The core of its service is characterized by efficient and convenient process, so it is constantly developed and established in universities and colleges all over the world. In 2009, China introduced the center model for the first time, and formally established the first university one-stop service center in the University of Science and Technology of China. Comparing the basic characteristics of process reengineering theory and one-stop service center in colleges and universities, we can find that they have natural coupling degree. This is the fundamental reason why this research station analyzes and studies the development status of one-stop service center in Chinese universities from the point of view of process reengineering. The one-stop service center of colleges and universities in our country has been developing for more than four years, and at the same time, some problems need to be paid attention to in the course of its development. This study investigated and interviewed undergraduates and postgraduates from China University of Science and Technology (CUST) and Hangzhou normal University (HNU). Through overall satisfaction, business processes as the core, value creation and customer demand as the orientation, management team as the unit, On the basis of information technology and the requirement analysis of service mode based on the theory of process reengineering, this paper investigates the undergraduate and graduate students in two universities. Through comparative analysis, the overall satisfaction of the two universities is general, but the satisfaction of Hangzhou normal University is slightly higher than that of the China University of Science and Technology, the business process is in urgent need of optimization, and both have a positive role in service efficiency and value creation. However, the service awareness and customer awareness need to be further enhanced, the construction of the work team is not perfect, and the corresponding supporting facilities and information technology means need to be continuously strengthened. The two colleges and universities have given some positive feedback on the demand analysis of service model based on the theory of process reengineering. However, the effect of the "first question responsibility system" and "time limit system" implemented by the University of Science and Technology of China is not very good. The suggestions of this study are as follows: to continuously refine the organizational process and streamline the management level; to enhance the professionalism and service awareness of the work team; to upgrade and improve the network service platform; to establish and upgrade related facilities; And the attention and propaganda of the one-stop service center in colleges and universities also need to be improved, so as to promote the better and faster development of the one-stop service center in colleges and universities in our country.
【学位授予单位】：首都师范大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：G647
本文编号：2132327
[Abstract]:At the end of the 20th century, the theory of process reengineering had a profound influence on the reform of the work model of colleges and universities in Massachusetts Institute of Technology (MIT) of the United States, and then applied it well to enterprises and governments in foreign management circles. The application of process reengineering theory in our country still exists in the field of enterprise and government, and there are few successful cases for colleges and universities. The one-stop service center of foreign universities was first developed in Britain in the early 21st century. The core of its service is characterized by efficient and convenient process, so it is constantly developed and established in universities and colleges all over the world. In 2009, China introduced the center model for the first time, and formally established the first university one-stop service center in the University of Science and Technology of China. Comparing the basic characteristics of process reengineering theory and one-stop service center in colleges and universities, we can find that they have natural coupling degree. This is the fundamental reason why this research station analyzes and studies the development status of one-stop service center in Chinese universities from the point of view of process reengineering. The one-stop service center of colleges and universities in our country has been developing for more than four years, and at the same time, some problems need to be paid attention to in the course of its development. This study investigated and interviewed undergraduates and postgraduates from China University of Science and Technology (CUST) and Hangzhou normal University (HNU). Through overall satisfaction, business processes as the core, value creation and customer demand as the orientation, management team as the unit, On the basis of information technology and the requirement analysis of service mode based on the theory of process reengineering, this paper investigates the undergraduate and graduate students in two universities. Through comparative analysis, the overall satisfaction of the two universities is general, but the satisfaction of Hangzhou normal University is slightly higher than that of the China University of Science and Technology, the business process is in urgent need of optimization, and both have a positive role in service efficiency and value creation. However, the service awareness and customer awareness need to be further enhanced, the construction of the work team is not perfect, and the corresponding supporting facilities and information technology means need to be continuously strengthened. The two colleges and universities have given some positive feedback on the demand analysis of service model based on the theory of process reengineering. However, the effect of the "first question responsibility system" and "time limit system" implemented by the University of Science and Technology of China is not very good. The suggestions of this study are as follows: to continuously refine the organizational process and streamline the management level; to enhance the professionalism and service awareness of the work team; to upgrade and improve the network service platform; to establish and upgrade related facilities; And the attention and propaganda of the one-stop service center in colleges and universities also need to be improved, so as to promote the better and faster development of the one-stop service center in colleges and universities in our country.
【学位授予单位】：首都师范大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：G647
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