HC县质监局满意度提升研究

发布时间：2018-12-12 14:57

【摘要】：随着我国经济社会的高速发展,质量问题越来越凸显其重要性。质量技术监督部门作为经济社会发展保障体系的重要组成部分,在推动产品质量水平提升方面发挥着越来越重要的作用,与此同时,我国政府模式正由管制型向服务型转变。在这种趋势下,构建服务型的质监部门显得尤为重要。服务型的政府部门是按照民众自身的意愿来提供公共服务的,使公民感到满意是其主要目标,所以,提升顾客满意度成为构建服务型质监部门的重要工作之一本文首先简单介绍了文章的研究背景,阐述了质监部门顾客满意度的研究意义,然后介绍了服务型政府、顾客满意度、流程优化与再造等理论,对这些理论的相关概念和国内外研究现状进行了整理归纳,为后文的实证研究奠定了理论基础。随后,对HC县质监局的管理职能进行了简要的介绍,并结合前文的理论研究建立了质监局顾客满意度指数模型,通过发放调查问卷的方式,对HC县企业进行了顾客满意度的测评。再经过数据的收集、统计和分析,得出影响HC县质监局顾客满意度的主要因素及存在的问题。其后对这些存在的问题进行了系统的分析,找出了造成这些问题的主要原因,并结合HC县质监局的实际情况提出了相应的改进措施,对现有的工作流程进行诊断分析,实施优化再造,最后将实施改进措施前后的工作效果进行对比,以校验改进措施的有效性。在全部研究工作结束以后,对本文的研究进行了总结和展望。本文将服务型政府和顾客满意度理论结合起来,探讨了构建服务型政府的有效途径,并丰富了顾客满意理论的适用范围。通过对HC县企业进行的实证调查及提升研究,对于建立服务型质监部门和促进当地经济发展具有积极的推动作用。
[Abstract]:With the rapid development of our country's economy and society, the quality problem is becoming more and more important. As an important part of the guarantee system of economic and social development, the quality and technical supervision department plays a more and more important role in promoting the quality level of products. At the same time, the government mode of our country is changing from the control type to the service type. In this trend, the construction of service quality supervision department is particularly important. Service-oriented government departments provide public services in accordance with the will of the people themselves, and their main objective is to satisfy the citizens. To improve customer satisfaction has become one of the important work of constructing service-oriented quality supervision department. Firstly, this paper briefly introduces the research background of the article, expounds the significance of customer satisfaction research in quality supervision department, and then introduces service-oriented government, customer satisfaction degree. Based on the theories of process optimization and reengineering, the related concepts of these theories and the current research situation at home and abroad are summarized, which lays a theoretical foundation for the later empirical research. Then, the management function of HC county quality supervision bureau is briefly introduced, and the customer satisfaction index model of quality supervision bureau is established based on the previous theoretical research. The customer satisfaction of HC county enterprises was evaluated. Through data collection, statistics and analysis, the main factors and problems affecting customer satisfaction of HC County quality Supervision Bureau are obtained. After that, the existing problems are systematically analyzed, the main causes of these problems are found out, and the corresponding improvement measures are put forward according to the actual situation of the HC County quality Supervision Bureau, and the existing work flow is diagnosed and analyzed. In order to verify the effectiveness of the improvement measures, the results before and after the implementation of the improvement measures are compared in order to verify the effectiveness of the improvement measures. After all the research work is finished, the research of this paper is summarized and prospected. This paper combines the theory of service-oriented government and customer satisfaction, discusses the effective way to construct service-oriented government, and enriches the scope of application of the theory of customer satisfaction. Through the empirical investigation and promotion research on the enterprises in HC county, it has a positive role in promoting the establishment of service-oriented quality supervision department and promoting the development of local economy.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F203

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