辽沈公安分局执法服务质量管理体系的构建

发布时间：2018-05-18 18:39

本文选题：质量体系 + 公安　；参考：《大连理工大学》2001年硕士论文

【摘要】： 1)本文是关于城区警察组织质量管理体系的研究，论文的中心议题是如何构建能够确保执法服务质量持久改进的管理体系。由这一议题导出的个问题是：执法服务质量是如何形成的? 组织的缺陷如何导致了质量缺陷? 如何克服组织的缺陷以持续地改进质量? 围绕这一系列的问题，本文首先建立识别了分局所面临的不同服务对象——公众、外部顾客、内部顾客，界定了执法服务过程的内涵和外延。利用这些概念，本文采用内部文献分析、问卷调查、基准化、自我评价等方法，识别了辽沈公安分局中存在的的质量问题，，建立了问题树形结构，提出持续改进模型。同时，运用价值链理论，对分局现有的执法服务增值过程进行了分析，并提出执法服务模型。对以上两个模型的整合导出了质量管理体系模型，这一模型强调： ●分局的执法服务应以群众和一线员警的需要和执法实践的需要为导向； ●应对分局不同层次的全部活动过程的绩效进行持续的测量和改进； ●并通过全员参与确保管理层充分掌握有效的信息。根据模型框架，本文提出了质量管理体系方案。该方案以人民满意为目标，以人民满意率、投诉率、执法缺陷率为评价准则，以全员参与和持续改进为途径，通过多种评审工具实现警务工作质量的持久改进。作为方案形成的重要基础，作者对分局的评审改进过程进行了策划，并从填补管理漏洞的角度对执法服务体系做出调整。在此基础上，把这两个层次的策划结果统一纳入方案。质量管理体系的实施应成为分局的一项重大的战略举措，按照项目管理原则分步展开，并有意识地克服变革阻力中的可控因素。
[Abstract]:1) this paper is about the study of the quality management system of urban police organization. The central topic of this paper is how to construct a management system that can ensure the quality of law enforcement service to be improved for a long time. The questions derived from this topic are: How is the quality of law enforcement service formed? How do defects in the organization lead to quality defects? How to overcome the shortcomings of the organization in order to continuously improve the quality? Focusing on this series of problems, this paper first establishes and identifies the different service objects that the sub-bureau faces-the public, external customers, internal customers, and defines the connotation and extension of the law enforcement service process. Using these concepts, this paper uses the methods of internal literature analysis, questionnaire investigation, benchmarking, self-evaluation, etc., to identify the quality problems existing in Liao Shen Public Security Substation, to establish the problem tree structure, and to put forward the continuous improvement model. At the same time, the value chain theory is used to analyze the value-added process of law enforcement service, and the model of law enforcement service is put forward. The integration of the two models leads to a quality management system model that emphasizes: The law enforcement service of the sub-bureau should be guided by the needs of the masses and the front-line police and the needs of the law enforcement practice. The performance of the whole activity process at different levels of the bureau should be continuously measured and improved; And through the full participation of the management to ensure that the full possession of effective information. According to the model framework, this paper proposes a quality management system. The program aims at the satisfaction of the people, takes the satisfaction rate, the complaint rate and the law enforcement defect rate as the evaluation criterion, and takes the full participation and continuous improvement as the way to realize the lasting improvement of the police work quality through various evaluation tools. As an important basis for the formation of the scheme, the author plans the evaluation and improvement process of the sub-bureau, and adjusts the law enforcement service system from the point of view of filling up the management loopholes. On this basis, the two levels of planning results into the program. The implementation of the quality management system should become a major strategic move of the bureau. It should be carried out step by step according to the principles of project management and overcome the controllable factors in the resistance to change consciously.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2001
【分类号】：D631

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