【作者】 陆为民；

【导师】 韩文秀；

【作者基本信息】 天津大学 ， 管理科学与工程， 2007， 博士

【摘要】 政府全面质量管理研究是当前公共管理和质量管理领域中非常重要的研究课题。本文综述了质量管理理论与方法的最新研究成果,分析了我国政府在质量管理研究中存在问题,在此基础上,应用系统化的管理思想和定性与定量相结合的方法,对政府全面质量管理理论与方法进行了系统深入的研究,具有重要的理论意义和较大的实用价值。主要研究成果如下:第一,质量管理体系的研究,研究了政府组织质量管理的特点,分析了质量管理模式基本内容,运用集成管理的理论,提出了政府组织质量管理的基本体系框架,同时研究了与之相适应的政府质量管理层次体系、质量管理技术体系和支持体系的基本内容。研究了现代虚拟政府的概念、特征与作用,分析了虚拟政府质量管理体系的基本要求,建立了虚拟政府质量管理组织模型、质量管理结构模型与任务结构模型。第二,本文阐述了当前我国公共政策制定过程中的主要问题及其原因,探讨了在政策制定过程中引入并行工程的可能性,研究了并行政策制定模式的基本内容和特点,提出了实施并行政策制定模式的策略。研究了基于QFD的服务产品设计的系统方法,并进行了案例研究。第三,业务流程是政府部门服务质量的基础,制定合理的流程是保证公共服务达到预期标准的重要途径。政府部门流程再造是政府部门进行质量管理的重要阶段与组成部分,它既是质量管理体系完善的体现,也是组织实施各项质量管理活动的基础。本文在前述政府部门质量管理总目标和各项质量管理功能的基础上,研究了基于质量管理体系的政府流程再造的基本概念,包括政府流程再造的意义和基本原则,本章并将模糊集理论和灰色关联决策理论应用到FMEA中,提出了基于改进FMEA的业务流程的优化与控制方法。第四,本文分析了政府质量控制中存在的问题,提出了政府服务质量控制系统的基本模式。探讨了顾客满意度分析在信息技术支持下进行面向过程的政府服务质量控制的可能性。将质量控制图方法引入政府服务质量控制,研究了基于模糊识别方法的政府服务质量的诊断方法,并进行了案例研究。第五,研究了政府全面质量管理绩效评价的概念、程序和方法。构建了政府质量管理绩效评价体系,探讨了模糊数学、DEA和AHP在政府质量管理绩效评价中的应用。更多还原

【Abstract】 The theories, methods and applications of Total Quality Managemen(tTQM) in Government are important topics of research in public management and quality management. The dissertation studies quality management theories and methods in depth. Based on the analysis of the current problems of the research and application of quality management in China, the dissertation focuses on the integrated Quality management methodology and implementation techniques in terms of TQM in Government. The major research results include the followings.First, the dissertation elucidates the characteristics of the quality management in Government, and analyses the complexities of the quality management in Government.It formulates integrated quality management system structure and its corresponding cost management methodology (such as the hierarchy model, process cost management model and knowledge sharing) using the concepts of integration of management. The dissertation studies concept, characteristics and effect, It formulates the organization model, the structure model and work breakdown structure about quality management in government.The dissertation expounds the problems of public policy-making and their causes in China. The dissertation probes the possibility of introducing the Concurrent Engineering into policy-making, and studies content and characteristic about concurrent mode of public policy-making. It also presents the strategies of implementing the concurrent mode of policy-making. The dissertation studies the design method of service product based on QFD. By actual application, satisfying solution was obtained.The business process is the basis of the quality of government service, so the reasonable process is an important method to ensure the anticipant standard. Government process reengineering is an important phrase of the government quality management, which not only is the representation of the quality management system, but also is the basis of the different activities. Based on the goals and the functions of the government quality management that are discussed before, this dissertation studies the basic concepts of the government process reengineering, including the basic contents and principle, It presents an optimized method of the government business process reengineering based on the improved FMEA which is used the fuzzy set theory and grey relation decision theory in the FMEA procedure. By actual application, satisfying solution was obtained.Fourth, based on the analysis of quality control in government, the dissertation presents the model of quality control in government. The dissertation discusses the possibility of control quality in government by analysis of customer satisfaction index. It adopts the concepts of control charts in quality control of government, and studies diagnosis of service quality of government by the fuzzy pattern recognition. By actual application, satisfying solution was obtained.Fifth, the dissertation studies the concepts, procedure and methods of quality performance evaluation in government, and systematically establishes the index system of evaluating quality performance evaluation in government. The dissertation studies the application about fuzzy mathematics, DEA and AHP in quality performance evaluation in government更多还原