【作者】 陆曙汉；

【导师】 罗殿龙； 韦玖灵；

【作者基本信息】 广西大学 ， 行政管理， 2008， 硕士

【摘要】 在构建和谐社会的时代背景下,建设公共服务型政府是我国政府管理理念的一次革命。在全球化和信息化的时代变革面前,公众对政府的服务质量、服务效率和成本控制提出了越来越高的期望和服务要求。西方一些发达国家很注重政府服务质量改进,不仅对政府服务的满意度进行调查、发布,而且对服务中的重大差错进行问责,目的就在于要建设一个以“顾客”为中心的、公民信任的政府。全面质量管理(Total Quality Management,以下简称TQM),是一种由顾客的需要和期望驱动的管理哲学,始由美国通用电器公司的费根堡姆(A.V.Feigenbaum)于20世纪60年代提出。TQM的理念提出以后,以其科学性和实用性已形成一门新兴的独立学科,进入20世纪80年代后,逐渐被引入到政府工作中。在政府实施TQM,虽然其基本原则与企业产品、服务的质量管理是一样,如都要强调顾客满意、基于事实的管理、尊重员工和PDCA循环等,但在具体实施中需结合政府的特点,把重点放在政府公共服务的质量上,包括重新定位政府角色,建立以顾客为中心、高绩效、接受公众议论、更加有效和高效率地使用资源的政府。以公共管理理论为基础,以TQM方法为操作手段,提倡以人为本,讲求人力资源的最佳配置,是解决政府体制改革创新中的必然选择。2007年10月15日中国共产党第17次全国代表大会报告和2008年3月5日十一届全国人民代表大会政府工作报告都明确提出了我国今后将进一步深化行政管理体制改革,建设服务型政府,这为基层政府部门继续解放思想,全面推行TQM创造了良好机遇,将有利于政府改革。西方发达国家的实践证明,在体制改革与创新过程中,引入TQM是行之有效的,这为我国基层政府进行体制改革与创新提供了借鉴。我国一些地方政府(部门)实施TQM的实例,也充分证明了TQM中国化已经迈出了重要的一步。本课题以广西基层政府为研究切入点,运用理论联系实际、演绎与归纳相结合、实证分析与规范研究相统一的研究方法,研究TQM在广西基层政府的本土化可行性。在广西基层政府中实施TQM,能使基层政府确立全新的行政管理思想,使政府内部运行日趋科学化、规范化和精细化,促进依法行政服务质量的不断提高。探索广西基层政府全面质量管理的模式,研究广西基层政府实施TQM的策略,对于巩固转变机关作风、提高行政效能的实践成果,促进基层构建服务型政府有实际意义。更多还原

【Abstract】 Under the background of building the harmonious society, It is a revolution of our government on management idea to construct a public service-oriented government. In face of the times changes of globalization and informatization, the public have higher and higher expectation and service requirements for government service quality, efficiency, and cost control. Some western developed countries pay much attention to improving the quality of the government services, not only making surveys on the customers’ satisfaction about government services and releasing them, but also affixing responsibilities for major errors in their service. The goal is to build a customer-centralized and citizen-trust government.Total quality management (hereinafter to be referred as TQM), is a kind of management philosophy driven by customers’ demands and expectations, first raised by A.V.Feigenbaum who’s from the General Electric Company in U.S.A in 1960s. Following the introduction of the concept of TQM, it has formed a new independent subject with its scientific and practical idea and has been gradually introduced to the government work after 1980s. In the implementation of TQM, although its basic principles are nearly the same with enterprises’ quality of management in their products and services, such as the stress on customers’ satisfaction, the management based facts, the respect to employees and the PDCA cycle, it should be combined with the government’s characteristics in the implementation, focusing on the quality of the public services, including repositioning the government role, and establishing a customer-centralized, high-performance, open-to-public government, which will use resources more effectively and efficiently. It is the inevitable choice of government system reform and innovation which is on the basis of the theory of public management, taking TQM methods for operational means, promoting people-oriented idea, and stressing the best allocation of human resources. The Chinese Communist Party has made it clear at its 17th National Congress report in October 15th, 2007, and in March 5th, 2008, the 11th National People’s Congress has also advanced in the government work report that China will furtherly deepen the administrative reform, and build a service-oriented government. Thus it creates a good opportunity for grassroots government to continue emancipating the mind and implementing the TQM, which will be propitious to government reform. Western developed countries’ experiment has proved that, in the process of reform and innovation, the introduction of TQM is very effective, and it has provided reference for our grass-roots governments on its administrative reform and innovation. The implementation of TQM in some local governments (departments) is the example which has fully proved that TQM has already taken an important step in China.This article takes the grass-roots governments of Guangxi as its point of penetration, linking theory with practice, using deductive-inductive methods, linking the empirical analysis with normative research, so as to study the feasibility of the TQM’s localization in grass-roots government of Guangxi. The implementation of TQM in the Grass-roots government in Guangxi enables the grass-roots government to establish a new administration idea, the internal operation to be more scientific, standardized and refined, and impels improving the service quality in administration according to law. Exploring Total Quality Management models in the grass-roots governments, and researching the enforcement strategies of its implementation of TQM has practical significance to consolidate the achievement in changing the work style of office and increasing the administrative efficiency, even to build a service-oriented grass-roots government.更多还原