先进管理方式在电子政务优化实施中的应用研究

【作者】 陈红捷；

【导师】 刘西林；

【作者基本信息】 西北工业大学 ， 管理科学与工程， 2004， 硕士

【摘要】 电子政务是信息化社会中政府实施管理的重要模式，采用先进的管理方法及相关的信息技术，对传统政务方式进行系统性地改造，切实有效地提高电子政务建设水平，已成为我国政府加入WTO后所面临的紧迫任务。 本文以电子政务的优化实施为主要研究对象，在系统思想的指导下，运用类比的方法，理论研究与实证分析并重。在阐述我国电子政务建设现状的基础上，分析了ERP、CRM与电子政务建设的共性与联系，并以此作为切入点，将ERP、CRM、BPR、BPI、TQM、虚拟组织结构等企业管理理念和方法引入电子政务建设中。通过整合政府内部资源和改进外部服务两方面的研究，提出了电子政务优化实施的方法和对策：运用并借鉴企业资源整合(ERP)的理念，实施政府资源计划(GRP，Government Resource Plan)，对政府内部资源进行优化配置；将客户关系管理(CRM)和全面质量管理(TQM)的理念与方法，运用于政府与社会公众之间良性互动关系的建立与维护，以及政府服务质量的不断提高。在此研究基础上，本文进一步探讨了政府管理理念的更新、政府组织结构的整合、政府业务流程的优化重组，以及与本文研究相关的电子政务标准化和安全性问题。最后，结合本文的相关研究，对工商行政管理电子政务系统进行了实证分析。更多还原

【Abstract】 E-government affairs are the kernel mode of the governmental administration. It has become an urgent task for our government to improve the development level of the E-government affairs effectively after the entry of WTO.The main research object of this thesis is the optimization of the E-government implementation. Guided by the systemic idea, the article uses the method of analogy, focusing on both academic research and demenstration.On the basis of expatiating the actuality of the E-government affairs in our country, this article analyses the commonness and relations between ERP CRM mode and E-government affairs, which are regarded as a cut-in point, and the related ideas as well as the methods on ERP CRM, BPR BPI Virtual organization are introduced into the construction of E-government affairs. From the internal relations among ERP, CRM TQM and E-governnient affairs, the article uses ERP for reference, and brought forward the idea of constructing the GRP system in order to manage the governmental resources more effectively, uses CRM for reference in order to establish and maintain the good relations between government and public, uses TQM for reference in order to improve the governmental service quality. From the internal and external aspects’research, a countermeasure of enhancing the implementing level of E-government affairs is provided. On the basis of above, the thesis discusses the renovation of the idea of governmental management, the integration of the governmental organization structure, the optimization and recombination of the governmental affairs process. Finally, the article draws the conclution and demonstrates it with an example of the one-stop business administration system.更多还原