基于顾客导向的上海计划生育药具服务的研究.doc

上海交通大学MPA学位论文基于顾客导向的上海计划生育药具服务研究择权和监督权。本文通过五个章节开展研究。第一章：绪论，说明本研究的背景和意义、国内外研究文献综述、基本框架、研究方法及创新点。第二章：本章首先界定计划生育药具服务、顾客导向的政府服务概念，并对顾客导向方面理论和计划生育优质服务等相关理论进行剖析。第三章：概括总结国外政府在公共服务中的顾客导向实践，寻求上海计划生育药具服务如何应用顾客导向的启示。在研究我国计划生育服务中顾客导向实践情况的基础上，找出经验与不足点，作为本研究的参考。第四章：对上海计划生育药具服务中人、财、物等资源有限，服务对象结构发生变化，育龄群众需求层次增加等状况进行分析。第五章：在国内外的实践基础上，应用相关理论，从三个方面进行上海计划生育药具服务实施顾客导向的对策研究。关键词：顾客导向，计划生育药具服务，定位，绩效评估II上海交通大学MPA学位论文基于顾客导向的上海计划生育药具服务研究THERESEARCHOFSHANGHHAIFAMILYPLANNINGCONTRACEPTIVESSERVICEBASEDONCUSTOMERORIENTATIONABSTRACTFamilyplanningcontraceptivestofamilyplanningserviceisprovidedbythemassesofbasicnationalpolicyofapublicservicesandpublicgoods,publicservices,populationandfamilyplanningsystemisanimportantpart.2005,thestateproposeddeepeningthereformcontraceptives,familyplanningcontraceptivesservices,hasenteredanewstageofdevelopment.Withtheeconomictransition,socialtransformationandmobilepopulationincreasecontraceptivesforfamilyplanningservices,Shanghaiisfacingmanynewsituationsandnewproblems:thefirsthuman,financial,andmaterialresourcesarelimitedandcannotmeetallofallofthediverse,multi-level,individualneeds;Second,thestructureofclientschange,increase;Third,contraceptivesforfamilyplanningservicestothepeopleofchildbearingagehasputforwardnewdemands.III上海交通大学MPA学位论文基于顾客导向的上海计划生育药具服务研究FAMILYPLANNINGserviceswanttomeettheneedsofchild-bearingage,people-oriented,improveservicecapabilityandlevelofcontraceptivesforfamilyplanningservicesmustbecustomer-orientedresearch.Therefore,basedoncustomer-orientedservicesresearchinShanghaifamilyplanningcontraceptiveshassometheoreticalsignificance,butalsopracticalsignificance.ThisfamilyplanningcontraceptivesservicestoShanghaitostudytheobject,itscustomer-orientedtheorystudyincludedthreeaspects,onetostudyhowlimitedresourcestomeetdifferentcustomercircumstancesandofferedaresponsiveservicetocreatecustomervalue.Second,researchhowtoimprovefamilyplanningcontraceptivesShanghaiservicesectorperformanceevaluationtoprovidecustomerswithqualityservice.Third,commitmenttoresea