地方政府公共服务质量管理体系构建研究-行政管理专业论文.docx

II II ABSTRACT The paper focuses on the establishment of quality management system in local government based on the reality needs of building the service-oriented government, the scientific concept of development and the theory of service management, quality management and government management. Its main purpose is to think and explore the standardizing of public service in local government and behavior patterns and to improve public service delivery capacity and performance using the concepts and methods of quality management. The paper established public service quality management system in local government using the methods of combining theoretical research and application studies, empirical research and normative research, qualitative analysis and quantitative analysis. It presented the necessity and feasibility of the establishment of quality management system in local government based on the status analysis of public service quality in local government, put forward the principles and requirements to establish the quality management system in local government, established the public service quality management system in local government which based on such four factors as the management responsibility, the resource management, the service process and the assessment, analysis and improvement. At last, the paper considered that the construction procedures of public service quality management system in local government should include the overall plan and design, the document process, the implementation, the adjustment, the maintenance and the improvement. Research results would offer a wide-range perspective for the model and its innovative research of public service quality management in our local government, enrich and promote the basic theoretical research on the establishment of quality management system in local government. At the same time, it should provide the target model, the reform strategy and the path selection for the practice of public service manage