青島市機關服務品牌建設研究
發(fā)布時間：2018-10-31 20:46
【摘要】： 近年來,隨著我國社會主義精神文明的發(fā)展,公民的民主意識不斷提高,在各個領域,公民對服務的質(zhì)量要求也越來越高。在這一背景下,2001年,青島市在市直機關開展“學海爾,創(chuàng)品牌”活動,推出機關服務品牌建設,主張借鑒企業(yè)管理中品牌建設的成功經(jīng)驗和方法,提高政府效率和服務質(zhì)量,滿足公民對公共服務的高質(zhì)量要求,提升政府形象。之后,青島市機關服務品牌的創(chuàng)建范圍擴展到全青島市機關。這樣,品牌不再是企業(yè)界的專利,它逐漸滲透到公共管理學、社會學等領域。機關服務品牌是機關提供的公共服務的外在表現(xiàn)形式,是以優(yōu)質(zhì)服務的價值觀為核心,體現(xiàn)服務特色,展示服務形象的理念標識,是反映機關的組織管理、文化理念、服務內(nèi)涵、服務機制、服務創(chuàng)新和整體形象俱佳的綜合標志。 但是,對于青島市創(chuàng)建機關服務品牌這一做法,目前在學術領域尤其是在公共管理學領域還沒有深入探討,還沒有從理論上對青島市的這一做法進行客觀評價。對于擔負社會行政管理、行政執(zhí)法職責的國家政府機關是否可以創(chuàng)建自己的服務品牌?是否可以借鑒企業(yè)品牌建設的成功經(jīng)驗?怎樣創(chuàng)建品牌?創(chuàng)建品牌的經(jīng)驗是什么等問題還沒有形成一致的看法。 本文在詳細介紹青島市機關服務品牌建設概況的基礎上,從公共管理學的角度,運用新公共管理理論,對青島市的這一做法進行客觀評價,并針對存在的問題提出了解決對策。 青島市機關服務品牌建設是“政府機關學習企業(yè)”的大膽嘗試,是新公共管理理論在我國的具體應用,在建設的過程中取得了一定的成就,這一做法值得肯定。但是由于機關與企業(yè)、機關服務品牌與企業(yè)品牌存在不同,同時由于新公共管理理論本身的局限性,機關服務品牌建設難免存在一些問題,因此在建設的過程中,不能盲目照搬照抄企業(yè)品牌建設的做法,不能像企業(yè)品牌建設那樣走商業(yè)化的道路。要把構建服務型政府作為機關服務品牌建設的最終落腳點,在具體做法上不斷完善和改進,明確服務要求和質(zhì)量標準,培養(yǎng)公務員的服務品牌意識,提供高質(zhì)量的服務。
[Abstract]:In recent years, with the development of socialist spiritual civilization in our country, citizens' democratic consciousness has been improved constantly. Against this background, in 2001, Qingdao launched the "learn Haier, create brand" activities in the municipal authorities, promoted the building of the service brand of the government, advocated to learn from the successful experience and methods of brand building in the enterprise management, and to improve the efficiency and service quality of the government. To meet the high-quality requirements of citizens for public services, improve the image of the government. After that, the establishment of Qingdao municipal service brand extended to all Qingdao authorities. In this way, the brand is no longer the patent of the business community, it gradually permeates the field of public management, sociology and so on. Agency service brand is the external manifestation of the public service provided by the government, the core of which is the value of high quality service, the idea of reflecting the characteristics of service and showing the image of service, and the idea of reflecting the organization, management and culture of the organ. Service connotation, service mechanism, service innovation and the overall image of a comprehensive symbol. However, the practice of establishing service brand in Qingdao has not been deeply discussed in academic field, especially in the field of public management, and it has not been evaluated objectively in theory. For the social administration, administrative law enforcement responsibilities of the national government agencies can create their own service brand? Can we learn from the successful experience of brand building? How to create a brand? There is no consensus as to what the experience of building a brand is. On the basis of introducing the general situation of Qingdao government service brand construction in detail, this paper, from the perspective of public management, applies the new public management theory to the objective evaluation of this practice in Qingdao, and puts forward some countermeasures to solve the existing problems. The construction of Qingdao government service brand is a bold attempt of "government organs to learn from enterprises", is the concrete application of new public management theory in China, and has made certain achievements in the process of construction, which is worthy of recognition. However, due to the differences between the government and the enterprise, the service brand of the government and the brand of the enterprise, and because of the limitations of the new public management theory itself, there are inevitably some problems in the construction of the service brand of the organ, so in the process of construction, We should not blindly copy the enterprise brand construction, and not follow the commercial road like the enterprise brand construction. It is necessary to take the construction of service-oriented government as the final foothold of the building of service brand, improve and improve the concrete methods, clarify the service requirements and quality standards, cultivate the consciousness of service brand of civil servants, and provide high-quality service.
【學位授予單位】：中國海洋大學
【學位級別】：碩士
【學位授予年份】：2008
【分類號】：D630
本文編號：2303497
[Abstract]:In recent years, with the development of socialist spiritual civilization in our country, citizens' democratic consciousness has been improved constantly. Against this background, in 2001, Qingdao launched the "learn Haier, create brand" activities in the municipal authorities, promoted the building of the service brand of the government, advocated to learn from the successful experience and methods of brand building in the enterprise management, and to improve the efficiency and service quality of the government. To meet the high-quality requirements of citizens for public services, improve the image of the government. After that, the establishment of Qingdao municipal service brand extended to all Qingdao authorities. In this way, the brand is no longer the patent of the business community, it gradually permeates the field of public management, sociology and so on. Agency service brand is the external manifestation of the public service provided by the government, the core of which is the value of high quality service, the idea of reflecting the characteristics of service and showing the image of service, and the idea of reflecting the organization, management and culture of the organ. Service connotation, service mechanism, service innovation and the overall image of a comprehensive symbol. However, the practice of establishing service brand in Qingdao has not been deeply discussed in academic field, especially in the field of public management, and it has not been evaluated objectively in theory. For the social administration, administrative law enforcement responsibilities of the national government agencies can create their own service brand? Can we learn from the successful experience of brand building? How to create a brand? There is no consensus as to what the experience of building a brand is. On the basis of introducing the general situation of Qingdao government service brand construction in detail, this paper, from the perspective of public management, applies the new public management theory to the objective evaluation of this practice in Qingdao, and puts forward some countermeasures to solve the existing problems. The construction of Qingdao government service brand is a bold attempt of "government organs to learn from enterprises", is the concrete application of new public management theory in China, and has made certain achievements in the process of construction, which is worthy of recognition. However, due to the differences between the government and the enterprise, the service brand of the government and the brand of the enterprise, and because of the limitations of the new public management theory itself, there are inevitably some problems in the construction of the service brand of the organ, so in the process of construction, We should not blindly copy the enterprise brand construction, and not follow the commercial road like the enterprise brand construction. It is necessary to take the construction of service-oriented government as the final foothold of the building of service brand, improve and improve the concrete methods, clarify the service requirements and quality standards, cultivate the consciousness of service brand of civil servants, and provide high-quality service.
【學位授予單位】：中國海洋大學
【學位級別】：碩士
【學位授予年份】：2008
【分類號】：D630
【引證文獻】
相關碩士學位論文 前2條
1 楊道忠;我國政府機關服務品牌建設的初步研究[D];山東大學;2010年
2 李文強;基于多層次模糊綜合評價的郫縣工業(yè)園公共服務的企業(yè)滿意度分析[D];西南交通大學;2013年
，本文編號：2303497
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