本文選題：貴州省政府政務(wù)服務(wù)中心　切入點(diǎn)：人員績(jī)效評(píng)價(jià)　出處：《西南大學(xué)》2017年碩士論文　論文類(lèi)型：學(xué)位論文

【摘要】：政務(wù)服務(wù)中心是伴隨著全面深化行政體制改革、深化審批制度改革的產(chǎn)物,順應(yīng)了社會(huì)和群眾不斷要求提高行政效、構(gòu)建服務(wù)型政府的需求,是少有的自下而上進(jìn)行改革創(chuàng)新的政務(wù)服務(wù)機(jī)構(gòu),近年來(lái)各地政務(wù)服務(wù)中心在轉(zhuǎn)變政府職能方面取得了積極的成果。同時(shí),政務(wù)服務(wù)中心的績(jī)效考評(píng)、第三方評(píng)估等也開(kāi)始成為熱點(diǎn),作為機(jī)構(gòu)績(jī)效評(píng)估的一部分,關(guān)于政務(wù)服務(wù)中心進(jìn)駐窗口工作人員的績(jī)效評(píng)價(jià)也應(yīng)受到重視,尤其是在政務(wù)服務(wù)中心進(jìn)駐窗口及人員復(fù)雜的背景下,評(píng)價(jià)指標(biāo)的研究尤為重要。本文緊緊圍繞政務(wù)服務(wù)中心,選取了貴州省政府政務(wù)服務(wù)中心作為研究重點(diǎn),就貴州省政務(wù)中心關(guān)于進(jìn)駐窗口工作人員績(jī)效考評(píng),開(kāi)展了五部分研究:第一部分是對(duì)政務(wù)服務(wù)中心研究背景及研究意義進(jìn)行說(shuō)明,并簡(jiǎn)要分析了國(guó)內(nèi)外關(guān)于政務(wù)服務(wù)中心和政務(wù)服務(wù)中心人員績(jī)效評(píng)價(jià)研究狀況后,看到了我國(guó)關(guān)于政務(wù)服務(wù)中心的研究較多,且研究?jī)?nèi)容也比較多樣和深入,但在關(guān)于窗口工作人員績(jī)效評(píng)價(jià)方面,目前國(guó)內(nèi)研究則相對(duì)較少。第二部分主要介紹了政務(wù)服務(wù)中心及政務(wù)服務(wù)中人員績(jī)效評(píng)價(jià)的相關(guān)概念,并對(duì)作為研究政務(wù)服務(wù)中心人員績(jī)效考核的新公共服務(wù)理論、服務(wù)型政府理論、平衡記分卡理論和關(guān)鍵績(jī)效指標(biāo)四個(gè)理論支撐進(jìn)行了闡述。第三部分為貴州省政府政務(wù)服務(wù)中心關(guān)于進(jìn)駐窗口工作人員績(jī)效評(píng)價(jià)現(xiàn)狀分析和人員考核指標(biāo)體系的實(shí)證分析。首先,簡(jiǎn)要敘述了貴州省政府政務(wù)服務(wù)中心組織架構(gòu)、組織職能、人員結(jié)構(gòu)及進(jìn)駐窗口工作人員評(píng)價(jià)體系;其次,對(duì)貴州省政府政務(wù)服務(wù)中心人員評(píng)價(jià)指標(biāo)體系設(shè)計(jì)、體系結(jié)構(gòu)和指標(biāo)具體內(nèi)涵進(jìn)行說(shuō)明;隨后,通過(guò)問(wèn)卷調(diào)查和訪談?wù){(diào)查,對(duì)貴州省政府政務(wù)服務(wù)中心窗口工作人員考評(píng)體系進(jìn)行實(shí)證研究,并進(jìn)行了問(wèn)卷信度檢驗(yàn)及問(wèn)卷數(shù)據(jù)的實(shí)證分析。第四部分在結(jié)合上述實(shí)證分析基礎(chǔ)上,找出貴州省政府政務(wù)服務(wù)中心關(guān)于進(jìn)駐窗口工作人員績(jī)效考評(píng)指標(biāo)選取工具缺乏一定科學(xué)性、評(píng)價(jià)指標(biāo)和指標(biāo)權(quán)重設(shè)定不夠完善等問(wèn)題。并分析得出上述問(wèn)題的原因?yàn)樵u(píng)價(jià)指標(biāo)設(shè)計(jì)流程不夠科學(xué)、評(píng)價(jià)受到主觀及客觀因素影響較大、評(píng)價(jià)缺乏相應(yīng)的激勵(lì)措施、以及評(píng)價(jià)中仍然追求公平等,為后續(xù)完善考核指標(biāo)和實(shí)施指標(biāo)保障措施的提出提供依據(jù)。第五部分在上述問(wèn)題和成因的基礎(chǔ)上,首先按照平衡記分卡的思路提出進(jìn)駐窗口工作人員績(jī)效評(píng)價(jià)維度;隨后使用關(guān)鍵績(jī)效指標(biāo)理論對(duì)進(jìn)駐窗口工作人員工作目標(biāo)及工作職能進(jìn)行層層分解,提出評(píng)價(jià)指標(biāo)體系;再利用層次分析法對(duì)各評(píng)價(jià)指標(biāo)維度賦權(quán);最后,結(jié)合評(píng)價(jià)指標(biāo)提出實(shí)施保障措施意見(jiàn)。
[Abstract]:Government service center is the product of deepening the reform of administrative system and examination and approval system in an all-round way, and conforms to the demands of society and the masses to improve the administrative effect and construct a service-oriented government. In recent years, local government service centers have made positive achievements in transforming government functions. At the same time, the performance evaluation of government service centers, Third party evaluation has also become a hot spot. As a part of organizational performance evaluation, the evaluation of the performance of the staff of the resident window of the government affairs service center should also be paid attention to. Especially in the background of government service center's entry window and complicated personnel, the research of evaluation index is especially important. This paper selects the government service center of Guizhou provincial government as the focus of the research, focusing on the government service center. There are five parts of the research on the performance evaluation of the staff in the window of Guizhou Provincial Government Affairs Center. The first part is to explain the background and significance of the research on the government service center. After a brief analysis of domestic and international research on the performance evaluation of government service center and government service center personnel, we can see that there are more researches on government service center in our country, and the research content is also diverse and in-depth. But on the aspect of window staff performance evaluation, the domestic research is relatively few. The second part mainly introduces the related concepts of government service center and personnel performance evaluation in government service. And the new public service theory, the service-oriented government theory, which is used to study the performance evaluation of government service center personnel, is also discussed. The theory of balanced Scorecard and the four theoretical supports of key performance indicators are expounded. The third part is the analysis of the current situation of staff performance evaluation and the personnel assessment index system of Guizhou Provincial Government Service Center. Empirical analysis. First of all, This paper briefly describes the organizational structure, organizational function, personnel structure and staff evaluation system of Guizhou Provincial Government Government Service Center. Secondly, it designs the evaluation index system of Guizhou Provincial Government Government Service Center. The system structure and the specific connotation of the indicators are explained. Then, through the questionnaire and interview investigation, the paper makes an empirical study on the evaluation system of the window staff of the Guizhou provincial government government service center. The reliability of the questionnaire and the empirical analysis of the questionnaire data are also carried out. Part 4th is based on the above empirical analysis. Finding out that the government affairs service center of Guizhou Provincial Government is lack of scientific method to select the performance evaluation index of the staff in the entry window. The causes of the above problems are that the design process of the evaluation index is not scientific enough, the evaluation is greatly influenced by subjective and objective factors, and the evaluation lacks the corresponding incentive measures. And the evaluation still pursues fairness and so on, which provides the basis for the following improvement of the assessment index and the implementation of the index safeguard measures. 5th part on the basis of the above problems and causes, Firstly, according to the idea of balanced Scorecard, the paper puts forward the dimension of staff performance evaluation in the entry window. Then, the key performance index theory is used to decompose the work goal and function of the staff in the entry window, and the evaluation index system is put forward. Finally, combining with the evaluation index, the author puts forward the suggestion of implementing the safeguard measures.
【學(xué)位授予單位】：西南大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類(lèi)號(hào)】：D630

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