【摘要】：隨著我國(guó)經(jīng)濟(jì)社會(huì)的高速發(fā)展,質(zhì)量問(wèn)題越來(lái)越凸顯其重要性。質(zhì)量技術(shù)監(jiān)督部門(mén)作為經(jīng)濟(jì)社會(huì)發(fā)展保障體系的重要組成部分,在推動(dòng)產(chǎn)品質(zhì)量水平提升方面發(fā)揮著越來(lái)越重要的作用,與此同時(shí),我國(guó)政府模式正由管制型向服務(wù)型轉(zhuǎn)變。在這種趨勢(shì)下,構(gòu)建服務(wù)型的質(zhì)監(jiān)部門(mén)顯得尤為重要。服務(wù)型的政府部門(mén)是按照民眾自身的意愿來(lái)提供公共服務(wù)的,使公民感到滿意是其主要目標(biāo),所以,提升顧客滿意度成為構(gòu)建服務(wù)型質(zhì)監(jiān)部門(mén)的重要工作之一本文首先簡(jiǎn)單介紹了文章的研究背景,闡述了質(zhì)監(jiān)部門(mén)顧客滿意度的研究意義,然后介紹了服務(wù)型政府、顧客滿意度、流程優(yōu)化與再造等理論,對(duì)這些理論的相關(guān)概念和國(guó)內(nèi)外研究現(xiàn)狀進(jìn)行了整理歸納,為后文的實(shí)證研究奠定了理論基礎(chǔ)。隨后,對(duì)HC縣質(zhì)監(jiān)局的管理職能進(jìn)行了簡(jiǎn)要的介紹,并結(jié)合前文的理論研究建立了質(zhì)監(jiān)局顧客滿意度指數(shù)模型,通過(guò)發(fā)放調(diào)查問(wèn)卷的方式,對(duì)HC縣企業(yè)進(jìn)行了顧客滿意度的測(cè)評(píng)。再經(jīng)過(guò)數(shù)據(jù)的收集、統(tǒng)計(jì)和分析,得出影響HC縣質(zhì)監(jiān)局顧客滿意度的主要因素及存在的問(wèn)題。其后對(duì)這些存在的問(wèn)題進(jìn)行了系統(tǒng)的分析,找出了造成這些問(wèn)題的主要原因,并結(jié)合HC縣質(zhì)監(jiān)局的實(shí)際情況提出了相應(yīng)的改進(jìn)措施,對(duì)現(xiàn)有的工作流程進(jìn)行診斷分析,實(shí)施優(yōu)化再造,最后將實(shí)施改進(jìn)措施前后的工作效果進(jìn)行對(duì)比,以校驗(yàn)改進(jìn)措施的有效性。在全部研究工作結(jié)束以后,對(duì)本文的研究進(jìn)行了總結(jié)和展望。本文將服務(wù)型政府和顧客滿意度理論結(jié)合起來(lái),探討了構(gòu)建服務(wù)型政府的有效途徑,并豐富了顧客滿意理論的適用范圍。通過(guò)對(duì)HC縣企業(yè)進(jìn)行的實(shí)證調(diào)查及提升研究,對(duì)于建立服務(wù)型質(zhì)監(jiān)部門(mén)和促進(jìn)當(dāng)?shù)亟?jīng)濟(jì)發(fā)展具有積極的推動(dòng)作用。
[Abstract]:With the rapid development of our country's economy and society, the quality problem is becoming more and more important. As an important part of the guarantee system of economic and social development, the quality and technical supervision department plays a more and more important role in promoting the quality level of products. At the same time, the government mode of our country is changing from the control type to the service type. In this trend, the construction of service quality supervision department is particularly important. Service-oriented government departments provide public services in accordance with the will of the people themselves, and their main objective is to satisfy the citizens. To improve customer satisfaction has become one of the important work of constructing service-oriented quality supervision department. Firstly, this paper briefly introduces the research background of the article, expounds the significance of customer satisfaction research in quality supervision department, and then introduces service-oriented government, customer satisfaction degree. Based on the theories of process optimization and reengineering, the related concepts of these theories and the current research situation at home and abroad are summarized, which lays a theoretical foundation for the later empirical research. Then, the management function of HC county quality supervision bureau is briefly introduced, and the customer satisfaction index model of quality supervision bureau is established based on the previous theoretical research. The customer satisfaction of HC county enterprises was evaluated. Through data collection, statistics and analysis, the main factors and problems affecting customer satisfaction of HC County quality Supervision Bureau are obtained. After that, the existing problems are systematically analyzed, the main causes of these problems are found out, and the corresponding improvement measures are put forward according to the actual situation of the HC County quality Supervision Bureau, and the existing work flow is diagnosed and analyzed. In order to verify the effectiveness of the improvement measures, the results before and after the implementation of the improvement measures are compared in order to verify the effectiveness of the improvement measures. After all the research work is finished, the research of this paper is summarized and prospected. This paper combines the theory of service-oriented government and customer satisfaction, discusses the effective way to construct service-oriented government, and enriches the scope of application of the theory of customer satisfaction. Through the empirical investigation and promotion research on the enterprises in HC county, it has a positive role in promoting the establishment of service-oriented quality supervision department and promoting the development of local economy.
【學(xué)位授予單位】：山東大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類(lèi)號(hào)】：F203

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