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The Service Quality Management Research of Shangrao Quality and Technology Supervision Bureau

Author: PengLei
Tutor: LuCongDa；LanXiuJu
School: Zhejiang University of Technology
Course: Industrial Engineering
Keywords: Service Quality Management Customer Satisfaction ISO 9000
CLC: F203
Type: Master's thesis
Year: 2012
Downloads: 13
Quote: 0
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Abstract


With the development of society and economy , the quality as national revitalization and sustainable socio-economic development of the strategic factors have been deep into all aspects of social life . Government and other social organizations constantly strive to meet the needs of the public , and this trend motivate the idea of the government and the public sector to the introduction of quality management . This article is based on the practical needs of quality management in the government work , Shangrao Municipal Quality Supervision Bureau of Quality of Service Management as a research topic , based on quality management , ISO 9000 quality management system , customer satisfaction , SWOT analysis and government departments quality management theory , to think and explore the use of quality management theory and methods to standardize the patterns and behavior of government departments, public service management , improve its public services to provide the capacity and performance . The article first start from the analysis of the Quality Management Research of China 's government departments and the problems , emphatically describes the related quality management , ISO 9000 quality management system and quality of service theory , introduced the concept of quality and ISO 9000 origin and development trend , and put forward the concept of quality of service , and government departments to use the characteristics of the quality management system is analyzed theoretically . Secondly , through the analysis of Shangrao City Bureau of Quality Supervision, quality of service management issues come to the core of its quality management . By using the SWOT analysis of service quality management advantages , weaknesses, opportunities and threats and to establish a quantitative analysis model , and draw the conclusions necessary to improve customer satisfaction levels, quality supervision departments to establish and improve the quality management system . The last article the use of the theory of customer satisfaction and the thought of the ISO 9000 quality management system , the overall concept of service quality management to improve the Quality Supervision Bureau of Shangrao City , construction ideas and countermeasures . Think we should change management philosophy in terms of applications and enhance the quality supervision department of customer satisfaction , improve work efficiency, solid team the ability to establish an evaluation system , broaden feedback channels . In the quality supervision department of the establishment and implementation of the ISO 9000 quality management system , quality supervision department of quality management system to build through eight steps to import the ISO 9000 quality management system , quality supervision departments must be based on the real conditions of the quality supervision department , seriously implementation , step-by-step , continuous improvement.

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CLC: > Economic > Economic planning and management > Management of National Economy > Production industry management
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