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| 文章编号：1672-3104(2019)05-0108-10 |
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城市政务服务中心质量链管理影响因素研究 |
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明承瀚，张梓妍，徐晓林 |
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（华中科技大学公共管理学院，湖北武汉，430074） |
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| 摘 要： 城市政务服务中心质量管理是城市整体治理的重要组成部分，探讨其影响因素是提高质量管理效能、提升总体质量的重要前提。引入质量链管理理论，基于已有研究及实践观察，从职能部门内部、职能部门之间、政府部门内外之间等三个维度构建分析框架，探究城市政务服务中心质量链管理的影响因素。认为部门领导、部门职员、业务流程、业务系统的应用以及职能部门的外部因素等都会影响职能部门内部质量管理；权责配置、机制设计、组织文化以及平台融合等会影响职能部门之间质量管理；社会环境、技术环境、管理规则、组织差异及反馈机制等会影响城市政务服务中心针对其外围组织开展的质量管理工作。 |
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| 关键词： 政务服务中心；质量链管理；三维集成；影响因素 |
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Study on influencing factors of quality chain control of urban government service center |
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MING Chenghan, ZHANG Ziyan, XU Xiaolin |
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（School of Public Administration, Huazhong University of Science and Technology, Wuhan 430074, China） |
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| Abstract: The quality control of urban government service center is an important part of the overall urban governance. This paper introduces the theory of quality chain control. Based on existing research and practical observation, it constructs an analytical framework from three dimensions, namely, within the functional departments, among functional departments, and among non-government and government organizations, to explore the influencing factors of quality chain control of urban government service center. It is believed that department leaders, staff, business processes, business systems and external factors will affect the internal quality control of functional departments. Power and responsibility allocation, mechanism design, organizational culture, platform integration will affect the quality management among functional departments. Social environment, technology environment, management rules, organizational differences and feedback mechanism will affect the quality control carried out by urban government service center for its peripheral organizations. |
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Key words: government service center; quality chain control; three-dimension integration; influencing factors |
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