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A Study On The Theory And Method Of Quality Management For Government

Posted on:2008-08-20Degree:DoctorType:Dissertation
Country:ChinaCandidate:W M LuFull Text:PDF
GTID:1116360245990961Subject:Management Science and Engineering
Abstract/Summary:PDF Full Text Request
The theories, methods and applications of Total Quality Managemen(tTQM) in Government are important topics of research in public management and quality management. The dissertation studies quality management theories and methods in depth. Based on the analysis of the current problems of the research and application of quality management in China, the dissertation focuses on the integrated Quality management methodology and implementation techniques in terms of TQM in Government. The major research results include the followings.First, the dissertation elucidates the characteristics of the quality management in Government, and analyses the complexities of the quality management in Government.It formulates integrated quality management system structure and its corresponding cost management methodology (such as the hierarchy model, process cost management model and knowledge sharing) using the concepts of integration of management. The dissertation studies concept, characteristics and effect, It formulates the organization model, the structure model and work breakdown structure about quality management in government.The dissertation expounds the problems of public policy-making and their causes in China. The dissertation probes the possibility of introducing the Concurrent Engineering into policy-making, and studies content and characteristic about concurrent mode of public policy-making. It also presents the strategies of implementing the concurrent mode of policy-making. The dissertation studies the design method of service product based on QFD. By actual application, satisfying solution was obtained.The business process is the basis of the quality of government service, so the reasonable process is an important method to ensure the anticipant standard. Government process reengineering is an important phrase of the government quality management, which not only is the representation of the quality management system, but also is the basis of the different activities. Based on the goals and the functions of the government quality management that are discussed before, this dissertation studies the basic concepts of the government process reengineering, including the basic contents and principle, It presents an optimized method of the government business process reengineering based on the improved FMEA which is used the fuzzy set theory and grey relation decision theory in the FMEA procedure. By actual application, satisfying solution was obtained.Fourth, based on the analysis of quality control in government, the dissertation presents the model of quality control in government. The dissertation discusses the possibility of control quality in government by analysis of customer satisfaction index. It adopts the concepts of control charts in quality control of government, and studies diagnosis of service quality of government by the fuzzy pattern recognition. By actual application, satisfying solution was obtained.Fifth, the dissertation studies the concepts, procedure and methods of quality performance evaluation in government, and systematically establishes the index system of evaluating quality performance evaluation in government. The dissertation studies the application about fuzzy mathematics, DEA and AHP in quality performance evaluation in government...
Keywords/Search Tags:quality management in government, policy-making, process design, quality control, performance evaluation
PDF Full Text Request
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