Study On The Effectiveness Evaluating Of Government Departments ISO9000

Under the condition of economic globalization and social reformation the government is demanded to improve its internal process, upgrade its administration ability and decrease the costs, as a result, the appeal to improve the management effectiveness become increasingly urgent. The ISO systems stemmed from industry manufacture naturally become a choice for the quality reformation of government departments. Along with many developed country governments, some local governments of China are exploring their quality management. Chinese local governments’trials are under the situation of promoting ISO9000and aim to build up a kind of responsive government. With regard to the government departments that have set up and operated ISO9000, how does the effectiveness of this system perform? How to evaluate the effectiveness of government departments ISO9000? What is the evaluation index system and how to evaluate the establishment of government departments ISO9000?This dissertation will focus on the questions above and aim to study the evaluation of effectiveness of government departments ISO9000. First of all, on the basis of having defined the concept of "quality" and "the connotation of the effectiveness of QMS, the influencing elements for the effectiveness of government departments ISO9000are divided into external and internal. The former includes laws and the diverse changes of the public demands; the later mainly involves the top managers, the proposing, the stuff participation process, the discerning and controlling of service process and the ability of continuous improvement of the management system, and the influence of organizational culture, etc. Second, to build up the effectiveness evaluation system for government departments ISO9000, on the basis of fuzzy mathematics-based comprehensive evaluating method, with the quantization evaluating criteria using AHP analytic hierarchy process and the method of satisfaction evaluating. Third, on the basis of having established the principles for the effectiveness evaluating system of government departments ISO9000, this essay would bring up three classes for the criteria of the effectiveness evaluating system of government departments ISO9000:the primary criteria involves four parts, that is, general management, service implementation management, continuous improvement and satisfaction degree evaluation. On the further step, general management contains four secondary indexes including the building of the system’s contents, file controlling system, recording controlling system and resources management; service implementation management contains three secondary indexes, that is, the design and exploring of service, the process of the service supplying, controlling program for the unqualified service; continuous improvement covers corrective and preventive actions along with the ability of continuous improvement, while the satisfaction degree evaluating mainly target at the public satisfaction. Last, there also are23tertiary indexes, which decompose the secondary indexes respectively. Fourth, this dissertation aims to introduce the evaluating process of the effectiveness evaluating system of government departments ISO9000in the way of calculation examples. At last, this essay will discuss the key points to implementing the effectiveness evaluating system of government departments ISO9000, that is, the scientific collection and analysis of the evaluation information, the guiding function of government top managers, building up organizational culture centered by quality, measurements for maintaining sustained improving.