Organizational Change And The Quality Of Services Improving:a Case Study Of Shanghai Pudong Airport Frontier Inspection Station

In order to meet the needs of reform and social development as well as bring the role of The Exit-Entry Frontier Inspection Station into active play (hereafter referred to as " The Frontier Inspection Station") there are nine cities’Frontier Inspection Station have changed the active duty People’s Armed Police to professional system in 1998. The border organ opened a prelude to reform. With the rapid development of the Shanghai International Shipping Center and the Asia-Pacific aviation hub, Shanghai Port’s immigration activities greatly increase and frontier inspection’task grows as well. As an important port inspection office at the international airport, Shanghai Pudong Airport Frontier Inspection Station takes huge responsibility for the development of service port, the important mission of maintaining order and national security. To keep a positive response, the checkpoint intends to be innovative, changeable and evolvable. Especially since 2007, according to a unified deploy of the Ministry of Public Security, national Frontier Inspection Station have carried out to improve service work. Shanghai Pudong Airport Frontier Inspection Station even considers reform as an opportunity to improve the quality of services, look for an elevation, solve problems, create innovative mechanisms. Under the substantial increase in the amount of mission and the absence of synchronous growth of police, Shanghai Pudong Airport Frontier Inspection Station takes huge respons and strive to enhances the level of service. However, the existing many factors affect the way to organizational change, processing methods and results. Pudong Airport Frontier inspection Station become fully transition to a service resistance.To solve this problem and enhance the quality of service through the effective transformation of frontier inspection, This article use the new public service theory, organizational change theory and service quality theory, starting from the border authorities management system and policy changes in the course of development work and taking Shanghai Pudong Airport Frontier Inspection Station for example, describes the Shanghai Airport Checkpoint change’s impact on service quality, identifying gaps and problems, the writer may ultimately make operable countermeasures and suggestions.This thesis is not to study relationship between organizational change and the service quality. But in the face of domestic and foreign situation development needs and the entry-exit passengers to the requirements of the immigration service continuing to improve, taking Shanghai airport checkpoints as an example, we analyze and study the effective transformation about organizational system, organizational structure, organizational processes, technologies and so on which have a positive impact on service quality improvement.First, the article bases on the theory of organizational change and service quantity to analyze government applications and the impact of organizational change on quality of service. Then, we discusses the theoretical research related to the frontier inspection authorities to enhance the quality of service through change.Secondly, through extensive literature and data, we use empirical analysis for the historical development of the vertical Frontier Inspection authorities and change of their status, thus summarizing which aspects of Shanghai frontier inspection station’s reform have improved the quality of services and the current problems. We use statistical surveys to proof. We also compare with America, Germany and Hong Kong to analyze the reasons for the gap and find a solution.Finally, According to the main problems affecting the Shanghai Pudong Airport Inspection Station Service Quality Improvement, We focus on the reform of institutionalization, legislation, specialization, and informatization. We suggests to enhance border service quality which guided by the passenger demand, assisted by the boost of the process optimization, seek protection according to the system of law and seek support relying on information technology. Then, we could propose reform measures in order to establish "one-stop" service model and diversification.provide a useful reference for The Frontier Inspection Station and even large airports port’s service and the development of innovative.