Research On The Performance Indicators Of One-Stop Service Organization In Universities:

In order to promote the reform of administrative system in Colleges and Universities,to push the development of one-stop service in universities,to improve the performance standards,Explore and construct the key index system which are suitable for the performance management of one-stop service organization in Colleges and Universities.It provides reference for the performance construction of one-stop service organization in colleges and universities in China.The paper summarizes the developing history and current situation of one-stop service organization in universities both domestic and abroad,and focus on the characteristics and difficulties of the one-stop service mode of colleges and universities in China,and Combined with performance management,customer satisfaction theory and service gap model,it analyzes the status of customer satisfaction of one-stop service organization in Colleges and Universities,as well as the necessity and feasibility of using customer satisfaction.The paper takes the one-stop service organization of Zhejiang University as a case,analyzes its current situation,existing problems and root causes.Then the paper designs the performance indicators based on the American scholar Theodore H.Poister on the performance indicators design theory.They are divided into resource indicators(number of staff,work place,basic hardware facilities,information technology conditions)?Efficiency indicators(work efficiency,waiting time,process time,information openness,clarity of process guidelines)?service quality indicators(service attitude,work skills,figure and morale,events coverage)and customer satisfaction indicators(complaints feedback methods,complaints feedback results).Then the paper analyzes the data of the questionnaire survey and tries to makes the performance of the one-stop service organization better.In view of my limited academic capacity and research time,the research on performance indicators are basedon limited cases of one-stop service organization and has not yet been verified by practice,so there are inevitable limitations.And whether the investigation of the one-stop service organization of Zhejiang University can go beyond the limitation of the sample still needs to be verified.These deficiencies are the focus of the future research work.