Research On Service Quality Of Pension Institutions Based On TQM Perspective ——Take Shanghai Songjiang Social Welfare Institute As An Example

Pension is an important link in the field of people’s livelihood in China.The society and the government attach great importance to its service quality,but it is still impossible to avoid the uneven service quality of pension institutions.General Secretary Xi has repeatedly instructed to speed up the construction of the standards and evaluation system of the aged care service system,strengthen the supervision of the service quality of the aged care institutions,and optimize the service quality of the aged care institutions.Total Quality Management（TQM）theory is an advanced modern quality management theory,which has moved from product manufacturing service quality management to medical,educational and commercial service quality management.Introducing total quality management theory into the service management of old-age care institutions can further effectively improve the service quality of old-age care institutions.Songjiang Social Welfare Institute（hereinafter referred to as Songfu Institute）is the fifth outstanding pension institution in Shanghai and the first in Songjiang District.This paper sorts out the basic data of Songjiang old-age care institutions and Songfu Institute,and forecasts the development of beds in Songjiang old-age care institutions.Taking Songfu Institute as a typical case,this paper applies TQM to analyze all aspects of service quality of Songfu Institute from the perspective of omnibearing,whole process and full participation.Combined with the evaluation and investigation of the elderly’s satisfaction with the service quality of Songfu Institute,the first-order model is used to verify the relevance of the satisfaction of the internal departments of Songfu Institute;Using multiple linear regression equation,this paper analyzes the influence of the satisfaction of each department of Songfu Institute on the overall satisfaction.This paper finds the shortcomings of Songfu Institute from the perspective of "Three Completeness",and puts forward some optimization suggestions to further improve the service quality of old-age care institutions.It is found that under the condition that the medical and nursing functions of the old-age care institutions are basically covered,the elderly who live in the old-age care institutions pay more attention to the influence of high-level needs such as complete equipment,healthy diet and spiritual culture;There is a significant positive correlation between the satisfaction of the elderly with the overall service quality of the old-age care institutions and the satisfaction of the service quality of each department in the institutions.Under the law of diminishing marginal utility,if the old-age care institutions can’t continuously optimize their service quality,the satisfaction of the elderly with the service quality of the old-age care institutions will decrease.From the perspective of total quality management（TQM）,the old-age care institutions can further improve the work incentive mechanism,deeply integrate into the governance of traditional Chinese medicine,and improve the information disclosure channels for the elderly;Strengthen the active management of process services and further quantify the details of services;Improve the professionalism of all employees and set up an inter-departmental quality management team in combination with PDCA;To realize personalized and accurate aged care services under the institutional norms,to deeply implement the service concepts of scientific management,virtue and technology,being a parent and feeling the same as one’s own,and to further improve the service quality of excellent aged care institutions from the perspective of "Three Completeness".