Study On Operations Management Of Chengdu Human Resources Service Industrial Park

With the implementation of the strategy of prioritizing the development of talents,the state has proposed to vigorously develop the human resources service industry,and took the construction of the human resources service industrial park as one of the key points to accelerate the development of the human resources service industry.Since November 2010,the state has established 13 national human resource service industrial parks.Established in May 2016,Chengdu Human Resources Service Industrial Park is the 7th national level human resources service industrial park.It is jointly built by the Ministry of Human Resources and Social Security of China and Chengdu Municipal Government and managed by professional companies.It has been run for three years.The operating companies have carried out a lot of explorations in the construction of park facilities,investment promotion,enterprise services and internal management,and have achieved certain results,which have played an active role as a model for the development of the national human resources industrial park.However,the park is still facing some problems in operation,such as “focusing on investment promotion but ignoring management”,“focusing on preferential policies but ignoring services”.Besides,the lack of high value-added and high-quality services in the park results in low satisfaction and loyalty of enterprises in the park,and eventually affects the development and sustainability of the park.Service quality is crucial to the survival and development of service enterprises.Therefore,improving the service quality in the park is one of the core objectives of the park operation management.Effective countermeasures and strategies should be put forward for the improvement of service quality in the park through theoretical research and empirical analysis.On the basis of summarizing the relevant research of human resource service industrial parks and related theories and tools of service enterprise operation management,service management and service quality evaluation,this paper takes Chengdu Human Resource Service Industrial Park as an example,constructs an evaluation model of the park’s service quality based on perspective of service demand of enterprises entering the park and the SERVQUAL model,and combined with the service characteristics and process of human resource service industrial park.The initial evaluation model includes 21 evaluation indexes,then,a questionnaire survey,based on the initial model was conducted.By applying the principal component analysis,reliability and validity tests to analyze the collected data,an optimized evaluation system consisting of 19 evaluation indicators and 4dimensions was determined.Finally,by calculating the “perception-expectation”score of each evaluation index from the questionnaire survey,the operation service quality of the park is analyzed.The results show that there is a certain gap between the service provided by the park operators and the expectation of the enterprises entering the park in four dimensions including business service support,public service support,hardware service support and professional service support.In order to further find out the causes of these service quality gaps and the key management technical elements hidden behind,and improve the service quality from the perspective of operation management,this paper also introduces the House of Quality model,which introduces the continuous improvement of service quality into the relevant processes and departments of the park’s operation enterprises,so as to make the service quality improvement more in-depth,more comprehensive and more effective.The process of improving management level is as follows.Firstly,the service quality improvement plans are formulated according to the existing problems and gaps in the park service.At the same time,experts discuss and analyze the technical elements of the park operation management needed to improve the service quality.Then,by establishing the relationship matrix between the service quality requirements and the park operation management technical elements,the key technical elements of improving the park service quality are identified.Finally,according to the identified key technical elements,this paper offers some suggestions for improving the operation and management of the park from three aspects including strategic planning,organizational construction and service design which provide reference for the high-quality development of Chengdu Human Resources Service Industrial Park and other similar industrial parks.