The Research On Quality Management In Urban Government

The dissertation focuses on the study about quality management in urban government which combines the research of the management science and engineering and the administration. It aims to propose the elementary theory of quality management in urban government, to design its corresponding system, to establish the indicators and the model of its performance assessment, and to discuss the basic strategies. Accordingly, the dissertation has realized the methodology integration and complementarity between the management science and engineering and the administration research, and developed the new domain and the wide vision in these two fields.Firstly, this paper proposes the research outline, the methodology, the main content, and possible innovations, on the basis of the statements of the research background, significance and previous literature reviews.The paper outlines the quality management theory, main ideas of the city governance and the new public management theories and their enlightenment and reference functions for the study on quality management in urban government, which lays the rationale and the platform for the further research. Quality management highlights the management form of the whole staff participation, so urban government should adopt the notions that include the customers' satisfactions, the whole staff participation, the entire process control and continuous improvement to implement the quality management. The city governance's tendency is to gradually perfect the management and organization pattern, so urban government should strengthen its compatibility for the management and organization pattern, in order to realize the changes in such aspects as the management main body, administrative action and management system as soon as possible .The new public management theory requests urban government to use business management technology, to stress services and customers-oriented perspectives, and to introduce the market mechanism and the competitive system.On the basis of the standards and the criterions of quality management, this paper identifies the basic definition, principles, procedures and goals of quality management in urban government theoretically. According to the quality concept, urban government's quality indicates the quality of service. So it should follow such the four rules as the customers' satisfaction, the whole staff participation, the entire process control and continuous improvement. Its process may be divided into the preparation, the analysis and the improvement. Its goal pattern is the service pattern of customers-oriented, and its core is the transformation of functions of urban government.The paper discusses such aspects as the significance, basic requests, elements, main procedures and performance improvement for urban government to establish quality management system. The key of quality management in urban government is the establishment and the practice of its system, which reflect the perspective of "being in power for the people", ensure to fulfill the management responsibility of urban government, and promote the development well. Moreover, the requests of establishing the system of quality management in urban government comprise feasible goal indicators, the special leading groups for quality improvement, the strict responsibility system of quality management, the good culture atmosphere, and the sensitive information feedback system. Only under the cooperative condition of such four factors as the process, assessment, analysis and improvement, the management responsibility, the resource management and the service can realize the validity and the efficiency of quality management in urban government system, which includes the overall plan and design, the document process, the implementation, the adjustment, the maintenance and the improvement.The paper addresses the design principles of the indicators of performance assessment in quality management in urban government according to the existing indicator system, sets up the performance assessment system in terms of such four aspects as the management performance, customer satisfaction, financial achievement and the human resources, identifies the indicator weight and sample, and applies the fuzzy measurement model to prove empirically performance assessment of quality management in urban government.The paper addresses the basis strategy according to the theory of quality management in urban government, specially its system establishment and performance assessment, as mentioned in the previous parts. It includes such four sections as the understanding of feasibility of quality management in urban government, the system innovation and the implement initiative for urban government, the process management and validity of the implement for urban government, the management cost drop and effectiveness of quality management in urban government.At last, the paper concludes the main opinions in the dissertation and discusses the research direction in the future.