The Study On Msa Service Quality Management System

As a new objective paradigm of MSA institution reform, service-oriented MSA is a research hot spot for scholars, the key to build service-oriented MSA is improving MSA service quality. Currently, there is many research on the meaning and concept of MSA, but only few study about how to put them into practice and which ways it will take to improve the maritime service quality. Nowadays, with the economic development rapidly, the contradiction between service quality of MSA and services demand of port enterprises and shipping enterprises and the public is intense, the existing MSA management system can not adapt to this fundamental change, and even more difficult to guide the practice on the operational level. Therefore, these paper focuses on the theme how to improve MSA service quality by the service quality management system, and put emphasis on the following elements:Firstly, summarize the concept of MSA service and MSA service quality by combining the research results from abroad with the situation of China MSA, then, the paper introduce quality management theory, new public management theory and new public service theory as the theoretical support, meanwhile, summarize the definition of MSA service quality management system on the based of quality management system of ISO9000.Secondly, analysis the problem of the China MSA service quality, while, demonstrate the applicability of the quality management system in our government departments, and quality management system play a role in improving MSA service quality. Therefore, we can confirm that build the China MSA service quality management system is necessary.Again, according to the problem of China MSA service quality, the characteristic of quality management system and the function which quality management system can improve the service quality of China MSA, the paper uses four elements to construct China MSA service quality management system model which is formed by the management responsibility, resource management, implementation process, measurement, analysis and improvement of MSA service. Then, explain the basic process of building systematically.Finally, the paper uses the procedures of China MSA service quality management system to build Hebei maritime affair bureau service quality management system, meanwhile, in the effectiveness of implementation of the service quality management system, the paper uses the researched data to verify the utility of China MSA service quality management system, and it confirms that China MSA service quality management system can play a tremendous role in improving service quality.