The Service Quality Management Research Of Shangrao Quality And Technology Supervision Bureau

Along with the social and economic development, quality as the state development and social economic sustainable development strategy of factors, it have in-depth all aspects of the social life. The government and other social organizations constantly strive to meet the needs of social public, this trend incentive government and public institutions introducing quality management thoughts. This paper based on the work of the government to the practical needs of quality management, take Shangrao Quality and Technology Supervision Bureau as study of the subject, with quality management, ISO 9000 quality management system, customer satisfaction, the SWOT analysis and government departments quality management theory as the foundation, aims to thought and exploration by quality management theory and method to regulate the government department public service management mode and behavior, improve the public service ability and performance.This article analyzes the present situation of quality management research and existing problems of the government departments first, then describes and related quality management, ISO 9000 quality management system and service quality theory, this paper introduces the concept of quality, and the origin and development trend of ISO 9000, then put forward the concept of service quality, theoretically analyzed the characteristics of government quality management system.Second, through analysis the service quality management of Shangrao Quality and Technology Supervision Bureau, obtain the core of quality management. Analysis the service quality management strengths, weaknesses, opportunities, threats and establishing the quantitative analysis model through the SWOT, it is concluded that the Administration of Quality and Technology Supervision must promote the customers' satisfaction level, and set up a perfect quality management system.Finally this paper use the theory of customer satisfaction and ISO 9000 quality management system, put forward the general idea, construction ideas and related countermeasures to improvement the service quality management of Shangrao Quality and Technology Supervision Bureau. To improve the customer satisfaction of Quality and Technology Supervision Administration, which should change the management concept, improve work efficiency, laying solid team ability, establishing evaluation system, widening the channels of feedback. In establishing and implementing ISO 9000 quality management system, should construct qualitative inspect branch of the quality management system by eight steps, must according to qualitative inspect branch of the actual conditions, earnest implementation, progressive, continuous improvement to built ISO 9000 quality management system in Administration of Quality and Technology Supervision.