Research On Service Improvement Of Civil Affairs Work In A City Based On The Theory Of Lean Six Sigma

Lean six sigma originated from and eighties of the20th century, is a combinationof lean manufacturing and six sigma management methodology. The lean productionis the key by reducing the waste of any form, reduce the cost, speed up the process,achieve maximum value; six sigma management focuses on eliminating defects,reduce volatility, continuous innovation, to achieve customer satisfaction and themaximum benefits of system science. So, lean six sigma has both lean productionfocus on the process of speed, and has consistently advocated by six sigmamanagement process quality, it not only has realized the speed and quality at the sametime, also reduce the cost of complexity. Along with our country market economyunceasing development, the construction of a responsible, democratic and efficientservice-oriented government has become an important goal of governmentdevelopment and reform, from manufacturing and lean six sigma quality managementmethod gradually extends to the public administration, not only helps to enhance thepublic administration’s ability to respond to, improve public administration process,improve work efficiency, save money, more make lean six sigma advocated by the"customer satisfaction as the goal" with the idea of "ruling for the people" in thepublic sector management.In this dissertation, first of all, the meaning of the theory of lean and six sigmamanagement, development course, the core ideas and tissue, etc, and on this basissummarizes the differences and similarities of the two, discusses the necessity andrealistic significance on the implementation of lean six sigma. Secondly, together withthe present situation of the development of the our country civil affairs work, applyinglean six sigma to civil administration work, analyzes the necessity and the feasibilityof the civil affairs departments implement lean six sigma management, civil affairsdepartments implement lean six sigma management through explore the specificprocess. Then, with the municipal civil affairs bureau as an example, analyzes servicequality as the key quality characteristics, established the civil affairs departmentservice improvement based on the pattern of DMAIC model, through data collection,comb, measurement, analysis of finding the defects and to improve the results. Finally,in this paper, the model after the establishment of the civil service work experienceand lessons are summarized, and prospect for the further work in the future are putforward.