The Analysis And Countermeasure Research On The Service Quality Of The Construction Bidding Agent In Gansu Province

Tendering & Bidding Agency is brokerage service agent who represents owner’s interest in the purchasing and bidding process. The agency plays central role and has power affecting whole trading processes. The agency’s qualifications, personnel moral levels and professional knowledge determine if the process is open, fair and justice and if the decision is made according to the principles of professional judgment, scientific basis, best of options and preferential price. In addition, ongoing improvement of governmental regulations on trading market, and increase of scale and complexity of construction projects request the agency provide high and new level services in the tendering and bidding processes.Construction projects have characteristics of large investment, multiple disciplines involved, long construction period and life-long of project usage. As owner’s representative, the tendering & bidding agency should abide by duties, obey legal laws, and carry out agency tasks by strictly following the governmental regulations and professional standards. At present, regulations and guidelines regarding the tendering and bidding market are issues by local governments based on regional reality, such as at province and department level, in many regions of China. These regulation and guidelines just manage the agency qualifications and work-flow, haven’t restricted deeply service quality offered by agency. This paper suggests that we can apply the theory of service management, analyses administrative system, operating mechanism and organization structure of the agency in Gansu, implement quality control measure named “fish-bone diagram”, practice countermeasures and advices from different aspects to improve service quality of the agency in project construction market in Gansu province.The conclusions of this paper are : ①according to “Tendering and Bidding Act”, “Governmental Purchasing Act” and “Administrative Supervision Act” & “Administrative Approval Act” and etc., perform supervision functions of administrative departments and coordinate tendering & bidding processes, clearly define governmental department’s duties, supervise tendering & bidding agency, guarantee tendering & bidding process in scientific, fair and efficient manner by “improving works by management, improving management by works”. ②develop the relative regulations and guidelines of tendering & bidding; build up the fundamental bidding system named “comparison and selection” for governmental purchasing and bidding; outline the principle, scope, procedure and contents of each components in the tendering and bidding processes, and macro-monitor the operation; meanwhile, define the Composition of Reviewer’s Board, standardize Framework of Review, and set up Board Member Selection Criteria. ③ Service quality gap model can be applied to engineering construction bidding agent service quality control and management practice, analysis of the influence factors of service quality gap, to guide and improve the enterprise management. ④To close the tender proxy service quality gap must enhance self-construction of tendering & bidding agency, review qualifications of tendering & bidding personnel, and enforce more strict regulation rules on the processes; hence, through a series of such effective incentives and measures, make the tendering & bidding market clean, and grow up healthily.Due to the limitation of theoretical knowledge and experience, the paper is not very good, Thank you all for your comments.