Research On Optimization Of Public Service Quality Management Of In Popular Science Venues

With the great process of reform and opening up,modern museums have become an important cultural and educational institution in a country and a city,and are also an important place for the public to visit and rest.Popular science venues shoulder the mission of spreading popular science education to the public.At the same time,as important tourist attractions in regions or cities,they always attract a large number of tourists from all directions.With the continuous extension and development of venue service types and the continuous improvement of public service levels,the venue itself needs to continuously withstand the test of large passenger flow and attach importance to the management of public safety of spectators,and the management of service quality of public popular science venues is also particularly important.Based on the theory of total quality management,this paper uses the methods of literature research,case study and statistical analysis to study the current situation of public service quality management in popular science venues,taking Shanghai Science and Technology Museum as an example.As an important public service place,Most of them focus on scientific research,education and daily operation.How to standardize the quality management of public services as a whole is often neglected.The following problems generally exist in the public service management of popular science venues in China: the old and backward display education,the long time to solve personalized audience opinions,the gap between the service level of personnel and the first-class venues,and the overall backwardness of venue information content and system.The reasons for the above problems are: the level of demonstration education function is insufficient,the complaint handling system still needs to be further improved,the personnel training lacks systematicness,and the intelligent management of venue information is still insufficient.Therefore,in order to optimize the public service quality management of popular science venues,We should learn from the advanced management concepts at home and abroad and adopt the following countermeasures: first,formulate strategic plans to improve the quality of exhibition education: regularly prepare strategic planning outlines,introduce outsourcing forces to vigorously develop and update exhibits,create first-class exhibitions through innovative linkage and cross-field cooperation,and jointly develop original education projects based on exhibition contents;Second,to ensure public satisfaction with a perfect system: Perfect the construction of standardization system,add operation shift supervisors to strengthen the coordination ability of on-site disposal and resolution,grant certain disposal rights to high-level complaint handling personnel,encourage audiences to cooperate and participate in the quality improvement mechanism,integrate platform resources to improve the mobile public service system,and form special cases and improvement measures;Third,improve the professional ability of personnel and establish a personnel training system: implement the daily supervision of service quality,formulate the basic work requirements of waiters,create suitable personnel training channels for posts,establish a hierarchical and classified personnel management system,and increase skill subsidies to stimulate performance output;Fourth,build intelligent venues in an all-round way: effectively use big data to enhance service capabilities to meet audience needs,build information-based safe intelligent venues through the Internet of Things,innovate online educational resources to expand intelligent educational services,and further comprehensively improve management efficiency by means of information technology.