Study on the Process-based Management System of Governments Service Quality

摘要：

Based on the study on the process-based quality management system, the paper considers the characteristics of management system of governments service quality and examines the effectiveness of establishing and implementing the system as well as the way to monitor the effectiveness of the system. By means of case study, we provide guidelines to establish and implement service quality management system and improve its effectiveness for governments at different levels.

作者: MA Hong-bo XU Wan-qiang

作者单位: College of Public Administration of HUST, Wuhan, P.R.China, 430074

会议类型: 国际会议

会议名称: 2011 International Conference on Public Administration(2011公共管理国际会议)

会议地点: 成都

会议语种:英文

页码: 324-331

在线出版日期: 2011-10-18（万方平台首次上网日期，不代表论文的发表时间）