基于精益六西格玛的公共服务质量标准化研究

Research on Public Service Quality Standardization Based on Lean Six Sigma

结合我国公共管理发展现状,将精益六西格玛应用于公共管理工作当中,分析了实施精益六西格玛管理的具体流程。以A市民政部门为例,选取了服务质量为关键质量特性,建立了基于DMAIC模式的服务工作改进模型,通过数据收集、梳理、测量,寻找服务过程中的缺陷并进行改进,进而提高服务质量,为制定标准化服务体系提供参考。

Combined with the current situation of public management, the paper applies the Lean Six Sigma in the public administration work, and analyzes the specifie process when implementing the lean six sigma management. Taking the municipal civil affairs bureau for an example, the paper selects service quality as the key quality characteristics, establishes the service improvement model based on DMAIC pattern, and looks for the defects in service process for further improvement via data collection and measurement, providing reference for the development of standardization service system.