基本公共服务质量管理体系的构建与实证研究

构建基本公共服务质量管理体系是促进我国基本公共服务高质量发展的现实需要,也是公共行政学科中的一项前沿研究课题。借鉴工商领域中质量管理体系的构建思路,围绕基本公共服务质量管理的内容与职能两个要素,可以构建“复合型”基本公共服务质量管理体系。该体系分为中心部分和外围部分。中心部分包括基本公共服务的质量要求、质量特性和质量特性满足质量要求的程度,回答了基本公共服务质量管理“管理什么”的问题;外围部分包括基本公共服务的质量决策、质量控制和质量监测,回答了基本公共服务质量管理“怎么管理”的问题。基本公共服务质量管理的内容与职能之间具有紧密的内在联系,各职能之间是一套相辅相成、依序递进、循环往复的有机系统。

The Construction and Empirical Research on Quality Management System of Basic Public Service

The construction of basic public service quality management system is not only the practical need to promote the high-quality development of basic public service in China,but also a frontier research topic in the discipline of public administration.Referring to the idea of building quality management system in the field of industry and commerce,and focusing on the content and function of basic public service quality management,we can build a“compound”basic public service quality management system,which includes the central part and the peripheral part.The central part includes the quality requirements,quality characteristics and the degree to which the quality characteristics meet the quality requirements of basic public service,answering the question of“what to manage”in the basic public service quality management;the peripheral part includes the quality decision-making,quality control and quality monitoring of basic public service,answering the question of“how to manage”in the quality management of basic public services.The“compound”basic public service quality management system shows that not only the contents and functions of basic public service quality management have close internal relations,but also the basic public service quality management functions are a set of complementary,progressive and cyclic organic system.