运用用户满意策略实施政府机构改革

用户满意的概念源于全面质量管理,这是一个研究西方的商业机构如何将顾客满意作为商业活动的一个基本目标,并将其置于获取利润之上的管理学原理.本文主要阐述政府部门如何运用用户满意的概念来改进管理实践.公共管理领域中用户满意的概念定义为公共组织或机构如何履行自己的责任和义务.政府机构做得好坏取决于他们的国家管理类型,即是以下四种方式中的哪一种:"弱"型、"强"型、"过渡"型和"世袭"型,政府的管理采取上述方式中的哪一种既决定着其各个部门如何履行其职责,也决定着该政府如何利用用户满意策略来改进管理和机构.

Towards Bureaucratic Reform by Customer Satisfaction

The concept of customer satisfaction stems from total quality management, a management philosophy, which argues how Western businesses ought to take customer satisfaction as their primary goal over profit. Much of this paper addresses to how public sector could use customer satisfaction to improve its management practice. Customer satisfaction in public sector is defined as how public organizations and institutions meet their responsibility and accountability. And how they do it depends on in which of the four types of ment is determines how its institutions and organizations meet their responsibility and accountability, as does how customer satisfaction could be used to reform their management and institutions.