基于流程再造視角下的我國高校一站式服務中心發(fā)展現(xiàn)狀研究
發(fā)布時間：2018-07-18 15:23
【摘要】：20世紀末,流程再造理論在美國麻省理工學院對于高校工作模式的改革產(chǎn)生了深遠的影響,后來國外管理學界將其很好地應用于企業(yè)和政府。我國對于流程再造理論的應用還尚存于企業(yè)和政府領域,鮮有對于高校的成功案例。國外高校一站式服務中心最早興起于21世紀初的英國,其服務的核心便是以高效、便捷的流程為主要特色,因而不斷發(fā)展和建立于世界各大高校。我國在2009年首度將該中心模式引入,在中國科學技術大學正式建立中國第一所高校一站式服務中心。對比流程再造理論和高校一站式服務中心的基本特性,可以發(fā)現(xiàn)兩者具有天然的耦合度。這正是本研究站在流程再造的角度去對我國高校一站式服務中心的發(fā)展現(xiàn)狀進行分析研究的根本原因。我國高校一站式服務中心相對來說已經(jīng)具有了四年多的發(fā)展規(guī)模,同時伴隨其發(fā)展的過程中也產(chǎn)生了一些需要關注的問題。 本研究對我國具有代表性的兩所高校：中國科學技術大學和杭州師范大學的本科生和研究生進行問卷調(diào)查與訪談。通過從總體滿意度、業(yè)務流程為核心、創(chuàng)造價值和顧客需求為導向、管理團隊為單位、信息技術為依托以及基于流程再造理論原則下的服務模式需求分析這六個維度對兩所高校的本科生和研究生進行調(diào)查研究。通過比較分析,兩所高校的總體滿意度均一般,但杭州師范大學比中國科學技術大學的滿意度稍高；業(yè)務流程都亟待優(yōu)化；在服務效率和創(chuàng)造價值方面都有一定的積極作用,但是需要進一步提升服務意識和顧客意識；工作團隊的建設不夠完善,相應的一些配套設施和信息技術手段需要不斷加強；而在基于流程再造理論原則下的服務模式需求分析方面兩所高校都給予了一定的積極反饋,但是對于中國科學技術大學已經(jīng)實施的“首問負責制”和“限時結辦制”效果并不是很好。本研究建議：應該通過不斷細化組織流程和精簡管理層次；提升工作團隊的專業(yè)度和服務意識；升級改進網(wǎng)絡服務平臺,建立和提升相關配套設施；并且對于高校一站式服務中心的關注和宣傳力度也需要提升,從而不斷地促進高校一站式服務中心在我國高校中更好、更快地發(fā)展。
[Abstract]:At the end of the 20th century, the theory of process reengineering had a profound influence on the reform of the work model of colleges and universities in Massachusetts Institute of Technology (MIT) of the United States, and then applied it well to enterprises and governments in foreign management circles. The application of process reengineering theory in our country still exists in the field of enterprise and government, and there are few successful cases for colleges and universities. The one-stop service center of foreign universities was first developed in Britain in the early 21st century. The core of its service is characterized by efficient and convenient process, so it is constantly developed and established in universities and colleges all over the world. In 2009, China introduced the center model for the first time, and formally established the first university one-stop service center in the University of Science and Technology of China. Comparing the basic characteristics of process reengineering theory and one-stop service center in colleges and universities, we can find that they have natural coupling degree. This is the fundamental reason why this research station analyzes and studies the development status of one-stop service center in Chinese universities from the point of view of process reengineering. The one-stop service center of colleges and universities in our country has been developing for more than four years, and at the same time, some problems need to be paid attention to in the course of its development. This study investigated and interviewed undergraduates and postgraduates from China University of Science and Technology (CUST) and Hangzhou normal University (HNU). Through overall satisfaction, business processes as the core, value creation and customer demand as the orientation, management team as the unit, On the basis of information technology and the requirement analysis of service mode based on the theory of process reengineering, this paper investigates the undergraduate and graduate students in two universities. Through comparative analysis, the overall satisfaction of the two universities is general, but the satisfaction of Hangzhou normal University is slightly higher than that of the China University of Science and Technology, the business process is in urgent need of optimization, and both have a positive role in service efficiency and value creation. However, the service awareness and customer awareness need to be further enhanced, the construction of the work team is not perfect, and the corresponding supporting facilities and information technology means need to be continuously strengthened. The two colleges and universities have given some positive feedback on the demand analysis of service model based on the theory of process reengineering. However, the effect of the "first question responsibility system" and "time limit system" implemented by the University of Science and Technology of China is not very good. The suggestions of this study are as follows: to continuously refine the organizational process and streamline the management level; to enhance the professionalism and service awareness of the work team; to upgrade and improve the network service platform; to establish and upgrade related facilities; And the attention and propaganda of the one-stop service center in colleges and universities also need to be improved, so as to promote the better and faster development of the one-stop service center in colleges and universities in our country.
【學位授予單位】：首都師范大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：G647
本文編號：2132327
[Abstract]:At the end of the 20th century, the theory of process reengineering had a profound influence on the reform of the work model of colleges and universities in Massachusetts Institute of Technology (MIT) of the United States, and then applied it well to enterprises and governments in foreign management circles. The application of process reengineering theory in our country still exists in the field of enterprise and government, and there are few successful cases for colleges and universities. The one-stop service center of foreign universities was first developed in Britain in the early 21st century. The core of its service is characterized by efficient and convenient process, so it is constantly developed and established in universities and colleges all over the world. In 2009, China introduced the center model for the first time, and formally established the first university one-stop service center in the University of Science and Technology of China. Comparing the basic characteristics of process reengineering theory and one-stop service center in colleges and universities, we can find that they have natural coupling degree. This is the fundamental reason why this research station analyzes and studies the development status of one-stop service center in Chinese universities from the point of view of process reengineering. The one-stop service center of colleges and universities in our country has been developing for more than four years, and at the same time, some problems need to be paid attention to in the course of its development. This study investigated and interviewed undergraduates and postgraduates from China University of Science and Technology (CUST) and Hangzhou normal University (HNU). Through overall satisfaction, business processes as the core, value creation and customer demand as the orientation, management team as the unit, On the basis of information technology and the requirement analysis of service mode based on the theory of process reengineering, this paper investigates the undergraduate and graduate students in two universities. Through comparative analysis, the overall satisfaction of the two universities is general, but the satisfaction of Hangzhou normal University is slightly higher than that of the China University of Science and Technology, the business process is in urgent need of optimization, and both have a positive role in service efficiency and value creation. However, the service awareness and customer awareness need to be further enhanced, the construction of the work team is not perfect, and the corresponding supporting facilities and information technology means need to be continuously strengthened. The two colleges and universities have given some positive feedback on the demand analysis of service model based on the theory of process reengineering. However, the effect of the "first question responsibility system" and "time limit system" implemented by the University of Science and Technology of China is not very good. The suggestions of this study are as follows: to continuously refine the organizational process and streamline the management level; to enhance the professionalism and service awareness of the work team; to upgrade and improve the network service platform; to establish and upgrade related facilities; And the attention and propaganda of the one-stop service center in colleges and universities also need to be improved, so as to promote the better and faster development of the one-stop service center in colleges and universities in our country.
【學位授予單位】：首都師范大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：G647
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，本文編號：2132327
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