美国文官录用中退伍军人优待政策的历史演变

美国联邦政府文官录用中对退伍军人的优待政策经历了早期联邦政府对退伍军人非制度性的照顾、两次世界大战后政策性的优待以及 1978年开始实行有限制优待政策等几个历史演变阶段。在历史演变过程中 ,优待政策也经历了从无限制优待向有限制优待的历史转变过程。这种转变并没有从根本上改变优待政策是以违背“功绩制”原则和牺牲文官素质为代价这一事实。因此 ,协调联邦政府文官录用中退伍军人的“优待”政策与“功绩制”原则二者之间的矛盾 ,仍然是新世纪美国文官制度改革所面临的一个重要课题。     

An Analysis of the Production Line versus the Case Manager Approach to Information Intensive Services*

The production line approach has been beneficially used in manufacturing companies to yield consistent-quality standard products at relatively low cost. For this reason, service firms have also employed this approach, which embodies a division of labor, sequential flow processes, and standardization of services. Today's customers, however, are demanding customized services and shorter cycle times—outcomes that the production line approach finds difficult to achieve. An alternative process design proposed for information intensive services is the emerging “case manager” approach, in which all the steps required to deliver a service are performed by a single information technology-enabled individual. This paper uses queuing theory to compare the waiting time performance of the production line and the case manager approaches. This comparison shows that when the number of process steps under the production line approach is relatively large, the relative efficiency of the case manager is sufficiently high, system utilization rate is moderate, and the size of staff downsizing is small, the case manager approach is preferred. Critical issues for the design of enabling information technology are then discussed. The paper concludes with suggestions for future research on the case manager approach.     

The Conference Paper-Reviewer Assignment Problem*

Conference organizers often face the following problem: Given a collection of submitted papers, select a subset to be presented at the conference. The bulk of the work often amounts to assembling a pool of reviewers and then sending each submitted paper to several reviewers. We present in this paper a technique for finding a good assignment of papers to reviewers. An important feature of the solution we find is that each paper is sent to at least one reviewer who is “as expert as possible” for that paper. A major component of the problem is modeled as a bottleneck version of a capacitated transshipment problem.     

Scheduling to Improve Field Service Quality*

This research addresses the problem of scheduling technicians to travel from customer site to customer site to perform emergency maintenance on office machines, computers, robots, telecommunications equipment, medical equipment, heating/cooling equipment, household appliances, and other equipment. We call this the Traveling Technician Problem (TTP). In its simplest form, the TTP is a multiserver, sequence-dependent, tardiness minimization problem. This research frames the TTP as a service quality maximization problem in which service quality is defined in terms of mean tardiness, mean technician phone response time, mean promise time, and mean response time. Tardiness is defined with respect to contractually guaranteed response times. Industry practice is to use dispatching rules to assign service calls to technicians. This research proposes scheduling procedures to maximize field service quality in a dynamic environment. A simulation experiment was used to compare three dispatching rules and three scheduling procedures for the TTP. The scheduling procedures dominated the dispatching rules on all four service quality measures. The proposed scheduling procedures hold promise for improving service quality in a wide variety of field service organizations and in other scheduling environments as well.     

制约我国农村居民服务消费的因素分析与对策

随着我国农村居民收入的提高,用于服务消费的支出也不断增加,但医疗保健、交通通讯、文教娱乐等服务消费支出在消费支出中的比重较少,且增长缓慢.农村居民收入水平低,社会保障制度不健全,服务消费价格高、质量低、供给少,服务消费观念落后,维护消费者权益难是主要原因.今后,要增加农村居民收入、健全农村社会保障制度、降低服务消费价格...     

A Simulation Metamodel for Response-Time Planning*

Field service management continues to be a major challenge for many service organizations as companies are required to provide more service with less resources. Especially in information intense environments, short response times for service calls are essential to avoid disruptions to a business office or production facility. Managers must regularly assess their manpower needs, and ensure that their allocation and operational decisions lead to the best service at the lowest cost. Xerox Corporation provides copiers, duplicators, and printing systems to an international market. Xerox operates a service network consisting of over 30,000 trained service personnel, each allocated to service regions by the service planning staff. Response-time planning involves many challenging problems: requirements planning at the national level, allocation planning at the district level, and operational planning at the team level. Customer service is critical and is commonly measured by response time—the time that elapses from when a service call is placed to when a service engineer begins service. This paper discusses how Xerox Corporation has used simulation models and metamodels to improve response-time planning and field service operations.     

论服务名牌战略

本文在分析服务名牌特点及服务名牌战略独有的类型基础上,论述了服务名牌战略的八大功能,并从服务企业的角度提出了实施服务名牌战略的设想.     

我国公务员制度的产生及运行环境分析

我国公务员制度的产生和发展有着鲜明的中国特色,它是我国经济、政治和社会发展的内在要求。实行社会主义市场经济是中国确立公务员制度的根本动力,干部人事制度改革是我国确立公务员制度的直接原因,对外开放为其提供了有利的环境和条件。公务员制度是一种社会现象,它的发展要受到包括经济、政治和文化在内的社会生态环境的制约,因此,在弄清公务员制度的产生及运行环境的基础上,不断调适公务员与社会、文化生态环境之间的关系,既是现实社会不可回避的问题,也是促进公务员制度不断改革的动力。     

我国高校探索企业财务共享人才培养的研究

随着我国企业实行财务共享服务模式的日益普遍,企业财务共享人才需求同步快速增长。为适应企业财务共享人才的新需求,我国高校需要进一步优化会计专业培养新方式,本文将从转变培养思路、配套培养举措等入手,探讨高校培养各类财务共享人才的新做法。     

Service users’ involvement in social work education: focus on social change projects

ABSTRACT

This article presents and analyzes four projects focusing on diverse forms of service users’ involvement in social work training and research in different countries (Israel, Italy, Slovenia and UK). It highlights the value of service user involvement (SUI) to specific social change objectives and to social work education. The conceptual framework focused on the Standpoint Theory, while methodologically participatory action research was applied, and evaluation measures were developed. Key findings, facilitators and limitations to the involvement, students’ views of it and similarities and differences among the four projects are outlined. The challenges embedded in introducing and sustaining social change objectives in a co-production framework within social work education are identified, alongside the added value of meeting them. The differentiated impact the projects had on students is highlighted as well as their significance for health and social care providers were relevant. It is encouraging that in each project SUI was positively valued. The projects indicate the wide range of SUI in the content and format of social work education, as well as its applicability cross-culturally to a range of key issues pertaining to both training and research in social work.