中国城市公共服务指数·2010

“中国城市公共服务指数”编制目的在于为各有关城市制定发展战略和相关政策提供依据,进而为中国公共服务的健康、持续发展,提供智力支持。对2010年中国35个城市公共服务指数排名及简要分析后,进一步阐明其指标体系及脸谱图,以期进一步促进地方政府提供公共服务及实现基本公共服务均等化,并在各项具体工作中努力实现这一目标。     

提升城市公共服务质量打造服务型政府——2010连氏中国城市公共服务质量调查

以“服务型政府”的基本价值为导向,充分结合中国国情,运用科学的标准、方法和程序,初步构建了涵盖公共服务所有重要维度的“连氏基金中国城市公共服务质量评价体系”,利用这个体系对中国32个主要城市的公共服务进行了评估与分析。     

中华民族的伟大复兴——中国共产党民族理论与民族政策的理论性与实践性

中国的民族事务是关系中国共产党和国家全局的重大事务。在世界范围内,没有任何一个国家的执政党肩负着13.7亿人口实现共同发展、共同繁荣的现代化重任。同时,也没有任何一个国家,像中国这样面对着消除民族问题"历史遗产"的复杂形势、面对着解决民族问题现实因素的繁重任务。中国共产党根据马克思主义的民族理论的基本原理,与中国统一的多民族国家实际相结合,确立和实行了解决民族问题的基本政治制度——民族区域自治,制定了一整套以制度、法律、政策构成的,立足于真正平等基础上的,涉及政治、经济、文化、社会生活诸方面的民族政策体系,有力地维护了各民族人民的平等权利,为维护国家统一、民族团结、各民族共同繁荣发展提供了切实保障,为实现中华民族伟大复兴保驾护航。坚持和完善这套民族政策体系,是中国解决民族问题的理论和实践必须高度重视的任务。     

Six-sigma for improving Top-Box Customer Satisfaction score for a banking call centre

Six Sigma process improvement methodology has been accepted globally across the service industry. In past one decade, the application and success of Six Sigma in Services is remarkable across Information Technology organisations, Hospitality firms, Government, Healthcare firms and Banking & Financial Sector. The aim of this paper is to explore the role of Six Sigma within call centres where the metric based environment complements the application of Six Sigma for process improvements. The article establishes the literature for the need for Six Sigma in call centre environment elaborating on customer facing metrics in addition to internal performance measures and highlighting the advantages of Six Sigma. A case study is presented in the second part of the article to study the DMAIC project management approach of Six Sigma for improving the Top Box Customer Satisfaction score of a Banking call centre. The literature identifies the possible opportunities for improving the performance of call centre metrics using Six Sigma. The project case study presented as part of the paper delivered a saving of USD 0.27 million to the bank, and is a classic example of how Six Sigma can bring bottom-line impact to an organisation. The article is limited to elaborate the advantages of Six Sigma in call centre environment, emphasising on its need and its compatibility to go along successfully with change acceleration and project management processes. Managerial implications and lessons learned are discussed alongside the concluding notes.     

Thematic elements underlying the delivery of services in high-contact public service encounters

Earlier research alludes to the fact that enhanced information and systems (IS/IT) functionalities coupled with a lower degree of interaction with customers, the so-called zero- touch, real- time, self-service enhance services engagement. In this article, utilising a series of thematic elements drawn from two exploratory case studies, the authors suggest that the real enhancement of service delivery and increase in customer satisfaction, especially in frontline public service encounters, are not necessarily achieved through infusions of IS/IT, but from the adoption of a service philosophy which allows such organisations to de-emphasise IS/IT and instead focus on significant organisational factors in the area of enhanced human interaction.     

New Governance and the Case of Activation Policies: Comparing Experiences in Denmark and the Netherlands

This article explores the importance of new forms of governance in active labour market policies (activation) in two countries: Denmark and the Netherlands. Drawing on research with key stakeholders in these countries, we analyse how new governance, and particularly processes of contracting-out and localization, have found expression in recent reforms to activation. We conclude that localization and contracting-out may have a future role to play in the development of more locally responsive and individually focused services. But both countries have encountered problems in promoting joined-up services through local jobcentres, while contracting-out has not always led to the tailored, individually focused services envisaged by policy-makers. In both countries, there are also concerns that the restriction of the Public Employment Service to a 'gatekeeping and signposting' role will lead to inconsistencies in the quality of services, exposing the most disadvantaged to greater social risk.     

中国生产性服务业迅速崛起刍议

环境和资源的外在约束、制造业和传统服务业升级的内在需求,使现代服务业成为优化经济结构、转变经济增长方式的必然选择.近年来,生产性服务业在现代服务业中的地位日益凸显,并在我国迅速崛起.研究生产性服务业对于我国加快发展现代服务业,优化产业结构意义深远.文章对我国生产性服务业迅速崛起的动因进行了分析,并在此基础上提出了我国发展生产性服务业的两大空间和三大重点.     

元认知能力在英语阅读中的培养

元认知在外语阅读理解过程中有着重要的作用,但是如果教师在阅读教学过程中对它的认识不够,通常容易忽略培养学生有效使用元认知策略这个环节,因此很难从根本意义上帮助学生提高阅读效果,改善阅读教学效果。本文欲在前人研究的基础之上,试图论述元认知以及元认知在外语阅读中的作用,最后探讨英语教师在阅读课上该如何培养学习者元认知能力。     

论服务标准化建设

从服务标准化的客观要求和对顾客与企业的价值出发,简述了我国服务标准化工作现状,重点就如何制定科学的服务标准、加大服务标准执行力度、加强服务标准宣传推广、持续完善服务标准等提供了可资借鉴的思路和方法。     

外籍人员管理中的政府角色

近年来,外籍人员大量进入我国,随之而来出现许多的问题,如外籍人员与本地文化的冲突、外籍人员的医疗问题、外籍人员的宗教信仰问题,"三非"外籍人员的问题等。通过分析,提出解决这些问题的措施,包括完善我国出入境管理法律法规、给予外籍人员平等社会待遇、完善基层管理组织等。