“神秘访客”调查在高校行政效能监察中的应用

西南交通大学在机关作风效能监察中首次引入商业领域中普遍认可的“神秘访客”调查法,即针对高校行政管理特点和调查目标,设计可行的调查问卷,在教师、学生和离退休人员中招募和培训“神秘访客”对校机关所有部门按照问卷调查事项进行“暗访”。结果表明：校机关工作作风总体情况较好,个别单位满意度评价较低。可见“神秘访客”调查真实地反映了校机关作风实际状况,发现了其中的不足和问题,对推动校机关作风改进起了重要作用;相较于其他“明查”式监察方法,“神秘访客”调查对于监测高校“无为而治”管理状态具有明显优势,是客观评价高校行政效能水平的有效方法。

Mystery Customer Survey in the Supervision of Higher Education Administration Efficiency

＂ Mystery Customer＂ survey, generally recognized in the commercial field, was first introduced to the efficiency supervision in Southwest Jiaotong University. Feasible questionnaire items are designed according to the university administration features and the target of the investigation, and teachers, students and retirees are recruited and trained as ＂mystery customer＂ to make unannounced visits to all the administrative departments in the university. The investigation results show that, the overall situation of the office style of work in this university is good, but low satisfaction occurs in a few units. This means ＂mystery customer＂ survey can truly reflect the actual status of the office style of work, find the shortcomings and problems among them, and thus play an important role in promoting the office style of work. Compared with other ＂announced＂ supervision methods, ＂mystery customer＂ survey has obvious advantages in monitoring the ＂inaction＂ management state. Therefore, is an effective method for objective evaluation of university administrative efficiency.