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论文编号：	3971
作者编号：	2120092778
上传时间：	2011/12/22 11:40:23
中文题目：	天津海关服务体系构建研究
英文题目：	The customs service system construction research
指导老师：	许晖
中文关键字：	天津海关；服务体系构建；服务质量管理
英文关键字：	Tianjin Customs; Service System construction; Service Quality Management
中文摘要：	目前我国的政府机构，正面临严峻的考验，中国政府正着力转变职能、理顺关系、优化结构、提高效能，把政府主要职能转变到经济调节、市场监管、社会管理、公共服务上来，把公共服务和社会管理放在更加重要的位置，努力为人民群众提供方便、快捷、优质、高效的公共服务。海关作为中央直属的国家进出境货物的监督管理机构，肩负着增加国家财政收入和支持经济发展等诸多使命；但是，在海关上至管理层下至基层关员中也存在着海关只是监管部门的观念，在海关延续多年的办事流程中仍存在着一些不甚合理和效率低下的环节。在全球贸易高速流通的21世纪中，一个沿承上个世纪办事习惯的通过服务体系显然不符合党中央、国务院不断转变政府职能的要求，也无法为越来越多有着进出口贸易需求的企业更好服务。因此，构建一个“新型的海关服务体系”正是全国海关系统亟待思考和解决的问题。 本文就是在这一目标的指引下展开详细的论述。主要分成6个部分，在绪论中简要介绍了本文的基本结构和研究内容。第二章回顾和梳理服务质量管理、流程管理等相关理论，为本文的观点的阐述奠定基础。第三章通过资料和文献的整理，对目前我国海关的现状和创建服务型海关的必要性进行了概括。第四章、第五章是本文的核心，通过对海关行业特点的分析，从对进出口企业的了解程度、海关的理念、海关关键业务流程和海关工作质量等几个方面了解现行体系的情况，剖析不足；随后引用服务的概念，借鉴服务型企业的服务理念、服务方式和已有成果，从了解顾客需求、服务流程控制、服务质量管理、顾客抱怨和投诉以及顾客关系管理等方面着手，并结合本人对海关工作的一些思考和实践，探讨如何从具体实务和内部管理中构建海关服务体系，提高海关服务职能，使之更好的适应新时期经济发展需要，为中国的全面发展做出更多的贡献。
英文摘要：	At present, China's government agencies, is facing a severe test, the Chinese government is focusing on changing functions, straightening out relations, optimizing structure, improving efficiency, the main functions of government changes to economic regulation, market supervision, social management and public service, the public services and social management in a more important position, and strive to provide the people with convenient, fast, high-quality, efficient public services. As the national customs directly under the central supervision and management of goods import and export agency, shoulder to increase state revenue and support economic development and many other mission; However, to the Customs management down to the grassroots on the customs officer just customs also exist in the regulatory authorities ideas, customs continue for many years in the work processes are still quite reasonable and there are some areas of inefficiency. Rapid flow of global trade in the 21st century, one along the order of the last century through the work habits of the service system is clearly inconsistent with the State Council, the changing functions of the government's requirements, but also can not demand more and more enterprises with import and export trade better service. Therefore, in building a "new customs service system" is the national customs system needs to think and solve problems. This goal is carried out under the guidance discussed in detail. Divided into six main sections, outlined in the introduction, this study of the basic structure and content. Chapter review and sort out the quality of service management, process management and other related theories, for the elaboration of this point of view basis. Chapter sorting through information and literature on the current status of China's customs and the need to create a service-oriented customs have been summarized. Chapter IV, Chapter V is the core of this paper, the characteristics of the industry through the analysis of customs, import and export enterprises from the level of understanding, the concept of Customs, Customs critical business processes and quality aspects of customs work to understand the current situation of the system , analysis is inadequate; then the concept of reference service, reference service-oriented business service concept, service mode and have the results from the understanding of customer needs, services, process control, quality of service management, customer complaints and complaints, and customer relationship management and other aspects, combined with some of my thinking on the customs and practices, to explore how specific practices and customs services to build internal management system, improving customs service functions, to better adapt to the new era of economic development needs, and make the overall development of China more contributions.
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