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论文编号：	5959
作者编号：	2120112830
上传时间：	2013/12/8 17:51:24
中文题目：	养老项目精益服务体系研究
英文题目：	Research on Lean Service System of Pension Project
指导老师：	白长虹
中文关键字：	养老项目;精益服务;服务体系
英文关键字：	Pension project;Lean service;Service system
中文摘要：	中国已经全面进入老龄化阶段，城市老龄化问题日益突出，并且老龄人口规模呈现加速扩大的趋势。据民政部数据显示，截至2012年底，全国60岁及以上老年人口已达1.94亿，占总人口的14.3%。与此同时，“4-2-1”的家庭模式，逐渐暴露出具有新时代特点的问题。老龄化问题的日趋严重，逐渐成为家庭与社会不容忽视的问题，也为社会养老服务体系的构建提出了全面而紧迫的要求。然而，国内学术界对于养老服务体系的研究成果十分有限。我国“未富先老”的国情，使得养老服务体系的建设需要政府、市场、家庭的智慧分工，均衡协作。养老服务体系服务链条长，涉及专业广，运营成本高，精明划分多种类型多种层次的服务需求，合理分配各种资源在体系运行中的作用，是养老服务体系健康运作的前提。如何深入研究老年群体的实际需求，对于我国新阶段下养老服务体系做出前瞻性规划，是解决我国老龄化问题的首要任务。本文在重点研究了养老需求、时代机遇、最新政策导向等相关问题的基础上，以顾客导向的精益服务理论为依据，结合大量国外相关研究和成果梳理，从分析老年客户的需求和价值导向出发，通过对于养老服务体系客户、产品、流程、界面等要素的分析，结合天津示范养老服务项目运营实际，提出了养老项目精益化服务体系设计策略。同时，对接老龄事业发展十二五规划，结合养老服务精益化模型，提出社会化养老服务体系的精益化构建策略，为社会化养老设施建设提供科学的参考依据。
英文摘要：	China has already entered the aging society and with the accelerated expansion trend of the aging population, the problem in city has become noticeable. According to data compiled by Ministry of Civil Affairs (MCA)，as of the end of 2012, the 60-year-old and older population has reached 194 million, accounting for 14.3% of the population. Meanwhile, the "4-2-1" family model gradually revealed new era issues. The increasingly serious problem of aging gradually becomes an ineluctable puzzle confusing families and the society, and also asks for the construction of the social care service system comprehensively and urgently. However, the researches involving the pension service system in domestic academic is very limited. The situation of China's "old before rich" requires the intelligence division and balanced collaboration among government, market and families upon the social care service system. Pension service system has a very long chain, involving not only a wide range of industries, but also high operating costs. So a sound operation of service system requires clear divisions of multiple service needs and rational allocations of diversity resources in the system. How to study the actual needs of elderly population thoroughly is the primary task to plan prospectively in new era, as well as to solve the problem of aging. This paper based on the theory of lean service, focused on the pension needs, contemporary opportunities and the latest policies, combined with a large number of foreign-related researches, from the analysis of the needs and value-oriented way of older clients, by analyzing customers, products, processes, interfaces and other factors in the pension service system, combined with the actual pension services demonstration project in Tianjin, finally proposes the strategies of pension lean service system. Meanwhile, following the Aging Development Twelfth Five-Year Plan and combining with pension services lean model, the study proposes the building strategies of lean social care service system, and provides scientific basis for the social pension facilities.
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