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中文摘要：
本文着重探讨西方国家对政府运作过程进行质量控制的经验。通过对世界三大质量奖的评奖框架以及各种质量控制工具进行多角度对比，提出EFQM卓越模型是最适用于研究政府运作过程质量控制的框架。在该框架下，政府的运作按照决策、执行和监督的全过程，以及学习-创新的动态反馈过程两个方向，实施全面受控，促进了政府自身运作质量的完善以及公共服务质量的提升。
英文摘要：
This paper focuses on the quality control mode for the government process improvement. With a comparative study on three main quality award frameworks in the world, the EFQM excellence model as a quality control tool is chosen to be the most suitable for operation within governments. The EFQM quality control framework is deeply studied in this paper. Within this framework, the government operation should be in accordance with decision - making, implementation and monitoring during the entire operation process. Meanwhile, a learning - innovative dynamic feedback process is required as well. The current administrative system, service - oriented government and the ongoing super - ministry reform in China could obtain some important referential significance from this EFQM model.
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ADJUSTING FOR PERCEPTION BIAS IN CITIZENS' SUBJECTIVE EVALUATIONS: A Production Function Perspective
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