基于WSR方法论的高校后勤服务质量管理研究

高校后勤是高等教育体系中重要组成部分。高效、服务型后勤系统能够为高校人才培养、科学研究和社会服务良性发展提供重要支撑。新时代提高高校后勤服务质量，提高后勤服务对高校教学科研的支撑度是高校后勤亟待解决的问题。同时，高校后勤是一个复杂的系统，需要运用系统观念，统筹各领域的发展，才能提高运行效率，提供良好的服务。WSR方法论是重要的系统工程分析方法之一，运用WSR方法论利于梳理后勤系统各个领域之间联系，推动整个系统良性发展。论文基于WSR方法论从物理（W）-事理（S）-人理（R）三个层面分析了高校后勤服务管理要素，搭建了高校后勤服务质量管理体系，提出了提升“三度”（配备度、规范度、和谐度）的建议，为提高后勤服务质量管理水平提供参考。

Management of Logistics Service Quality Based on WSR Methodology

As a vital part of higher education system, logistics plays an effective role in providing services to support the university''s roles of talent training, scientific research and social services. Therefore, logistics department needs to improve its service quality in order to enhance its support to the teaching and researching roles of universities. But, as a complicated system, it needs to adopt systematic concepts to make overall arrangements in all fields to provide an effective service. As one of the important methodologies in systems engineering, WSR is used to analyze the connections among all fields in logistics system to develop the whole system in a sound way. Based on the three aspects of WSR methodology, namely, Wuli-Shili-Renli, after analyzing the key elements in service management, the authors of the thesis have constructed the logistics service management system and put forward the suggestion of improving the equipping, normalizing and according degrees of logistics system, hoping to provide some references to the better management of logistics service quality.