关键词: 有害生物防治业, 市场化运作, 服务质量

Abstract:

Objective To investigate the status quo of the pest control operations (PCO) and service quality in Ningbo for promoting the quality and efficacy of vector control. Methods The annual accounting statements of PCO companies were examined, the expenditures on vector control on field and in township (county or street) randomly checked and the management of service quality evaluated. Results There were 40 enterprise members and 704 managers and operators in Ningbo PCO Association. The total business turnover was 33.33 million and 41.19 million Yuan in 2008 and 2009, respectively. Increase of business turnover in pharmaceutical and medical apparatus, specialized industries and general entities was observed in varying degrees. The number of townships (counties) adopting market-oriented operations increased by 20 with a turnover spike of 4.92 million Yuan. 98.40% of the annual statements were consistent with the actual flow and questionnaires showed a degree of satisfaction of 96.75%. The financial contribution of townships averaged 219 300 Yuan, slightly lower than the average funds as shown by the annual statements. In view of the service management system established and implemented in PCO companies, the inspection Results of organizations at all levels and the degree of satisfaction in the public, the vector control effect in this area was satisfying. Conclusion Thanks to the government’s advocate and support of marketized operation and effective service quality management, Ningbo PCO maintains a good momentum of growth.

Key words: Pest control operations, Market-oriented operation, Service quality