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。 This article focuses on the western countries experience in the quality control of government operations. Through the multi-angle comparison between the world’s three major awards and the quality control tools, it is proposed that the EFQM model is the most suitable framework for studying the quality control of government operations. Under this framework, the operation of the government is fully controlled according to the whole process of decision-making, implementation and supervision, and the dynamic feedback process of learning-innovation, which promotes the improvement of the government’s own operation quality and the improvement of public service quality.