志愿服务实际上是志愿者在不计物质报酬的条件下，自愿为促进社会发展而 提供的一种服务活动。“雷锋精神”就是中国志愿服务事业的起源，志愿服务组 织在中国共产党和共青团的推动下不断发展壮大，形成主要以青年为主的志愿服 务团队，其中又以高校、企业为其核心力量。随着社会快速发展，生活节奏加快， 人们工作压力变大，社会对于志愿服务也越来越重视。对于国有企业，一些与企 业相关的工作并没有包含在员工的本职工作中，导致很多员工在完成本职工作外 还要以志愿服务的方式进行额外的劳动。虽然是志愿服务的方式，但却并非志愿， 而是由公司党委、团委进行指派，员工参与活动的积极性也不高。目前国有企业 并没有健全的志愿服务管理制度以满足企业内外志愿服务人力调配。 本文以北京公交集团员工为研究对象，以调查问卷以及深度访谈获取数据并 加以分析。调查问卷以及访谈提纲将以北京公交集团实际情况出发，综合考虑和 运用双因素激励理论和目标一致性理论，以员工为核心开展工作。从影响员工参 加志愿服务的激励与保健因素以及影响员工参加志愿服务的动机来制定访谈提 纲和调查问卷，围绕员工兴趣、社会责任、个人需求、个人成就感等层面设置问 卷问题。 经研究发现，公交集团志愿服务管理制度较为不完善，招募志愿者大部分属 于内部招募，志愿者培训流于形式，资金、物资的保障不健全等等。围绕分析出 的数据，本文提供了公交集团志愿服务管理制度的优化策略，即建立完善的志愿 服务管理制度，改变招募模式为公开招募，建立以项定人的选拔机制，丰富培训 内容形式，完善志愿服务保障机制，配置合理的志愿服务考核体系，以前几项制 度的建立促进志愿者参加志愿服务的积极性，达到激励效果。本文研究成果从北 京公交集团的实际出发，具有现实意义，能够为相似企业志愿服务管理制度的改 进提供一定的参考。 关键词：志愿服务管理，志愿者管理，志愿服务动机 II ResearchontheOptimizationofVoluntaryService ManagementSystemofBeijingPublicTransport Corporation Abstract Volunteerserviceisactuallyakindofserviceactivitythatvolunteersvoluntarily provideforthepromotionofsocialdevelopmentirrespectiveofmaterialremuneration. The"LeiFengSpirit"istheoriginofChina'svolunteerservice.Volunteerservice organizationscontinuetogrowanddevelopundertheimpetusoftheCommunist PartyofChinaandtheCommunistYouthLeague,formingavolunteerserviceteam mainlybasedonyouth,withuniversitiesandenterprisesastheircorestrength.With therapiddevelopmentofsociety,thepaceoflifeisaccelerating,people'swork pressurehasbecomegreater,andsocietyhasalsopaidmoreandmoreattentionto volunteerservices.Forstate-ownedenterprises,someenterprise-relatedworkisnot includedintheemployees'ownwork,whichleadsmanyemployeestoperform additionalworkintheformofvolunteerservicesinadditiontotheirownwork. Althoughitisawayofvoluntaryservice,itisnotvoluntary,butisassignedbythe company'spartycommitteeandyouthleaguecommittee,andtheemployees' enthusiasmforparticipatinginactivitiesisnothigh.Atpresent,state-owned enterprisesdonothaveasoundvoluntaryservicemanagementsystemtomeetthe internalandexternalvoluntaryservicemanpowerdeployment. ThisarticletakesemployeesofBeijingPublicTransportGroupastheresearch object,obtainsandanalyzesthedatathroughquestionnairesandin-depthinterviews. Thequestionnaireandinterviewoutlinewillbebasedontheactualsituationof BeijingPublicTransportGroup,comprehensivelyconsiderandusethetwo-factor incentivetheoryandgoalconsistencytheory,andworkwithemployeesasthecore. Theinterviewoutlineandquestionnairewereformulatedfromthemotivationand healthfactorsthataffectemployees’participationinvolunteerservicesandthe motivationofemployees’participationinvolunteerservices.Questionnaireswereset III uparoundemployeeinterests,socialresponsibilities,personalneeds,andpersonal accomplishment. Theresearchfoundthatthevoluntaryservicemanagementsystemofthebus groupisrelativelyimperfect.Mostoftherecruitedvolunteersareinternalrecruitment. Volunteertrainingisintheform,andtheguaranteeoffundsandmaterialsisnot perfect.Basedontheanalyzeddata,thisarticleprovidestheoptimizationstrategyof thebusservicevolunteerservicemanagementsystem,thatis,establishaperfect volunteerservicemanagementsystem,changetherecruitmentmodeltoopen recruitment,establishaselectionmechanismbasedonitems,enrichthetraining contentform,improveVolunteerserviceguaranteemechanism,withareasonably configuredassessmentsystemforvolunteerservice,theestablishmentofseveral previoussystemspromotestheenthusiasmofvolunteerstoparticipateinvolunteer service,toachieveanincentiveeffect.Theresearchresultsofthispaperarebasedon theactualsituationofBeijingPublicTransportGroupandhavepracticalsignificance, whichcanprovideacertainreferencefortheimprovementofsimilarcompanies' voluntaryservicemanagementsystem. Keywords: Volunteerservicemanagement,volunteermanagement,Motivation ofvoluntaryservice 目录 摘要 ..........................................................................................................I ABSTRACT...............................................................................................II 目录 ..........................................................................................................1 第一章前言 ..............................................................................................1 1.1研究背景..............................................................................................................1 1.2研究内容..............................................................................................................2 1.3研究方法与技术路线..........................................................................................3 第二章志愿服务概述及国内外研究现状 .............................................4 2.1志愿服务的历史..................................................................................................4 2.2志愿服务的意义..................................................................................................4 2.3相关理论基础.......................................................................................................5 2.3.1赫茨伯格的双因素理论...............................................................................5 2.3.2中松义郎的目标一致性理论.......................................................................5 2.4企业志愿服务国内外研究现状..........................................................................6 2.4.1国有企业志愿服务的主要特征...................................................................6 2.4.2志愿服务的动机...........................................................................................7 2.4.3企业促进志愿服务事业发展的措施...........................................................9 2.4.4志愿服务的管理制度...................................................................................9 第三章北京公交集团志愿服务管理制度现状 ..................................12 3.1企业现状............................................................................................................12 3.1.1运营情况.....................................................................................................12 3.1.2组织架构.....................................................................................................13 3.2北京公交公司践行社会责任的主要方式........................................................13 3.2.1贴心服务.....................................................................................................14 3.2.2安全运营.....................................................................................................14 3.2.3绿色发展.....................................................................................................15 3.3北京公交集团志愿服务的内容与形式..........................................................15 3.3.1集团志愿服务工作方案.............................................................................16 3.3.2集团参加的社会招募志愿服务活动.........................................................17 3.3.3公交集团志愿服务流程.............................................................................17 3.4北京公交集团志愿服务管理举措....................................................................18 3.4.1志愿服务招募.............................................................................................18 3.4.2志愿服务培训