【摘要】 随着我国老龄化进程加快，智慧养老成为破解养老服务难题的重要路径。然而，A社区在智慧养老实践中仍面临政策执行偏差、资源碎片化、治理能力滞后等系统性质量问题。本文运用六西格玛DMAIC方法论，系统开展质量改进研究：在定义阶段，明确智慧养老政策响应质量的关键特性；在测量阶段，通过实地调研与数据分析，揭示财政补贴发放率仅68%、设备闲置率达41%等效能短板；在分析阶段，结合史密斯模型与根因分析，识别出老年人数字素养低、跨部门协同缺失、技术标准脱节等深层原因；在改进阶段，提出政策工具包设计、跨部门协同机制构建、数字化治理能力提升三项系统性策略；在控制阶段，构建政策动态调整、服务监督与持续改进文化培育的长效机制。实施后，服务响应时间缩短43%，设备在线率提升至95%，用户满意度达4.2分。本文研究验证了DMAIC方法在公共服务质量改进中的适用性，为智慧养老政策落地提供了一套可操作、可复制的改进框架。更多还原

【Abstract】 With the accelerating aging process in China, smart elderly care has emerged as a crucial approach to addressing challenges in elderly care services. However, Community A still faces systematic quality issues in its smart elderly care practice, including deviations in policy implementation, fragmented resources, and lagging governance capabilities. This study employs the Six Sigma DMAIC methodology to systematically conduct quality improvement research. In the Define phase, key characteristics of policy response quality in smart elderly care are clarified. In the Measure phase, field research and data analysis reveal performance gaps, such as a fiscal subsidy distribution rate of only 68% and an equipment idle rate of 41%. In the Analyze phase, the Smith Model and root cause analysis are applied to identify underlying factors, including low digital literacy among the elderly, lack of cross-departmental collaboration, and disconnection from technical standards. In the Improve phase, three systematic strategies are proposed: designing a policy toolkit, establishing a cross-departmental collaboration mechanism, and enhancing digital governance capabilities. In the Control phase, a longterm mechanism is constructed, encompassing dynamic policy adjustment, service supervision, and fostering a culture of continuous improvement. After implementation, service response time was reduced by 43%, equipment online rate increased to 95%, and user satisfaction reached 4.2 points. This study validates the applicability of the DMAIC methodology in public service quality improvement and provides an operable, replicable framework for implementing smart elderly care policies.更多还原