关于服务过程质量管理的思考

A Conception of the Quality Management of Service Process

本文剖析了导致服务过程质量问题的因素 ,提出了目前在服务过程质量管理中存在着两大难点 :一个压力点———对“真实瞬间”的管理 ;一个盲点———对顾客行为的管理 ,并就实践中如何加强对这“两点”的管理作了深入的探讨。

This article analyses the factors leading to the quality problem of the service process,and points out that there are two hards nuts in the quality management of the service process now:One is the pressing point——that is the management of “the moments of truth”;the other is the blind spot——that is the management of the customer's action. Furthermore,this article has a through discussion on how to reinforce the management of the above-mentioned two points in practice.