树立以顾客为中心的企业质量观

Establishing the Customer -Oriented Enterprise Quality Concept

本文在探讨质量观内涵的基础上分析了质量观的基础是价值观,并论述了顾客满意质量观的基本思想,提出了新世纪企业应树立起顾客满意质量观。随后,文章通过研究员工质量观的提升问题和顾客质量观的引导问题,进而分析员工质量观与顾客质量观之间的相互促进关系,从而阐述了顾客满意质量观的实现途径。

Based on the discussion of the implications of quality concept, this paper suggests that the base of quality concept be value concept and elaborates on the basic ideas of the quality concept of customer satisfaction, which is supposed to be established in the enterprises of new century. Furthermore, this paper explores the two issues of advancing the quality concept of employees and of influencing that of customers, and explains the way of realizing he quality concept of customer satisfaction by analyzing how the quality concept of employees that of customers interact.