论服务质量管理工作的事前控制

On Prior Control of Service Quality Management

服务作为一种产品,其最大特点是它的生产和交付同时发生,故服务性组织须在服务活动开始之前进行充分策划,强化服务质量的事前控制。对服务质量的事前控制应主要从服务性组织的人员管理、服务标准制定、服务流程设计以及顾客预期服务质量调控四个方面入手,才能保证顾客的满意及服务质量的持续改进。

As a kind of product, service has its most distinctive characteristic in that the production and delivery happen at the same time. Hence service organizations must make careful planning before the service in order to strengthen the prior control of service quality. And to control the service quality, the service organization must start from such aspects as the staff management, the service standard, the service process design and regulation of customers＇ expected service quality so as to guarantee customer satisfaction and continuous improvement.