组织提升服务质量应注意的若干问题

Several Aspects Need to be Addressed for an Organization to Improve Quality

组织采用怎样的质量提升模式,才能从追求经济、社会、环境与资源综合指标满意的复杂系统的全局出发,快速提高整体服务质量、增强组织在国际市场上的核心竞争力、提高顾客满意度及忠诚度?文章着重探讨了服务组织要想获得持久的竞争优势,在质量决策中容易忽视但又必须着重考虑的几个问题。

Which kind of quality control model should be adopted by an organization so as to improve its overall service quality rapidly, strengthen its core competitiveness and enhance customer satisfaction and loyalty while achieving sustainable development with economy, society, resources and environment all in harmony？ Organizations engaging in service industry need to pay special attention to some problems if they intend to gain sustainable competitiveness. This thesis mainly focuses on those problems which claim our attention but may be easily neglected in the process.