摘要
在分析服务质量管理和产品生命周期管理理论的基础上,提出了面向产品全生命周期的服务质量管理的观点,并分析了产品全生命周期服务质量差距模型和持续改进过程,最后阐述了提高产品全生命周期服务质量的途径。
Based on the analysis of service quality management and product life-cycle management, a thought of service quality management in product life-cycle is proposed. Moreover, the gap model of service quality in product life-cycle and the process of its continuous improvement are also analyzed. Finally, the approach of improving the service quality in product life-cycle is expatiated.
出处
《机械》
2010年第B06期54-56,58,共4页
Machinery
关键词
产品生命周期
服务质量
差距模型
持续改进
product life-cycle
service quality
gap model
continuous improvement
