高校服务质量管理体系构建研究——基于TQM视角

Research on quality management system of college services in universities:based on TQM

高校为了自身生存竞争与发展,必须建立并完善其质量管理体系。将全面质量管理与ISO9000两者结合起来,设计了高校质量管理体系的过程模式,即管理职责、资源管理、服务实现、测量分析和改进;提出了高校质量管理体系构建的一般程序:质量管理体系策划和设计、质量体系文件的编制、体系的运行与完善。为高校服务质量管理体系的构建和完善提供了重要思路。

Because of competition, any university should construct and improve its quality management system（QMS）. Combined Total Quality Management （TQM） with ISO9000,this paper devises the process model of QMS in universities, composed of management responsibility, resource management, service implementation, measurement, analysis and improvement. Then it proposes the general procedure of QMS in universities,which includes three steps, to plan and design QMS,to formulate the document of QMS,to operate and perfect the system. It provides an important idea for universities to build and improve their QMS.