基于顾客导向的服务型制造企业过程质量研究

Process Quality Research on Customer-oriented Service Manufacturing Company

针对服务型制造的新特征,提出顾客导向的观点;在分析与传统制造在质量管理的区别基础上,运用过程方法,从顾客导向和企业内部价值链的角度分别对服务型制造企业的产品设计、采购、生产、销售及服务改进过程展开质量管理研究,探讨各个过程中质量管理的关注点,为现代服务型制造质量管理体系的研究引入新的思路和观点,也从企业层面进一步完善服务型制造的理论体系。

For the basis of the new feature of service manufacturing, the paper proposes a customer - oriented manufactur- ing idea. Based on the analysis of the quality management differences between service manufacturing and traditional manu- facturing, thepaper improves the process of product design, purchasing, production, sale as well as the service separately for the service manufacturing company from the value chain angle by applying process approach, carries out the quality management research from the customer＇ s participation angle and discusses the focus points of the quality management in each process. As a result it supplies a new idea in carrying out the quality management for the service manufacturing com- pany and further perfects the service manufacturing system at the enterprise level.