基于过程能力分析的服务质量管理研究

Research on Service Quality Management Based on Process Capability Analysis

过程能力指数是衡量一个工业过程能力是否合格的关键要素,也是统计过程控制中的重要工具。文章发现,将过程能力指数应用在服务质量管理上,也不失为是一种很好的控制方法。文章首先综述了过程能力指数的研究现状,然后介绍了过程能力指数的基本形式,最后以某通讯营业厅为例,通过案例分析如何将过程能力指数应用在服务质量管理上,进而提升服务质量。

The process capability index is a key factor to measure the qualification of an industrial process, and also an important tool in statistical process control. We find that the application of Process capability index in service quality management is a good control method. This paper first summarizes the research status of service quality management, then introduces the basic form of process capability index, and finally takes a certain communication business hall as an example, through case analysis how to apply Process capability index to service quality management, and then to improve the quality of service.