博物馆质量管理体系构建中的“顾客”识别——以故宫博物院为例

Identification of “Customer” in Construction of Museum Quality Management System——Take the Palace Museum for Example

本文基于故宫博物院质量管理体系建设试点工作开展情况,梳理我国博物馆质量管理体系建设开展情况,结合GB/T 19001-2016/ISO 9001:2015《质量管理体系要求》、GB/T 19000-2016《质量管理体系基础和术语》及GB/T28227.1-2011《文化服务质量管理体系实施指南第1部分:总则》,提出故宫博物院在质量体系构建中的“顾客”模型,并阐述“顾客”与文化遗产的关系。

Based on the work of the pilot construction of the quality management system in the Palace Museum, this paper sorts out the construction and development of the quality management system of museums in China. Integrating GB/T 19001-2016/ISO 9001:2015, Quality management systems—Requirements, GB/T 19000-2016, Quality management systems—Fundamentals and vocabulary, and GB/T 28227.1-2011, Guidelines for the implementation of quality management system of cultural service—Part 1: General, the paper puts forward the “customer” model during the process of building quality system, and elaborates the relationship between “customer” and cultural heritage.