基于全面质量管理(TQM)视角的机电安装工程项目服务质量研究

Research on service quality of mechanical and electrical installation project from the perspective of total quality management

“高质量发展”成为“新基建建设”的主旋律,与建筑业和制造业息息相关的机电安装工程即将迎来新的发展契机和挑战,亟需建立机电工程项目服务质量评价体系来规范行业标准。文章基于全面质量管理理论和SERVQUAL模型,从计划、实施、检查、总结处理4个阶段梳理建立机电安装工程项目服务质量评价指标体系,并提出4点提升机电安装工程项目全流程服务质量的对策,分别为统领设计全面质量管理系统、建设智能化项目管理系统、构建多元化考核评价体系和完善售后服务管理体系。

“High quality development”had become the main theme of new infrastructure construction.Mechanical and electrical installation projects closely related to the construction and manufacturing industries are about to face new development opportunities and challenges.It is urgent to establish a service quality evaluation system for mechanical and electrical engineering projects to standardize industry standards.Thesis paper is based on the theory of Total Quality Management and the SERVQUAL model,and establishes an evaluation index system for the service quality of mechanical and electrical installation engineering projects from four stages:planning,implementation,inspection,and summary.Four strategies are proposed to improve the service quality of the entire process of mechanical and electrical installation engineering projects,including leading the design of a total quality management system,constructing an intelligent project management system,and build a diversified assessment and evaluation system and improve the after-sales service management system.