顾客导向——质量管理的灵魂

Customer Focus--the core of quality management

文中简述了八项质量管理原则产生的背景,分析了顾客与企业之间的关系,概括了以顾客为关注焦点在ISO 9001:2000中的体现点,从强化顾客意识、识别顾客需要、满足顾客需要以及评价顾客满意度等方面探讨了企业如何在质量管理工作中落实以顾客为关注焦点这一原则。

This paper analyzes the background of eight principles of quality management, develops the relation between customer and company,summarizes the clauses which reflect the principle of Customer Focus,and studies how to implement Customer Focus Principle in company from four sides of enhancing customer consciousness, identifying customer's need,satisfying customer's need,and evaluating customer satisfaction.