服务企业的质量管理——一种整合性的认识

Quality Management in Service Enterprise

服务质量管理主要是指服务企业的质量管理 ,同时也包括工业企业的售后服务质量管理等内容。本文针对服务企业的质量管理这一新课题 ,从分析服务质量的定义入手 ,介绍了服务质量的差距模型 ,识别错误点及错误根源的方法 ;介绍了服务质量成本与质量收益这一评估质量改进的新工具 ;提出了解决服务质量差距的相应方法。

Service Quality Management mainly refer to quality management in servi ce enterprise, including after-sell quality management of manufacturing enterpri se. Aiming at service quality management of service enterprise, this paper start s with the definition of service quality management, introduces the service qual ity gap model and ways of identifying errors and error-controlling, recommends n ew tools in service quality management such as cost on quality(COQ),return on qu ality(ROQ).In the end, brings forword relative approaches on improving service q uality.