The aim of this study is to combine the designed structure of ISO 9001:2000 QMS and the analysis flow of PZB Gap Model.Related requirements of ISO 9001:2000 QMS were'build-in'into the five gaps of the PZB Gap ...The aim of this study is to combine the designed structure of ISO 9001:2000 QMS and the analysis flow of PZB Gap Model.Related requirements of ISO 9001:2000 QMS were'build-in'into the five gaps of the PZB Gap Model,during 3 phases,for the achievement of service quality.In phase 1,to identify Gaps by using PZB Gap Model as an analysis tool;In phase 2,we fill Gaps by applying ISO 9001:2000 clauses requirements;In phase 3,action are taken to close or narrow Gaps by developing SOP which can be followed by employees in accordance with ISO requirements suggested in phase 2.The integrated model and 3-phase transformation could be utilized as an effective and efficient tool to achieve customer satisfaction objective.It can not only to help both the manufacturing and service industries to satisfy or exceed the ultimate customer needs,but also to improve the processes among enterprises' whole quality management system.To verify our suggested model, we helped a university's Extension Education Training Center in Taiwan to establish its ISO quality management system.A Quality Manual and some ISO procedures were assigned to improve related'Gap'which designed in accordance with our integrated model.From the help of such an ISO and PZB combined philosophy,not only its efficiency improved,the higher trainee satisfaction was also reached.展开更多
近几年来,汽车销售市场竞争日益激烈,汽车经销商获利来源大为改变,车辆维修成为汽车经销商经营管理的重点并取代新车销售成为最主要的利润来源。然而,如何持续改善服务厂服务质量、提升顾客满意、创造竞争优势、防止客户流失并创造持续...近几年来,汽车销售市场竞争日益激烈,汽车经销商获利来源大为改变,车辆维修成为汽车经销商经营管理的重点并取代新车销售成为最主要的利润来源。然而,如何持续改善服务厂服务质量、提升顾客满意、创造竞争优势、防止客户流失并创造持续回厂的利基,将是汽车服务厂最重要的课题。以Parasuraman,Zeithaml and Barry等三位学者所提出之服务质量模式与SERVQUAL量表为基础,采问卷方式进行调查,藉以探讨个案公司服务厂在服务质量模式中之缺口一与缺口五之差异情况;亦即分析探讨服务厂管理者(厂长)与车主对服务质量期望认知之差异情形以及车主进厂前后对服务厂服务质量感受的差异情形与整体满意度评价。最后,根据研究结果与结论对个案公司提出建议,以期在提升与改善服务质量上能有所帮助。展开更多
文摘The aim of this study is to combine the designed structure of ISO 9001:2000 QMS and the analysis flow of PZB Gap Model.Related requirements of ISO 9001:2000 QMS were'build-in'into the five gaps of the PZB Gap Model,during 3 phases,for the achievement of service quality.In phase 1,to identify Gaps by using PZB Gap Model as an analysis tool;In phase 2,we fill Gaps by applying ISO 9001:2000 clauses requirements;In phase 3,action are taken to close or narrow Gaps by developing SOP which can be followed by employees in accordance with ISO requirements suggested in phase 2.The integrated model and 3-phase transformation could be utilized as an effective and efficient tool to achieve customer satisfaction objective.It can not only to help both the manufacturing and service industries to satisfy or exceed the ultimate customer needs,but also to improve the processes among enterprises' whole quality management system.To verify our suggested model, we helped a university's Extension Education Training Center in Taiwan to establish its ISO quality management system.A Quality Manual and some ISO procedures were assigned to improve related'Gap'which designed in accordance with our integrated model.From the help of such an ISO and PZB combined philosophy,not only its efficiency improved,the higher trainee satisfaction was also reached.
文摘近几年来,汽车销售市场竞争日益激烈,汽车经销商获利来源大为改变,车辆维修成为汽车经销商经营管理的重点并取代新车销售成为最主要的利润来源。然而,如何持续改善服务厂服务质量、提升顾客满意、创造竞争优势、防止客户流失并创造持续回厂的利基,将是汽车服务厂最重要的课题。以Parasuraman,Zeithaml and Barry等三位学者所提出之服务质量模式与SERVQUAL量表为基础,采问卷方式进行调查,藉以探讨个案公司服务厂在服务质量模式中之缺口一与缺口五之差异情况;亦即分析探讨服务厂管理者(厂长)与车主对服务质量期望认知之差异情形以及车主进厂前后对服务厂服务质量感受的差异情形与整体满意度评价。最后,根据研究结果与结论对个案公司提出建议,以期在提升与改善服务质量上能有所帮助。
