【正文】 服務(wù)性行業(yè)提供的服務(wù)，如交通運輸、郵電、商業(yè)、金融保險、飲食、賓館、醫(yī)療衛(wèi)生、文化娛樂、倉儲、咨詢、法律等組織提供的服務(wù)。由于服務(wù)含義的延伸，有時也包括工業(yè)產(chǎn)品的售前、售中和售后服務(wù)，以及企業(yè)內(nèi)部上道工序?qū)ο碌拦ば虻姆?wù)。 反映服務(wù)質(zhì)量要求的質(zhì)量特性主要有功能性、經(jīng)濟性、安全性、時間性、舒適性和文明性。 服務(wù)質(zhì)量 2020/7/6 過程質(zhì)量 過程 是指 “ 將輸入轉(zhuǎn)化為輸出的一組彼此相關(guān)的資源和活動 ” 。其中資源可包括人員、資金、設(shè)施、設(shè)備、技術(shù)和方法。 過程質(zhì)量 ，是指過程滿足明確和隱含需要的能力的特性之總和。 過程質(zhì)量 ，可分為 開發(fā)設(shè)計過程質(zhì)量 、 制造過程質(zhì)量 、 使用過程質(zhì)量 與 服務(wù)過程質(zhì)量 四個子過程的質(zhì)量。 過程質(zhì)量 2020/7/6 工作質(zhì)量 工作質(zhì)量 ，是指與質(zhì)量有關(guān)的各項工作對產(chǎn)品質(zhì)量、服務(wù)質(zhì)量、過程質(zhì)量的保證程度。 工作質(zhì)量 2020/7/6 質(zhì)量內(nèi)涵 質(zhì)量的本質(zhì)： 質(zhì)量的本質(zhì)是用戶對一種產(chǎn)品或服務(wù)的某些方面所做出的評價。因此 ,也是用戶通過把這些方面同他們感受到的產(chǎn)品所具有的品質(zhì)聯(lián)系起來以后所得出的結(jié)論。事實上 ,顯而易見 ,在用戶的眼里，質(zhì)量不是一件產(chǎn)品或一項服務(wù)的某一方面的附屬物 ,而是產(chǎn)品或服務(wù)各個方面的綜合表現(xiàn)特征。 2020/7/6 質(zhì)量內(nèi)涵 質(zhì)量的本質(zhì)： 一般說來 ,質(zhì)量內(nèi)涵包括 : 性能 — 產(chǎn)品或服務(wù)的主要特性。 美學性 — 外觀、感覺、嗅覺和味覺。 特殊性能 — 額外特性。 一致性 — 一件產(chǎn)品或一項服務(wù)滿足顧客要求的程度。 安全性 — 危險、傷害或有害性。 可靠性 — 產(chǎn)品所具備性能的穩(wěn)定性。 壽命 — 產(chǎn)品或服務(wù)正常發(fā)揮功能的持續(xù)時間。 會意質(zhì)量 — 對產(chǎn)品質(zhì)量的間接評價 (例如 ,聲譽 )。 售后服務(wù) — 顧客抱怨的解決并核實顧客已經(jīng)滿意 。 2020/7/6 質(zhì)量內(nèi)涵 質(zhì)量的內(nèi)涵：舉例 內(nèi)涵 產(chǎn)品（手表） 服務(wù) 如手表的計時準確、防水、防磁、防震。 手表的造型、色彩等。 高科技 手表的雙時區(qū)顯示。 結(jié)構(gòu)、材料上的不安全因素。 故障率 工作年數(shù) 極品 處理顧客抱怨或提供必要的資料 2020/7/6 質(zhì)量概念的革命 fitness to latent requirement fitness of cost fitness to use fitness to standard 1950s 1960s 1970s 1980s ? mass production ? consumer revolution ? oil crisis ? petition from newly industrialized countries. ? Means high quality and low cost. ? Means to assure satisfaction of market needs. ? evaluates whether a product built as described in the manual passes the standard. ? means meeting customer needs before customers are aware of those needs. 2020/7/6 質(zhì)量概念的不足 fitness to latent requirement fitness of cost fitness to use fitness to standard 1. The first is the notion that quality can be achieved through inspection. 2. Its neglect of market needs. 1. Be achieved by inspection. Conflict between inspectors and workers arises. 2. Usebased petitive advantage is tenuous. 1. Competitors can create similarly reliable and inexpensive products. 1. Arising from the variable speed and appropriateness of improvement and change. 2020/7/6 Example of all four levels of the quality concept ? If a watch is put together with parts missing, it does not fit the standard. It must be thrown away or reworked. ? Watches must keep time to be fit for use. Highquality(accurate) chronometers of the 18th and 19th centuries were made of expensive ponents and were rigorously tested. Their cost was high, but they met the second quality standard. The classic mechanical Swiss watch of the 20th century continues this tradition. ? Watches with electronics are both cheap and accurate, meeting the standard of fitness of cost. Many panies in many countries make such watches. Now watches can be had for under $10 that are more accurate than the finest mechanical watches of the preelectronic era, but petition is brutal. ? Fashion and individuality were introduced into the lowend watch market by Swatch, a Swiss pany. Meeting these latent requirements allowed the pany to charge