【正文】 Providing power,information,rewards and unforeseen behavior during customer service； emphasis on customer contact personnel Employment involvement Quality control circles,problem hit squads,quality improvement teams,suggestion schemes,brainstorming,Gordon technique,etc. Quality control circles,problem hit squads,quality improvement teams,suggestion schemes,brainstorming,Gordon technique,etc.； greater emphasis on employee involvement in service anizations as they run the service operation,market the services and are equated with the service by the customers Technical system Design quality management Quality function deployment,house of quality,Taguchi39。如何開展 TQM 運(yùn)動(dòng)這個(gè)問題仍處在不確定的情況下。焦點(diǎn)關(guān)于產(chǎn)品質(zhì)量，缺陷的消除，對(duì)說明，要求，可靠性，耐久性，適和于使用，等等 客戶滿意和忠誠(chéng)，有利的購(gòu)買意圖，重復(fù)生意，等等，客戶被視為產(chǎn)生人力資源，領(lǐng)導(dǎo)的替代，和組織顧問 員工滿意 員工滿意和承諾 識(shí)別質(zhì)量貢獻(xiàn)和成就，更好的行為，工作價(jià)值，倫理學(xué)，等等 環(huán)境 持續(xù)改進(jìn) 持續(xù)改進(jìn) Summary As firms aspire to spread their wings in the global market,TQM promises to provide apotential solution to many of their businessrelated many corporations throughout the globe have already set out on this neverending odyssey and many others have started exploring what is required in order to embark on aTQM journey,the question of how to start aTQM program is still shrouded in decisionmakers bee more involved in implementing TQM,questions are raised about which management practices should be scenario gains even more significance,especially in aservice business where the very concept of quality itself is difficult to define. 總結(jié)： 當(dāng)公司在全球市場(chǎng)雄心勃勃大展拳腳時(shí)， TQM 將提供一個(gè)潛在的解決他們的大多數(shù)有關(guān)生意的問題的方法。以客戶的觀點(diǎn)看，將導(dǎo)致更好的服務(wù) 質(zhì)量。它必須履行社會(huì)和集體義務(wù)。 9 工會(huì)干涉 在發(fā)達(dá)和發(fā)展中國(guó)家 ，服務(wù)業(yè)的勞工管理在使用中，勞資關(guān)系 (如果不更多 )盡可能的起到?jīng)Q定作用，像制造業(yè)一樣。 以客戶為中心是 TQS 的最終目標(biāo)，因?yàn)槠髽I(yè)戰(zhàn)勝競(jìng)爭(zhēng)對(duì)手依靠有效地滿足顧客的需求，期望然后獲得利潤(rùn)。在 TQS 環(huán)境下，人們需要通過組織水平，功能和定位來交流并解決問題，避免新問題和變化。 技術(shù)系統(tǒng)包括設(shè)計(jì)質(zhì)量管理和流程管理。service to customers39。 and analysis system Services,unlike manufactured goods,cannot be inventoried and used in times of emergenc yor ,during rush or peak periods,unless anizations keep themselves prepared for any such eventualities,they may not be able to provide quality service to can lonely be achieved by equipping the employees with information regarding the process and the ,sufficent and pertinentdate that are critacal to the implementation and practice of TQM constitute information and aTQS ambience people need to municate across anizational levels,functions and locations to work out current problems,eschew new ones and implement for proactive prevention rather than reactive correction are employed to monitor quality in order to sustain atrue customer focus Benchmarking is aparison aparison standard that consists of analyzing the best products/services and processes of the best anization of the best anizations in the world and then analyzing and using that information to improve one39。最后 ,那些服 務(wù)組織的獨(dú)特因素 (即服務(wù)范圍 人造的實(shí)際環(huán)境 服務(wù)文化 ). Table 1briefly explains the 12 critical factors of works have underlined the importance of these the fact that services have certain unique characteristics,the different roles that each of these dimensions play and the various aspects that they bring into the picture(like skills,values,tools,techniques and other requirements)vary from manufacturing to service 2pares and contrasts the significance and relevance of the various quality management dimensions in manufacturing and service anizations. 表一詳細(xì)的解釋了 TQS 的 12 因素。服務(wù)范圍 技術(shù)的系統(tǒng) Union intervention； Top management mitment and visionary leadership； 服務(wù)文化的概念 The effect of the39。 Concerning the literature on TQS,various aspects of TQM in service anizations have also been independently subjected to extensive research,. The effect of TQM age on operational results,etc. 研究問題 很明顯 TQM 的研究通相當(dāng)廣泛和全面，包含 TQM 的所有方面，如下： The research problem It is evident that the research literature on manufacturing TQM is quite extensive and Exhaustive,Covering all the aspects of TQM,viz； The management of service anizations and marketing of services has been aCinderella among the anizational behavior and marketing literature in the past,in contrast to the management of manufacturing anizations and marketing of with the blossoming of the service sector in almost every economy,quality imperatives are no longer the sole concern and province of late,service providers are facing the same ground realities that confronted their manufacturing counterparts in the past. The subject of quality management in manufacturing industry has been amatter of great interest and concern for business and academia works have thoroughly investigated the various dimensions,techniques and anizational requirements for effective implementation of dimensions include top management mitment and leadership,quality policy,t raining,product/service design,supplier quality management,process management,quality data and reporting,employee relations,workforce management,customer focus,customer involvement,benchmarking,SPC,employee empowerment,employee involvement,corporate quality culture and strategic quality dimensions are,in essence,tools of the intellect that were fet in the administrative theory,tempered in manufacturing quality management and therefore are naturally expected to be honed to cutting sharpness in service quality reasoning here is that although from alogical point of view most of the dimensions of manufacturing quality management should naturally apply to services,the transferability of manufacturing quality management dimensions to services calls for some serious soulsearching as services differ from the manufacture of goods in anumber of different ways： service intangibility,simultaneity of production,delivery and consumption,perishability,variability of expectations of the customers and the participatory role of customers in the service delivery. 制造業(yè)的質(zhì)量管理引起了商界和學(xué)術(shù)界廣