【正文】 TQM 的主要元素 (例如組織干涉和社會責(zé)任 ) 社會責(zé)任 人力資源管理 Employee satisfaction； 財務(wù)的服務(wù)質(zhì)量創(chuàng)造力的結(jié)果； The critical dimensions of TQS The present work,based on the thorough review of the prescriptive,conceptual； practitioner and empirical literature on TQM and TQS spanning over 100 articles, dimensions of quality management as critical for the institution of aTQM environment in service dimensions the have been identified are as follows： 顧客對服務(wù)質(zhì)量的感覺 The influence of operational,anizational and human resources factors on service quality； TQM 對操作的影響效果及其它。 The demarcation between TQM and nonTQM firms 現(xiàn)在的研究嘗試藉由比較而且對比制造業(yè)和服務(wù)業(yè)的質(zhì)量管理的不同方面的關(guān)鍵程度發(fā)展一個 TQS 的概念模型。最近，服務(wù)業(yè)正在經(jīng)歷他們的制造業(yè)同行所經(jīng)歷的挫折。 Crosby(1979),四項原則 ,Deming(1986)，戴明管理十四條， Feigenbaum(1993)，全面質(zhì)量控制，Ishikawa(1985),質(zhì)量控制圈， Juran(1988),質(zhì)量三部曲和 Taguchi(1986)，損失功能函數(shù) ,已經(jīng)成為 TQM 的有效實(shí)施的技術(shù)和組織需求。今天，顧客正在要求產(chǎn)品，服務(wù)和質(zhì)量。公司的主管一直加班加點(diǎn)的努力工作，為獲得商業(yè)成就奮力尋求擊敗競爭對手的方法。它注重理論和方法的共同運(yùn)用，尤其是高層管理承諾、連續(xù)改進(jìn)、以客戶 為中心長遠(yuǎn)戰(zhàn)略、員工參與和團(tuán)隊合作，員工授權(quán)、流程管理、競爭標(biāo)桿超越 ,等等。因為這些因素，管理理論的大部份的技術(shù)和策略，而且自然地是質(zhì)量管理 ,在生產(chǎn)線的問題最有發(fā)言權(quán)。相反，盡管上述的由各種理論家和實(shí)踐者從質(zhì)量革命以來所倡導(dǎo)的大部分理論和相關(guān)技術(shù)和策略似乎可以提供據(jù)解決制造領(lǐng)域 (質(zhì)量 )問題的靈丹妙藥，但它們并不能作為服務(wù)質(zhì)量改善的完全標(biāo)準(zhǔn)。 The influence of contextual factors on TQM； 背景因素對 TQM 的影響 service culture39。 Service switching,service encounters,critical incidents and recovery； 顧客滿意，忠誠和購買意圖 Benchmarking； 為服務(wù)組織的 TQM 環(huán)境的制度如質(zhì)量管理的 12 個特點(diǎn)。以客戶為中心 Finally,those factors that are unique to service anizations(namely,Servicescapesthe manmade physical environmentand service culture). 這些特點(diǎn)可以歸納成如下三個類別： Table critical dimensions of TQS dimensions Explanation of the critical dimensions management mitment and visionary leadership Top management mitment is aprerequisite for effective and successful TQS different researcher proclaim various theories on the anizational requirements for any quality improvement effort should e from the leadership is the art of leading and espousing amental,strategic and spiritual change in the anization,propagating the vision throughout the anization,devising and developing aplan of action and finally stimulating the entire anization towards the acplishment of the vision. resource management This refers to the number of anizational behavior issues(ranging from selection and recruitment,training and education,employee empowerment to employee involvement)that form the cornerstone upon which the corporate strategy is moot point here is that only if the emp loyers treat their employees as precious would the employees,in turn,treat their customers as fore,it is indispensable for service anizations to look upon HRM as asource of petitive advantage system The technical system includes design quality management and process management sound and reliable service design echoes an anization39。s world of intense petition,satisfying customers may not be petitive advantage in aquality revolution es only from customer satisfaction is ashor tterm concept which may or may not lea to mitment. satisfaction Employee satisfaction is amultidimensional concept,which is defined as the degree to which employees of an anization believe that their needs and wants are continuously satisfied by the anization must not only have afocus on service quality/customers,but also concentrate on employee satisfaction,as research has shown much evidence of strong relationships between employee perceptions of employee wellbeing and customer perceptions of service quality and satisfaction Dimensions Explanation of the critical dimensions intervention With amajor chunk of the workforce in both developed and developing nations working in service anizations,industrial relations issues are as crucial(if not more)as they are in manufacturing TQM is an anizationwide approach,its success is greatly influenced by its employee employee relations issues affect the aniz ational system and consequently determine the nature and extent of TQM ,with the technological growth(in terms of puterization,working,etc.)gripping the service sector,and the known aversions and apprehensions of the unions towards such advancements,it could be concluded that union attitudes play acritical role in any quality improvement effort responsibility The concept of corporate citizenship should e to the fore if an anization has to be successful and progress towards achieving business can be achieved by fulfilling its the same time,an anization must also grow and have agood image, should meet its social and munity he end of the day,it is not just the profit or revenue that counts for an anization,but an indomitable belief in corporate responsibility to its society bees the entire world undergoing an upheavala quality revolution– it is this attitude that will certa inly give an anization apetitive edge in the long run over many others who vie for greater honors in terms of profits,return on investments(ROI),market share, ignoring the but none the less powerful dimension sends strong signals towards improving the anization39。愿景領(lǐng)導(dǎo)的基本原理是通過高遠(yuǎn)的抱負(fù)目標(biāo)來極大地激勵企業(yè)的強(qiáng)大的追求拉動力，使各級管理者沿著充滿野心的、似乎是膽大妄為的理想不斷前進(jìn)。的人的要素恰恰相反 服務(wù)不像制成品一樣可以存儲，在緊急時刻使用。因為服務(wù)業(yè)的特性，可以保證它的設(shè)計，生產(chǎn)，交貨和消耗，不僅努力用標(biāo)桿測試數(shù)據(jù)，還比較服務(wù)外，但是某些行為的特征 (例如客戶滿意度和雇員滿意 )，處理他們被交付的。在質(zhì)量革命中競爭優(yōu)勢今年僅僅來自于使客戶滿意，客戶滿意是一個短期概念，達(dá)到承諾很難說。 如果企業(yè)想獲得成功的商業(yè)成就，公司義務(wù)便顯得尤為重要。 服務(wù)設(shè)施的有形的方面，即人造物質(zhì)的環(huán)境 (例如設(shè)備，機(jī)器，標(biāo)記和雇員出現(xiàn) 服務(wù)范圍 )，強(qiáng)烈影響雇員和用戶在生理，心理，感情，社會學(xué) 和認(rèn)識方面，尤其核心服務(wù)人造特別變得更難以捉摸 . 在服務(wù)業(yè)組織中區(qū)分用戶和雇員的邊界是脆弱和能接受的正一位如此，他們之間的物理和心理是如此強(qiáng)烈接近，僅有促使整個組織處在服務(wù)質(zhì)量的督促轄，公司文化才能在服務(wù)交貨內(nèi)建立地毫無破綻。s influence in recruitment,selection and career development programs,and the extent of automation Role played by the Union in establishing the policies,strategies and procedures of the anization； Union39。這個問題有更多的意義，特別是一個服務(wù)行業(yè)，在那里質(zhì)量本身的概念很難確定。s support and cooperation in the drive for customer focus,quality conscious couture and continuous improvement Benchmarking Product character