【文章內(nèi)容簡介】 istics,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。一些企業(yè)已經(jīng)意識到這些因素的重要性。考慮到服務(wù)業(yè)由一些特殊情況的事實(shí)，不同的因素扮演著不同的角色，并且涉及到許多方面 (如技能，價值觀，工具，技術(shù)手段和其他需求 )，制造業(yè)與服務(wù)業(yè)都有差別。表 2 比較制造業(yè)和服務(wù)業(yè)組織的關(guān)于不同質(zhì)量管理的重要性和相關(guān)性。 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 strategic quality planning abilities and enables the anization to surmount customers39。needs,expectations and desires,consequently resulting in improve business performance Service process management essentially involves the procedures,systems and technology that are required to streamline the service delivery so that customers can receive the service without any hassles, delineates the nonhuman element of service delivery,as opposed to human element which is captured in the dimension39。service culture39。 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。s own product character istics,process。 While in manufacturing,standard such as product characteristic,process,cost,strategy, used as benchmarks,it is all the more difficult to benchmark of the very puzzling nature of services and the consequent anizational contingencies that it warrants for its design,production,delivery and consumptions,anizations need to focus on benchmarking not only hard data,but also certain behavioral features such as customer satisfaction and employee satisfaction,apart from paring the services and processes through which they are delivered. improvement The quest for quality improvement is not aspecific destination but acontinuous journey that throws up more and more opportunities for should be viewed as an ongoing process in the sense once targets are met,new ones must be set,aiming for even higher levels of service is arace which has no finish line but has the sole objective of striving for continuous improvement,an dlooking for breakthroughs with revolutionary order of magnitude changes that will result in the transmogrification of the anization into aworldclass one focus Customer focus is the ultimate goal of any TQS program because anizations can outscore their petitors by effectively addressing customers39。needs and demands and anticipating and responding and responding to their evolving interests and on customer needs and wants enables anizations to have abetter market orientation than ever before by providing apetitive edge over their rivals,thereby resulting in enhanced business service anizations,as customer expectations are highly dynamic and plex in nature,focusing only on customerdefined areas so as to satisfy the customers will not yield fruit in today39。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