【正文】 。 (參閱 ) (參閱 , ) 88 169。The McGrawHill Companies, Inc., 2023 ISO 9001： 2023 與 ISO 9001： 1994之對照表 參考 ISO 9001:2023內(nèi)容主要改變 。 (參閱 , ) 、系統(tǒng)、量儀 。 (參閱 ) (參閱 , ) 、客戶與法規(guī)要求、流程要求界定品質(zhì)管理系統(tǒng)的範圍。 (參閱 , , ) 。 (參閱 , ) 89 169。The McGrawHill Companies, Inc., 2023 Three Forms of ISO Certification 1. First party: A firm audits itself against ISO 9000 standards 2. Second party: A customer audits its supplier 3. Third party: A qualified national or international standards or certifying agency serves as auditor 90 169。The McGrawHill Companies, Inc., 2023 External Benchmarking Steps 1. Identify those processes needing improvement 2. Identify a firm that is the world leader in performing the process 3. Contact the managers of that pany and make a personal visit to interview managers and workers 4. Analyze data 91 169。The McGrawHill Companies, Inc., 2023 ? Service quality is more difficult to measure than for goods ? Service quality perceptions depend on – Expectations versus reality – Process and oute ? Types of service quality – Normal: Routine service delivery – Exceptional: How problems are handled Services industries 92 169。The McGrawHill Companies, Inc., 2023 Goods versus Services ? Can be resold ? Can be inventoried ? Some aspects of quality measurable ? Selling is distinct from production ? Reselling unusual ? Difficult to inventory ? Quality difficult to measure ? Selling is part of service Good Service 93 169。The McGrawHill Companies, Inc., 2023 Goods versus Services continued ? Product is transportable ? Site of facility important for cost ? Often easy to automate ? Revenue generated primarily from tangible product ? Provider, not product is transportable ? Site of facility important for customer contact ? Often difficult to automate ? Revenue generated primarily from intangible service. Good Service 94 169。The McGrawHill Companies, Inc., 2023 Under standing Tangibles Reliability Communication Credibility Security Responsiveness Competence Courtesy Access 169。 1995 Corel Corp. Service Quality Attributes 95 169。The McGrawHill Companies, Inc., 2023 Service Quality Measurement:Servqual ? A perceived service quality questionnaire survey methodology ? Examines “Dimensions of Service Quality” including: Reliability, Responsiveness, Assurance, Empathy, and Tangibles (., appearance of physical facilities, equipment, etc.) 96 169。The McGrawHill Companies, Inc., 2023 服務(wù)品質(zhì)的構(gòu)面 (PZB。 Parasuram, Zeithaml, Berry ) ? 可靠性：代表可靠地與正確地執(zhí)行已承諾的服務(wù)之能力。 ? 回應(yīng)性：代表協(xié)助顧客與提供立即服務(wù)之意願。讓顧客等待會造成不必要之負面認知；當服務(wù)失敗發(fā)生時，秉持著專業(yè)精神迅速地恢復服務(wù)則可造成非常正面的品質(zhì)認知。 ? 確實性：代表員工的知識、禮貌，以及傳達信任與信心的能力。 ? 關(guān)懷性：代表提供顧客個人化關(guān)心之能力。此構(gòu)面之特徵包括：平易近人、敏感度高、以及盡力地瞭解顧客的需要。 ? 有形性：代表實際的設(shè)施、設(shè)備、員工、以及外在溝通資料。 97 169。The McGrawHill Companies, Inc., 2023 服務(wù)品質(zhì)的缺口 ? 缺口一： 是顧客的期望與管理者對這些期望的認知二者間的差距。缺口一的發(fā)生是由於管理者不能完全地瞭解顧客期望的產(chǎn)生。要消弭這項缺口的策略性方法包括：改進市場研究、管理者與第一線的員工之間培養(yǎng)更佳的溝通方式、減少與顧客疏遠的管理階層數(shù)量。 ? 缺口二： 是由於管理者沒有能力制訂服務(wù)品質(zhì)的目標水準，以符合對顧客期望的認知，並將其轉(zhuǎn)變成可實行的計畫書。此缺口的發(fā)生是由於管理者對於服務(wù)品質(zhì)缺乏承諾，或是覺得要符合顧客期望是不可能的。設(shè)定目標與將服務(wù)提供過程標準化可以消弭此缺口。 ? 缺口三 ：是指服務(wù)績效的缺口，是由於真正的服務(wù)提供無法達到管理者所設(shè)定的計畫，因而產(chǎn)生績效上的差距。缺乏團隊合作、不良的員工招募、不足的訓練及不適當?shù)墓ぷ髟O(shè)計等均是造成此缺口的原因。 ? 缺口四： 由於誇大的承諾與第一線員工缺乏資訊，因而導致服務(wù)提供與外部誇大的傳播之間差距。 ? 缺口五： 品質(zhì)缺口。即顧客的期望與實際認知的服務(wù)間的差距，此差距受到上述四個缺口的大小與方向所影響，可以藉由降低服務(wù)機構(gòu)在管理部門所發(fā)現(xiàn)的前四項缺口來消弭。 98 169。The McGrawHill Companies, Inc., 2023 Service Quality Measurement: Servqual (Continued) ? New version of this methodology is called “eService Quality” dealing service on the Inter ? Dimensions of Service Quality on the eService methodology include: Reliability, Responsiveness, Access, Flexibility, Ease of Navigation, Efficiency, Assurance/Trust, Security/Privacy, Price Knowledge, Site Aesthetics, and Customization/Personalization 99 169。The McGrawHill Companies, Inc., 2023 ? Involves examining items to see if an item is good or defective ? Detect a defective product – Does not correct deficiencies in process or product ? Issues – When to inspect – Where in process to inspect Inspection 100 169。The McGrawHill Companies, Inc., 2023 When and Where to Inspect ? At the supplier’s plant while the supplier is producing ? At your facility upon receipt of goods from the supplier ? Before costly or irreversible processes ? During the stepbystep production processes ? When production or service is plete ? Before delivery from your facility ? At the point of customer contact 101 169。The McGrawHill Companies, Inc., 2023 Inspection Points in Services Bank Teller stations Loan accounts Checking accounts Shortages, courtesy, speed, accuracy Collateral, proper credit checks, rates, terms of loans, default rates, loan rates Accuracy, speed of entry, rate of overdraws Organization Some Points of Inspection Issues to Consider 102 169。The McGrawHill Companies, Inc., 2023 Inspection Points in Services Retail store Stockrooms Display areas Sales counters Clean, uncluttered, anized, level of stockouts, amply supply, rotation of goods Attractive, wellanized, stocked, visible goods, good lighting Neat, courteous knowledgeable personnel。 waiting time。 accuracy in credit checking and sales entry Organization Some Points of Inspection Issues to Consider 103 169。The McGrawHill Companies, Inc., 2023 Inspection Points in Services Restaurant Kitchen Cashier station Dining areas Clean, proper storage, unadulterated food, health regulations observed, wellanized Speed, accuracy, appearance Clean, fortable, regular monitoring by personnel, Organization Some Points of Inspection Issues to Consider 104 169。The McGrawHill Companies,