【正文】 這個(gè)問(wèn)題有更多的意義，特別是一個(gè)服務(wù)行業(yè)，在那里質(zhì)量本身的概念很難確定。如何開(kāi)展 TQM 運(yùn)動(dòng)這個(gè)問(wèn)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(shuō)明，要求，可靠性，耐久性，適和于使用，等等 客戶(hù)滿(mǎn)意和忠誠(chéng)，有利的購(gòu)買(mǎi)意圖，重復(fù)生意，等等，客戶(hù)被視為產(chǎn)生人力資源，領(lǐng)導(dǎo)的替代，和組織顧問(wèn) 員工滿(mǎn)意 員工滿(mǎn)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(wèn)題的方法。s support and cooperation in the drive for customer focus,quality conscious couture and continuous improvement Benchmarking Product characteristics,processes,cost,strategy,etc. Behavioral features such as customer satisfaction,employee satisfaction and service quality apart from the service product and processes through which they are delivered Goals Customer focus Thought customer satisfaction and employee satisfaction are acknowledged as vital elements of TQM,they are not seen as goals of aTQM focus is on product quality,elimination of defects,conformance to specifications,requirements,reliability,durability,fitness for use,etc. Customer delight and loyalty,favorable purchase intentions,repeat business, are treated as productive human resources,substitutes for leadership and as anizational consultants Employee satisfaction Employee satisfaction and mitmentrecognition for small as well as big quality contributio ns and achievements,better behavior,work values,ethics,etc. Continuous improvement Ambience Continuous improvement Continuous improvement 表 2 在制造業(yè)和服務(wù)業(yè)部門(mén)中管理的意義 作用 /特點(diǎn) 制造業(yè) 服務(wù)業(yè) 推動(dòng)力 高層高層管理承諾和愿景領(lǐng)導(dǎo) 高層高層 管理承諾和愿景領(lǐng)導(dǎo) 人力資源管理的組織系統(tǒng) 招聘和選擇 面向工作的技能，團(tuán)隊(duì)精神技術(shù)技能和質(zhì)量?jī)r(jià)值 人際關(guān)系 ,團(tuán)隊(duì)精神和質(zhì)量?jī)r(jià)值 訓(xùn)練和教育 硬學(xué)科：會(huì)計(jì)學(xué)，工程，統(tǒng)計(jì)，等等 軟學(xué)科：通訊技能，人際關(guān)系，團(tuán)隊(duì)精神，雇員行為和顧客服務(wù) 員工授權(quán) 支持基礎(chǔ)設(shè)施，例如被要求的資源和技術(shù)幫助，增加自治權(quán)和責(zé)任；重點(diǎn)在車(chē)間工人 提供能力，在顧客服務(wù)期間的信息，報(bào)酬和未預(yù)見(jiàn)到的行為；重點(diǎn)在用戶(hù)接觸人員 員工參與 質(zhì)量控制圈 ,問(wèn)題攻擊班，質(zhì)量改進(jìn)團(tuán)隊(duì)，建議計(jì)劃，頭腦風(fēng)暴，戈登技術(shù)，等等 質(zhì)量控制圈 ,問(wèn)題攻擊班，質(zhì)量改進(jìn)團(tuán)隊(duì)，建議計(jì)劃，頭腦風(fēng)暴，戈登技術(shù)，等等。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。 of the quality management dimensions in manufacacturing and service settings Function/dimension Manufacturing Service Impetus Top management mitment and visionary leadership Top management mitment and visionary leadership Organizational system HRM recruitment and selection Taskoriented skills,teamwork,technical skills and quality values Interpersonal relations, teamwork and quality values Training and education Hard topics：accounting,engineering,statistics,etc. Soft topics： munication Skills,interpersonal relations,teamwork,employee behavior and customer service Employee empowerment Supporting infrastructure such as required resource and technical assistance,increasing autonomy and responsibility； emphasis on shopfloor workers 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。以客戶(hù)的觀點(diǎn)看，將導(dǎo)致更好的服務(wù) 質(zhì)量。以客戶(hù)為中心看起來(lái)是 TQS 運(yùn)動(dòng)地目標(biāo)，服務(wù)文化是一種組織策略，它激勵(lì)員工建立一種他們地服務(wù)定位。 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(hù)在生理，心理，感情，社會(huì)學(xué) 和認(rèn)識(shí)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(hù)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(gè)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(wú)破綻。全世界正在經(jīng)歷一場(chǎng)變革，質(zhì)量革命，從長(zhǎng)遠(yuǎn)看，它是這個(gè)態(tài)度，那當(dāng)然給企業(yè)以競(jìng)爭(zhēng)優(yōu)勢(shì)，在匆匆瀏覽很多方面后，誰(shuí)適合巨大的榮譽(yù)競(jìng)爭(zhēng)依據(jù)利潤(rùn)，投資收益 (ROI)，市場(chǎng)份額，等等。它必須履行社會(huì)和集體義務(wù)。這可以通過(guò)完成目標(biāo)來(lái)實(shí)現(xiàn)。 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。雇員關(guān)系影響了組織系統(tǒng)并最終決定 TQM 實(shí)施的程度和效果。 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。 員工滿(mǎn)意是一個(gè)多維概念，定義使企業(yè)的員工認(rèn)為他們的需要和需求被企業(yè)提供的滿(mǎn)意程度組織不可以只關(guān)注服務(wù)質(zhì)量，客戶(hù)還要關(guān)注員工滿(mǎn)意。在質(zhì)量革命中競(jìng)爭(zhēng)優(yōu)勢(shì)今年僅僅來(lái)自于使客戶(hù)滿(mǎn)意，客戶(hù)滿(mǎn)意是一個(gè)短期概念，達(dá)到承諾很難說(shuō)。在服務(wù)業(yè)，客戶(hù)企望本質(zhì)上是高度動(dòng)態(tài)和復(fù)雜，僅僅以定義上的客戶(hù)范圍為中心 (特定客戶(hù)需求 )達(dá)到使客戶(hù)滿(mǎn)意，這沒(méi)有效果。 以客戶(hù)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(mǎn)足顧客的需求，期望然后獲得利潤(rùn)。改進(jìn)應(yīng)該被在一定意義上視為一個(gè)進(jìn)行中的過(guò)程，一旦目標(biāo)被達(dá)到，新的必須被確定，致力于服務(wù)效率的更高的水平。因?yàn)榉?wù)業(yè)的特性，可以保證它的設(shè)計(jì)，生產(chǎn)，交貨和消耗，不僅努力用標(biāo)桿測(cè)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(hù)滿(mǎn)意度和雇員滿(mǎn)意 )，處理他們被交付的。 所謂標(biāo)桿超越法，是指通過(guò)不斷尋找和研究有助于本集團(tuán)戰(zhàn)略實(shí)現(xiàn)需要的其他優(yōu)秀集團(tuán) (或企業(yè) )或集團(tuán)內(nèi)部?jī)?yōu)秀企業(yè)的有利實(shí)踐，以此為標(biāo)桿，分析這些標(biāo)桿企業(yè)達(dá)到優(yōu)秀水平的原因或條件，結(jié)合自身實(shí)際加以創(chuàng)造性地學(xué)習(xí)、借鑒并選取改進(jìn)的最優(yōu)策略，從而趕超標(biāo)桿企業(yè)或創(chuàng)造高績(jī)效的不斷循環(huán)提高的過(guò)程。在 TQS 環(huán)境下，人們需要通過(guò)組織水平，功能和定位來(lái)交流并解決問(wèn)題，避免新問(wèn)題和變化。迅速，充足，持續(xù)的數(shù)據(jù)對(duì) TQM 的建立信息并且分析的實(shí)施和實(shí)踐是非常重要的。的人的要素恰恰相反 服務(wù)不像制成品一樣可以存儲(chǔ)，在緊急時(shí)刻使用。 服務(wù)流程管理基本上與程序，系統(tǒng)和技術(shù)有關(guān)，要求精簡(jiǎn)服務(wù)交付，以至用戶(hù)能沒(méi)有任何困 難得到服務(wù)，即它強(qiáng)調(diào)服務(wù)交付的非人的要素，與根植于 39。 技術(shù)系統(tǒng)包括設(shè)計(jì)質(zhì)量管理和流程管理。這里的那些討論點(diǎn)是只要那些雇主把他們的雇員當(dāng)作寶貴的資源，依次把他們的用戶(hù)當(dāng)作有價(jià)值的。愿景領(lǐng)導(dǎo)的基本原理是通過(guò)高遠(yuǎn)的抱負(fù)目標(biāo)來(lái)極大地激勵(lì)企業(yè)的強(qiáng)大的追求拉動(dòng)力，使各級(jí)管理者沿著充滿(mǎn)野心的、似乎是膽大妄為的理想不斷前進(jìn)。point of strong internal culture helps an anization to effect and sustain an anization change that will make the TQS approach more effective 表 的主要特征 主要特征 主要特征的解釋 高層管理承諾是 TQS 有效并成功實(shí)施的先決條件。service to customers39。overall satisfaction with the services and their loyalty to the anization The tangible facets of the service facility, manmade physical environment(such as equipment,machinery,signage and employee appearance