中国质量奖服务业获奖组织质量管理模式分析  

Analysis of the Management Mode of Organization Winners of China Quality Award from the Service Industry

作　　者：刘继云 LIU Ji-yun(School of Economics and Management,Dongguan Institute of Technology)

机构地区：[1]东莞理工学院经济与管理学院

出　　处：《中国标准化》2022年第23期214-218,共5页China Standardization

基　　金：国家社科基金艺术学项目“粤港澳大湾区时尚文化产业协同发展研究”(项目编号:19BH141)研究成果。

摘　　要：服务的特殊性和顾客评价标准的多维性导致服务业组织必须深刻洞见所提供的服务本质,中国质量奖服务业获奖组织在各自领域经过多年探索,形成了兼具共性和个性的质量管理模式,呈现出以顾客为中心的服务理念、强调服务的精细化管理、利用信息化提高服务智能化水平、注重服务的标准化等特点,为新时代服务业提升质量管理水平提供了典型案例。Organizations of the service industry must fully understand the nature of services,due to the particularity of services and the multidimensional nature of the customer evaluation standards.Organization winners of China Quality Award from the service industry have established the quality management model with both commonness and individuality through years of exploration.The mode shows the characteristics of customer-centered service concept,emphasizes the fine management of services,uses information technology to improve the intelligent level of services,and attaches great importance to standardized services,providing typical cases for the service industry to improve the quality management level in the new era.

关 键 词：质量管理模式 服务业 中国质量奖 

分 类 号：F203[经济管理—国民经济]