QKK模式在智慧家庭服务品质提升中的应用  

Application of QKK Model in Improving the Quality of Smart Home Services

作　　者：金矾 赵杨 白翠琴 JIN Fan;ZHAO Yang;BAI Cuiqin(China Mobile(Hangzhou)Information Technology Co.,Ltd.,Zhejiang Hangzhou 310023)

机构地区：[1]中移(杭州)信息技术有限公司,浙江杭州310023

出　　处：《中国质量》2024年第4期112-117,共6页China Quality

摘　　要：智慧家庭是国家重点关注的新兴信息技术产业,是国家刺激消费升级政策的重点领域。际随着“5G+AICDE”(人工智能、物联网、云计算、大数据、边缘计算)技术不断发展,中国移动应对产业发展需求,积极实施“数智生活+”计划,聚焦娱乐、教育、养老、医疗等场景,提供智慧家庭一体化解决方案。家庭市场的快速发展需要高质量的产品做支撑,如何推动家庭产品服务质量不断提升,保障客户感知,支撑家庭市场高质量发展,是本次研究探讨的课题。团队通过学习探究提出了以标准为引领,提升家庭信息化服务质量的QKK质量管理新模式,并通过在六大家庭应用场景落地实施,有效提升了质量管理水平,极大提升了家庭产品信息化服务质量。Smart homes are an emerging information technology industry that the country focuses on,and a key area of the country's policy to stimulate consumption upgrading.With the'continuous development of"5G+AICDE"(artificial intelligence,Internet of Things,cloud computing,big data,edge computing)technology,China Mobile responds to the needs of industrial development,actively implements the"digital intelligence life+"plan,focuses on entertainment,education,pension,medical and other scenarios,and provides integrated solutions for smart families.The rapid development of the family market requires highquality products as support.How to promote the continuous improvement of family product service quality,ensure customer perception,and support the high-quality development of the family market is the topic of this study.The team have proposed a new QKK quality management model that is guided by standards and improves the quality of household information services through learning and exploration.And through the implementation in six major household application scenarios,the quality management level has been effectively improved,greatly improving the quality of household product information services.

关 键 词：智慧家庭信息化解决方案(HDICT) QKK质量管理机制 服务质量标准 

分 类 号：F203[经济管理—国民经济]