| 服务企业的质量管理 |
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| 引用本文： | 李斌.服务企业的质量管理[J].海南师范大学学报(社会科学版),2003,16(2):101-104. |
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| 作者姓名： | 李斌 |
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| 作者单位： | 天津通信公司网管理维护中心,天津,300052 |
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| 摘 要： | 开展全面质量管理活动是服务企业适应激烈市场竞争的重要手段。文章首先总结了质量与质量管理概念的发展过程及全面质量管理的内容，然后结合服务企业的营销特点及质量特性，阐述了服务企业建立质量管理体系的过程，探讨了服务企业在建立质量管理体系过程中应注意处理好企业营销部门与运行部门的关系及企业再造与质量管理体系的关系。
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| 关 键 词： | 质量管理 概念 服务特性 服务企业 管理体系 |
| 文章编号： | 1672-223X(2003)02-0101-04 |
| 修稿时间： | 2002年8月20日 |
The Quality Management System in Service Enterprises |
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| Authors: | LI Bin |
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| Abstract: | The implementation of total quality management plays a vital part in adapting service enterprises to fierce market competitions. Starting with a summary of the developing process of quality and concepts of quality management and the content of total quality management, this paper proceeds, in reference to marketing and quality characteristics of service enterprises, to describe the process of building the quality management system in service enterprises and to propound that service enterprises should well handle relations between marketing departments and production departments as well as between enterprise readjustment and quality management system in the quality management system construction. |
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| Keywords: | total quality management customer satisfaction service characteristics quality manage-ment system |
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