服务过程质量

关于服务过程质量管理的思考

A Conception of the Quality Management of Service Process

上海市区一、二级医院门诊医疗服务过程质量调查

Quality of medical care service process for outpatients in primary and secondary-care hospitals in Shanghai

用模拟病人法评价上海一二级医院门诊医疗服务过程质量

Assessment of the process quality of outpatient services by second and third grade hospitals in Shanghai by means of simulated patients

指标体系包含服务过程质量、服务环境质量和服务结果质量三个维度，共有9个一级指标，19个二级指标。

The system conclude 3 dimensions which are service process quality , service environment quality and service quality , 9 index and 19 sub index .

从产品的形成阶段看，质量控制可分为设计过程质量控制、加工过程质量控制、装配过程质量控制和销售服务过程质量控制。

From the forming stages of products , quality control can be divided into quality control of the product design , machining , assembling and sales service .

目的研究一、二级医院门诊医疗服务过程质量、就诊时间和医疗费用，为改善医疗服务过程质量提供科学的决策依据。

Objective In order to provide scientific basis in decision-making for improvement of quality of medical care , current quality of medical care service process , consultation time and medical care cost were studied in primary and secondary-care hospitals of Shanghai .

本文剖析了导致服务过程质量问题的因素，提出了目前在服务过程质量管理中存在着两大难点：一个压力点&对真实瞬间的管理；

This article analyses the factors leading to the quality problem of the service process , and points out that there are two hards nuts in the quality management of the service process now : One is the pressing point & that is the management of the moments of truth ;

服务过程的质量通常随雇员、客户以及时间的不同而不同。

Performance of service processes often differs between employees , between customers and from one hour to the next .

本文以综合集成的思想为指导，对医疗服务过程的质量实时监测控制的方法进行了研究。

This paper studied on the method of the quality supervision and manipulation of medical service process in real time under the direction of meta & synthesis .

对高等教育服务过程的质量评价研究是高等教育服务质量管理的理论与应用研究的重点。

The research focuses mainly on the following points : The research on the quality evaluation for the process of higher education service is one of the focal points of the research on the theory and application of quality management for higher education service .

最后，通过对酒店顾客体验价值交付体系的构成和运作研究，作者提出了顾客体验价值交付体系管理重点：酒店服务过程全面质量管理、酒店员工管理、顾客关系管理、酒店体验营销等。

By researching the structure and operation of deliver system of customer experience value , the author presented the key point of deliver system of customer experience value : total quality management of overall management hotel service process , personnel management , customer relation management , hotel experience marketing etc.

为了更好地满足顾客的需求，公司建立了覆盖内衣设计、开发、生产、销售和服务整个过程的质量管理体系。

For satisfying the customer'need , the company builds up a whole quality control system that contain underwear design , development and produce , sell and serve .

目的：建立医院医疗质量科学化和规范化的管理模式，实现医疗服务过程的环节质量实时监测和控制；

Objectives : To set up scientific and canonical management model of medical quality in hospital can implement real - time monitor and control during medical service .

服务质量开发过程的质量管理体系

Quality Management System Based on Service Quality Development

服务提供过程与服务质量

Service Offering Process and Service Quality

无形服务对顾客体验过程质量的影响&一个基于服务型企业有形展示的研究

The Influence of Intangible Service on the Experience of Process Quality & Based on the Tangible Evidence of Service Enterprises

现在，由于导游业的门槛低，导游的队伍的层次也参差不齐，这直接影响到了导游服务过程中的服务质量。

At present , university degree is not a must for tour guides , so the tour guides are with various education backrounds and this situation has directly affected the service quality of tour guides .

确立景区服务营销的核心理念&CS战略，强化服务过程质量控制。

Establishes the scenic area service marketing the core idea & CS strategy , the strengthened service process quality control .

这个问题又有两方面需要在营销管理中注意：（1）是研究部门的研究成果的质量问题；（2）服务人员的向客户提供咨询服务过程的服务质量问题。

This problem need to have two aspects need to be in the marketing and management attention : ( 1 ) the quality of the research results of the research department ;( 2 ) the service process to provide advisory services to its customers quality of service .

信用卡公司是一个服务性的金融企业，如何提高在服务过程中的服务质量，改进服务方法，使公司的决策更为准确及时，是信用卡公司追求的一个目标。

A credit company is an enterprise to offer services to customers , it is a target for credit companies how to improve the quality of services and how to enrich the ways of services , and how to make decision more correctly and just in time .

为了高效、运营客户服务中心，就必须实现内部效率（成本效率）和外部效率（收益效率）的和谐统一，为此，就必须重视服务过程的质量管理。

Under this situation , the client service center ( CSC ) appears . To operate the CSC efficiently , we should keep the balance between inner efficiency and outside efficiency , to do so , we must put more emphasize on service process management .