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The principle of quality difference
From;    Author:Stand originally
1, the difference that controller knows
Controller feels not accurate to the client's expectation, this kind of difference is made to the quality standard from the back necessarily wait for generation to affect, make the client senses service quality difference finally.
2, the difference of quality standard
Service quality standard and controller feel to the client's expectation photograph comparing has difference. The implementation that affects service quality produces an effect, make finally of the client sense service quality difference.
3, the difference that the service trades
The service runs a course in, with the difference of quality standard, make the client senses quality difference
The difference that 4. sale communicates is communicated in sale in undertake exaggerating serving quality standard to the client, the service that made commitment and fact provide is consistent, cause a client to sense service difference.
5, of the service quality that feels the difference client perception that serves quality and expectation abhorrent and the gap measure of generation:
1, strengthen communicate with the client, attentive observation, master the client's preference and the expectation to the service
2, personalized service is made on original service base according to afore-mentioned information. The 4th pace checks superintend and director to guide examination quality work fulfils a circumstance; The help solves the problem that encounters in quality work; Staff of quality government department is in charge of works of pair of departmental door quality undertaking convention controls examination and directive problem: The examination is much, guidance is little; Penalty is much, award is little; Harm: Contuse greatly the enthusiasm of employee and initiative; Personnel flow leads on the high side, increase groom cost, create personnel tension sometimes, the novice is alone mount guard, serious effect serves quality.
Reason:
1, wrong quality guiding ideology: Administrative half is an examination; The examination does not give problem itself is a problem, applicable to relatively random management initial stage, but unfavorable energetically advocate, once form culture of this kind of quality, turn round not easily;
2, quality drive mechanism has drawback;
3, knowledge of quality of examination staff itself is defective.
Professional quality quality manages a principle:
1, directive;
2, the examination supervises and urge;
3, help;
4, incentive;
Measure:
1, correct quality guiding ideology: Apply directive, examination integratedly to supervise and urge, help, incentive 4 big principles, examination.
2, improve quality drive mechanism, should in order to praise, award is given priority to, criticism is complementary, careful with penalty. Summary of the 5th pace raises an attention at any time the new issue that collect arranges the discovery in quality management job and new method, seasonable organization personnel undertakes analytic study, make a solution. Problem: Report everyday, disappear rise! Harm: Quality standard backwater not before, bring about hotel competition ability to drop
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