从质量管理的角度看格林豪泰酒店管理集团的发展
M11314050 陈晨
摘要:本文以格林豪泰酒店管理集团的服务质量发展为例,意在讲述服务类企业在质量管理中应当注意的事项。以格林豪泰看重数据决策为例,重点点明服务类企业应当看重消费者反馈的数据,以数据做凭据做决策:其次,本文引用流程图法和帕雷拉图,讲述服务类企业在发展定位中,要善于找寻自身发展障碍,善于取舍服务质量不高的部分。最后,以格林豪泰的追踪式服务为例,阐明服务业企业和工业性企业一样,要把服务当做产品,注重产品的售后跟踪,以便扩大市场份额,提高服务质量。
关键词:数据、质量管理方法、分析决策
Abstract:Based on the Green Tree Hotel Management Group’s development as an example, the quality of service is intended to tell in the quality management in a service industry should pay attention to matters. With Green Tree value data decision as an example, the key points to the service class enterprises should consider customer feedback data, to data credentials do decisions: second, this article refer to flow chart method and paley latour, service class enterprise in the development of positioning, must be good at looking for their own development obstacle, is good at choose a part of the service quality is not high. Of Green Tree is discussed, the tracking service, for example, service companies and industrial companies, to service as a product, pay attention to the product after-sales tracking, in order to expand market share, improve service quality.
Key words:Data、Quality control methods、Analysis and decision
正文: 一、数据是决策的基础
统计技术的基础是数据
统计技术在质量管理中的作用是:归纳、分析问题、显示事物的客观规律。而数据则是统计技术的基础。有了数据,才能在质量管理的环节归纳和分析问题,才能根据数据进一步的显示事物的客观规律。
格林豪泰酒店
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