服务管理：运作、战略与信息技术原书第7版教学课件ppt作者美）詹姆斯A菲茨西蒙斯JamesAFitzChap008课件.pptVIP

Process Improvement Learning Objectives Use quality tools for process analysis and problem solving. Describe and contrast corporate quality improvement programs. Lead a team in a process improvement initiative. Conduct a data envelopment analysis (DEA). Quality and Productivity Improvement Process Foundations of Continuous Improvement - Customer Satisfaction - Management by Facts - Respect for People Plan-Do-Check-Act (PDCA) Cycle Quality Tools for Analysis and Problem Solving Check Sheet Run Chart Histogram Pareto Chart Flowchart Cause-and-Effect Diagram Scatter Diagram Control Chart Ben