六西格玛质量管理应用大学论文.doc

六西格玛质量管理应用本科毕业论文 摘要 飞速发展的的时代。中国的经济更是在迅猛的发展，各行各业都在不断地发展不断地壮大。这其中我国的餐饮行业尤为突出。更是以惊人的速度在发展。但想要长久占有市场就必须有好的方法来对一个餐厅实施全方位的管理。但实际中各大餐厅的硬件设施不相上下，系统的管理方法也是伯仲之间，那么针对这样的情况，服务质量好的餐厅就受到了青眯。所以现在各大餐厅对服务质量方面下足了功夫，希望能更好的抢占市场。 本文以欢乐牧场自助餐厅为研究对象。主要应用六西格玛质量管理中DMAIC方法来对该餐厅进行系统的管理和改善。这其中利用直方图，饼图，鱼骨图，两轴线柱图，缺陷控制图等一系列简洁明了的图片来反映具体情况。通过、定义、测量、分析、改进、控制来对餐厅进行系统的服务质量改善。通过改善后的餐厅。使顾客对餐厅的满意度提高。 关键词：餐饮行业；欢乐牧场自助餐厅六；西格玛质量管理；DMAIC改进模式 ABSTARCT Wheel rotation, the economy is recovering, the rapid development of The Times. Chinas economy is in rapid development, from all walks of life is in constant development constantly grow. Especially the catering industry in our country. Is at an alarming rate in development. But want to occupy the market for a long time, you must have good methods to implement comprehensive management for a restaurant. But the actual hardware facilities, the restaurant in the system of management methods are equal, then according to this situation, quality of service good restaurant was attained renown. So now each big restaurant under the service quality, hope to be able to better seize market. Take joy ranch cafeteria as the research object in this paper. Main application of six sigma DMAIC approach to quality management for system management and to improve the restaurant. The use of histogram, pie chart, fishbone diagram, two axis of the column chart, defects control chart and a series of simple pictures to reflect the specific circumstances. By definition, measurement, analysis, improvement, control system of the restaurant for service quality improvement. By improving the after the restaurant. Raise the satisfaction of customers to the restaurant. It is vital for us to further study the six sigma management. Key words: food and beverage industry； joy ranch cafeteria； six sigma quality management ；DMAIC improvement model 目 录 第1章 绪论 1 1.1研究背景及其意义 1 1.2研究对象的背景分析 1 1.2.1呼和浩特自助餐饮行业的发展背景 1 1.2.2呼和浩特的自助餐饮行业经历了以下四个发展阶段 2 1.2.3具体研究对象背景 4 第2章 六西格玛服务质量管理 5 2.1服务的意义 5 2.2服务质量 5 2.2.1 服务质量的