利用6西格玛管理法则增加酒店顾客的忠诚度.doc

利用6西格玛管理法则增加酒店顾客的忠诚度 摘要 本文旨在对将六西格玛与客户关系价理结合进行探讨。客户资源是企业最终实现交易并获得现金流入的唯一入口，是实现利润的唯一来源，是公司最重要的资产。一个企业如果全面掌握了客户信息、对客户的需更深入了解，以及建立了良好的客户关系那么它的核心竞争优势就更明显。 ??? 客户关系管理是从企业管理思想、管理模式、企业文化等各方面树立以客户为中心的发展战略，是一种旨在改善企业与客户之间关系的新型管理机制，含概了企业的市场营销、销售、技术支持、服务等与直接与客户建立联系的活动领域。IT技术和互联网技术飞速发展，使客户关系管理实施成为现实。客户关系管理通过对用户信息资源的整合，在企业内部达到资源共享，使企业的商业流程实现自动化，为CRM建立技术平台。 ??? 六西格玛管理方法是质量管理方法演进的产物。它是一种基于统计学的、通过消除错误、减少浪费以及优化流程来最大化满足客户需求的综合性质量管理方法。本文中的6σ管理思想的一个重要目的是将科学的统计方法应用到模糊的酒店客户管理中，通过提升酒店客户忠诚度来提升酒店的经营，实现企业效益最大化。 关键词：六西格玛(6σ)、顾客管理、结合 ? ? ? ? ? ? ? Abstract This article is to discuss?6 } s implement on CRM Customer is the only entrance that the company realizes the ultimate transaction and gets the cash tlow. At the same time, customer is the resources of benefits and the most important assets of company as well. If the company knows all the information of the customer, it can find more potential?needs?of customer?and?make?the good?relationship customer,?and?its core competence becomes obvious. CRM is a development strategy focusing on customer based on management model and companys culture. It aims to improve management philosophy, relationship between the company and customer, including the marketing, sales, technology support and customer service activities which face customer directly. With the rapid development of If technology and Internet technology, the implement of CRM implement becomes possible. Through the integration of customer information, the company can share the resources, IT and Internet technology can bring process into effect of the automation, set up the support system for CRM.6Sigma is the product of the quality management evolution. It aims to maximize satisfaction to the customer needs through the use of statistics, erasing the mistakes, reducing the waste optimizing the process. One of the most important goals of 6 a?management ideology is to scientific methods statistics in the indistinct quality management, to realize the maximum of companys benefit by increasing the a