顾客导向－质量管理的灵魂资料.docVIP

摘 要：文中简述了八项质量管理原则产生的背景，分析了顾客与企业之间的关系，概括了以顾客为关注焦点在ISO 9001：2000中的体现点，从强化顾客意识、识别顾客需要、满足顾客需要以及评价顾客满意度等方面探讨了企业如何在质量管理工作中落实以顾客为关注焦点这一原则。关键词：顾客导向； 顾客满意； 质量管理Customer Focus—the Core of Quality ManagementWen Decheng1, Yu Tao2, Liu Huafeng3 Zhang Chunjie4 (1. Shandong University, Jinan, Shandong 250100; 2. Dezhou University, Dezhou, Shandong 253023; 3. Jinan Yingte Co., Jinan, Shandong 250101; 4. Jinan Qilu Chemical Fibre Group Co., Ltd, Jinan, Shandong 250100)Abstract：This paper analyzes the background of eight principles of quality management，develops the relation between customer and compa