生产运作管理-质量管理概述课件.ppt

第16 章 质量管理;16.1 质量与质量管理;16.1.1 质量的概念;16.1.1 质量的概念（续）;A.Parasuraman等人认为，服务质量应包括下列质量内容： 时间Time（How much time must a customer wait?) 守时Timelines( Will a service be performed when promised) 完整性Completeness（Are all items in the order included?） 礼貌Courtesy (Do frontline employees greet each customer cheerfully?) 一致性Consistency (Are services delivered in the same fashion for every customer, and every time for the same customer?) 方便Accessibility and convenience (Is the service easy to obtain?) 精确性Accuracy (Is the service performed right the first time?) 响应速度Responsiveness （ Can service personnel reac