【企业管理】iso9000再造教材.docxVIP

【企业管理】 iso9000 再造教材 2 ____________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ 管理职责 ________________________________________________________________ ________________________________________________________________5.2以顾客为中心 ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ 确定顾客 者 追 求 满 对 需求和期望 足 顾客满意 以顾客为 顾客要求 +理 + 任 = 中心 管 按约执行 制订业务 关心客户 操作标准 满足要求 责 了解客户 高 服务客户 最把握要求 终 定期总结 最 提升满意 市场变化 负 程度 客 顾 ____________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________________________________________ ________________________________ 一致原则 2个承诺 目标支撑原则 彻底贯彻 :沟通和理解 适宜性评审  量 方 针 ____________________________________________________________ ________________________________________________________________ _______________