摘要
顾客满意管理系统贯穿于质量管理体系的始终,是企业实现持续改进、参与激烈市场竞争的需要。本文站在企业的立场,阐述了运用顾客满意管理系统对企业发展的意义及如何运用这一系统,实现企业持续改进,并提出处理好内部顾客与外部顾客的关系,产品质量、服务与顾客满意的关系及“企业让值”与“顾客让值”的关系,最终达到顾客满意、企业持续发展的“双赢”目的。
Customer's satisfactory management system is necessary to realize enterprise's continual improvement and attend stinging competition, running through quality management system. The article describes the significance of enterprise's development and realization of continual improvement utilizing customer's satisfactory management system. It also raises how to deal with the relation between internai customer and external customer, the relation among product quality, service and customer satisfaction and the relation between 'Transfer Profit to Customer' and 'Transfer Profit to Enterprise'. Its purpose is realizing customer satisfaction and enterprise's continual development.
出处
《中国质量》
2003年第9期43-45,共3页
China Quality
