With regard to suggestions on improving service quality, the service industry requires employees to have strong comprehensive quality, excellent knowledge and service spirit. Service is help, care and contribution. It is to create benefits from subtleties and improve quality from subtleties. The following suggestions to improve service quality

Suggestions on improving service quality 1 1. Establish the concept of dynamic quality management.

Dynamic quality management refers to the continuous cycle management process of planning, implementation, inspection and disposal. This is a relatively mature quality management method, also known as PDCA quality management cycle. The quality management of our company's projects often cannot form a dynamic cycle management model. For example, the quality problems in the last construction stage will appear in the next construction stage, mainly because of the problems in the "disposal" link. When we deal with it, we often only stay on the surface of solving specific problems, without in-depth analysis of the causes of quality problems and taking corresponding measures to avoid similar problems in the future. This is that the concept of dynamic quality management has not been formed.

2. Establish the concept of total quality management.

Total quality management is a kind of all-round, whole-process quality management with full participation. In addition to technical measures, there are a series of measures to deal with quality problems, such as organizational measures, management measures, economic measures and contract measures. Our company is a professional steel structure company, and the quality control of projects often focuses on weld inspection, but pays insufficient attention to other aspects, failing to achieve real all-round and whole-process quality control, which is also related to the shortage of relevant professionals in the company. For example, there are few quality inspectors in civil construction, and even fewer quality inspectors related to water and electricity, so it is difficult for non-professionals to fully grasp the relevant quality control measures.

3. Establish management by objectives, and clarify the relationship between quality, time limit for a project, safety and cost.

According to the basic theory of project management, a construction project without clear objectives is not the object of project management. In the sense of engineering practice, if a construction project does not have clear quality, time limit and safety objectives, then everything it does cannot be called management. As the general organizer of the project, we should organize technical, scheduling, safety, cost accounting and other departments to come up with our own quality, time limit, safety and cost objectives. Different departments want to maximize their goals because of the different nature of their work. At this time, the general organizer of the project will weigh the relationship between the four and formulate a suitable comprehensive goal. According to the characteristics of the project, if it is really necessary to speed up the progress, it is required to strengthen the investment of managers in quality and safety control, so as to achieve coordination and balance in all aspects and make the project develop in a controllable direction.

4, according to the complex and changeable environment, formulate corresponding measures.

As mentioned above, the natural environment such as hydrology, geology and meteorology at the construction site, the working environment such as ventilation, lighting, safety and health protection facilities, and the management environment of multi-unit and multi-specialty cross-cooperation construction will all have an impact on the project quality. Therefore, our managers should be able to adapt to the ever-changing environment of the construction site and take corresponding protective measures according to different situations to ensure that the project quality is under control.

5, strictly implement the quality responsibility system, rewards and punishments.

Quality responsibility system is the "law" of enterprises and the basis for managers to assign quality tasks and investigate quality responsibilities. An important theory of quality management is that "the quality of work determines the quality of products". The quality of managers' work is to be able to clarify the quality responsibility of each employee in each department and make rewards and punishments clear, so as to strengthen the quality awareness of employees and strengthen quality control at the same time.

6, correctly guide the construction team, completes the quality "three inspection" system.

The key to the quality "three inspections" system is to let the teams and groups in each process know what they should do in self-inspection and mutual inspection, which requires different inspection contents according to the nature of each team. For example, the main contents of this process in the process of self-inspection are: the completion of work tasks; Whether there are omissions; Whether the work is completed, whether the materials are used up, and whether the site is clean; And the quality appraisal of the completed process. In the process of mutual inspection, the main contents of the next working procedure are: whether the current situation of the previous working procedure affects the implementation of this working procedure; If there is any impact, it should be put forward in time and cooperate with timely rectification. "Special inspection" mainly refers to the inspection and acceptance of completed processes according to the requirements of construction drawings, technical disclosure and construction specifications, mainly depending on the technical level of professional and technical personnel. In addition, process control is very important. Once some quality defects are formed, it is very difficult to rectify, and the rectification effect is not necessarily ideal.

7. Control raw materials and sources.

The quality of raw materials directly affects the quality of the project. How to control the quality of raw materials is a difficult problem we are facing at this stage. Our company can consider establishing its own material laboratory, which can shorten the testing time and achieve "early detection and early treatment". But this is only one aspect of raw material management. It is also necessary to strengthen the inspection of incoming materials and the storage, identification, transportation and distribution of materials, which requires our materials department to have certain professional quality in staffing.

8. Establish a service concept

The first of the eight principles of enterprise quality management system is to pay attention to customers. Organizations depend on customers. The organization should understand the current and future needs of customers, meet their reasonable requirements, and strive to exceed their expectations. This is the basic starting point and destination of enterprise quality management. However, the leaders of some projects in our company have relatively weak awareness in this respect, and even do not take the management of the owners seriously. This has created a lot of passive situations. Our company is an enterprise that produces building products. We sell our own services as well as building products. Only by establishing this sense of service can we correct our working attitude, listen carefully to the opinions of the owners and improve our management level in all aspects.

In a word, quality management is a dynamic, comprehensive and comprehensive management work. If enterprises want to achieve sustainable development, they must enhance their brand image as well.

Its own quality management level requires the establishment of a long-term operating mechanism.

Suggestion 2 on how to improve service quality

Service is the lifeblood of enterprise survival.

When it comes to the importance of service, you will inevitably think of theories such as customer satisfaction, so I don't need to go into details. I want to elaborate from two other aspects.

I remember that in a marketing textbook, the product is described like this. "Products are actually tools to provide services to consumers." It also shows us the fact that people buy products not for the entity of products, but by buying a product entity, they can get the services they need. Simply put, the purpose of buying behavior is to obtain services. Therefore, the value of an enterprise lies in the services it provides.

Let's look at such a formula: customer delivered value = total customer value-total customer cost. Among them, the total customer value includes product value, service value, person value and value of the image, etc. The total cost of customers includes monetary cost, time cost, spiritual cost and material cost. When consumers buy, they will definitely choose the product with the greatest delivery value.

However, with the popularization of technology, it is very unlikely for enterprises to improve customer delivered value and gain competitive advantage by improving product value and reducing monetary cost. On the contrary, enterprises can improve their services at a small cost, and it is easier to improve their service value. The value of people and image can reduce the time cost, spiritual cost and material cost, improve the delivered value of customers, and thus increase the competitiveness of enterprises.

Looking back a few years ago, the home appliance industry fought a big price war, but the final result was that both sides lost, and the market order was chaotic, which led to the decline of product quality and the loss of customers. Now, from Haier's customer service center to Chunlan's 24-hour gold medal service. All these fully prove that enterprises ultimately need to improve their competitiveness by improving their service level, and service competition will certainly replace price competition.

Therefore, it is by no means alarmist to raise the service to the height of enterprise survival.

Correctly establish service consciousness

After ERP system, CRM system in domestic software industry is heating up, which proves that more and more enterprises are aware of the importance of service and hope to maintain good customer relationship and obtain greater profits through the improvement of service. But CRM system is a tool after all, and the most basic and important thing is to establish the correct service consciousness of enterprises. Needless to say here, Milu's sentence "Attitude decides everything" is the most classic interpretation.

The correct establishment of enterprise service consciousness depends on the boss's attention.

Many manufacturers will mention that CRM is the "number one" project when implementing CRM, and the boss's attention is the key to the success or failure of implementation. The reason is that the boss's attention determines the employee's participation.

Service is not the responsibility of a certain department in an enterprise, but the responsibility of the whole enterprise.

The front desk department directly faces customers, which is the window for enterprises to provide services to customers, and the back desk department provides support for the front desk, which is the guarantee for enterprises to provide services to customers. The quality of the front desk service determines the customer's understanding of the enterprise, and the reliability of the background affects the quality of the front desk service. The mutual shirking between functional departments is irresponsible to users and will seriously damage the overall image of the enterprise. Only when all employees of the enterprise attach importance to and participate in the service, will there be no phenomenon that all departments shirk their responsibilities, resulting in customers' problems not being solved in time.

Therefore, enterprises should take cultivating employees' service consciousness as an important part of enterprise culture, help employees to establish correct service consciousness and obtain correct enterprise service consciousness, so as to effectively improve service quality and establish a good image of enterprises.

Establishment and perfection of service system

With the advent of the era of enterprise service competition, customers' awareness of accepting services is getting stronger and stronger, and their requirements for services are getting higher and higher. Outstanding performance is that customers not only require good service attitude, but also require enterprises to deal with problems in a timely and effective manner. This means that enterprises should not only provide a service window that represents a good image, but also integrate internal resources of enterprises, provide reliable support, ensure the reputation and service quality of enterprises, and thus effectively obtain customer satisfaction. China Netcom put forward that "the front desk service is the symbol and the back desk support is the foundation", which is particularly profound.

Therefore, enterprises need to establish an interlocking and coordinated chain service system. All departments of the enterprise have clear responsibilities in the service chain. Although they perform their duties, they are closely combined and operate effectively, avoiding the emergence of service blind spots.

The effective operation of the service system requires the establishment of a "customer-centered" service process, the standardization and standardization of services through IT systems, the quality monitoring of the service system, and the timely discovery and rectification of weak links in the service system.

For example, if the customer complaint is submitted by the service front desk department, and the complaint cannot be solved well, including the processing department in the next link exceeding the prescribed reply time limit, the system will automatically upgrade the complaint and seek a reply with higher authority. The service front desk department can also actively inform customers of the handling situation according to the handling progress of other departments recorded by the system, so as to realize real one-stop service and improve customers' understanding of the enterprise.

The effective operation of the service system also needs to establish a scientific management system.

The management system should start with the establishment of service standards, combined with the corresponding incentive and restraint system, realize post assessment, optimize the structure, increase the pressure and motivation of enterprise employees to improve service and improve service level.

What is said here is not the absolute truth about how to provide good service. But the most important thing is to remind more enterprises to pay attention to providing quality services to customers, so that customers can fully enjoy quality services. This is the purpose of my writing this article.

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How to satisfy elusive customers?

In the mid-1980s, American marketing scientist Parasuraman and his colleagues developed a system to measure service quality, which is called SERVQUAL. This framework has been adopted by companies from all walks of life. Its core is to judge the service quality by measuring the gap between the service level expected by the user and the service level actually perceived by him. The key to providing quality service is to exceed users' expectations. SERVQUAL divides service quality into the following five dimensions.

The appearance of tangible hardware facilities, instruments and equipment, and communication equipment shall be worn by employees.

Reliability, accuracy and reliability, the ability to fulfill commitments.

Respond to the willingness of the company and its employees to help customers and provide immediate service.

Ensure employee knowledge, employee etiquette and employee's ability to win trust and confidence.

Empathy company's personalized care for customers.

There are several questions under each dimension, and users are asked to rate the expected value and actual feeling value of each question through questionnaires. The total * * * scores 22 projects, and then comprehensively calculates the service quality score.

Nowadays, more and more people buy goods and services online. In order to improve the service quality of the website, Parasuraman and his colleagues feel it is necessary to modify the SERVQUAL framework according to the actual situation of online shopping experience. To this end, they developed the electronic service quality standard e-SERVQUAL. It quantifies the website service quality perceived by customers according to 22 factors. Corresponding to the traditional service quality standard, the new standard adopts four dimensions.

Efficient website access and ease of use.

To what extent can a responsible website fulfill the promise of commodity supply and distribution?

Normal technical operation of usability website.

Privacy/Security The security of a website and the ability to protect customer information.

Among these four dimensions, customers' views on efficiency and responsibility seem to be the most important and influential. They not only affect the overall quality perception level, but also affect the perceived value and loyalty intention of customers.

The availability of the system is also very important for the overall quality, value and loyalty intention of customers. Companies should pay attention to the complex website design, which will adversely affect the usability of the system.

Concerns about privacy vary from person to person, and some experienced users don't mind very much. However, the survey shows that quality/value perception and loyalty intention are indeed influenced by privacy perception. If some measures can be taken to alleviate security concerns and enhance customer confidence-such as providing some signs and information to remind privacy/security-the problem will not happen.

The author's research shows that people can be divided into five types: 15% to 20% people are adventurous, 20% to 25% people are avant-garde, and the rest are suspicious, paranoid and lagging behind. This classification is consistent for people of different ages, education levels or income levels. People's willingness to accept new technologies seems to be innate and unchangeable. Some people are always cautious about the benefits and functions of technology. Such people will naturally not accept new technologies. Therefore, the author created the Technology Readiness Index (TR) to divide the customer base according to the customer's willingness to accept technology. This is convenient for the company to adjust measures to local conditions and effectively decide whether to adopt high-tech or high-contact means.

Suggestion 3 on improving service quality How to improve service quality and service awareness?

(1) We should consciously enhance our service awareness. In modern society, service has gradually become one of the concepts guiding people's activities, and the connotation of service consciousness has already exceeded the category of "smiling service". Only qualified employees can do a good job and meet the system requirements; The truly outstanding employees are those who can truly stand on the position of the clients.

(2) Strive to improve service quality. There is a saying that "it is better to die than to die." Instead of passively accepting criticism, it is better to actively improve service quality and service level. To improve service quality, we must abide by service standards, enhance service awareness and improve service ability.

(3) Let's work together to improve the overall service level of the company. Improving the overall service level of the company is inseparable from the unity and cooperation between people and departments. Helping others is helping yourself. You helped others today. When you are in trouble, you will get help from others. If each of us has a big picture, we all have a sense of collective honor and responsibility. If we all cherish the honor of Yantai Neptune as much as we care for our eyes, the company's service awareness, service quality and service level will definitely be greatly improved.

I. Introduction

Quality of service Quality of service refers to the sum of the characteristics and characteristics that the service can meet the specified and potential needs, and refers to the degree to which the service work can meet the needs of the clients. It is the lowest service level provided by the enterprise to meet the target customers, and it is also the consistency degree of the enterprise to maintain this predetermined service level.

Second, the characteristics of service quality

1, functionality

Functionality is the characteristic of the function and efficiency of the services provided by enterprises, and it is the most basic one of the service quality characteristics.

2. Economy

Economy refers to whether the cost required for the client to obtain a certain service is reasonable. The cost mentioned here refers to the cost needed in the whole process of receiving services, that is, the service cycle cost. Economy is relative to service quality, that is, economy is closely related to functionality, safety, timeliness and comfort.

3. Safety

Safety means that the enterprise guarantees not to endanger the lives of customers and users, not to harm health and spirit, and not to lose goods during the service process. Safety also includes both material and spiritual aspects, and the key to improve safety lies in the material aspect.