Abstract: Under the background of the rapid development of civil aviation industry, as the terminal of air transport service chain, civil aviation ground service enterprises are facing the pressure of policy and market competition. It is not only the need of building a strong civil aviation country, but also the need of their own development, promoting economic growth and maintaining social stability and harmony.
Abstract: In the background of aviation industry rapidly developing, as the terminal of aviation transportation service chain, aviation transportation ground service enterprises facing the pressure of policy and market competition must improve operation capacity, improve the level of management and control, and establish the quality management system, which is not only the needs of construction of civil aviation power nation strategy, but the needs of their own development, Promoting economic growth and maintaining social stability and harmony.
Keywords: service enterprises; Quality; Management system
Key words: service enterprises; quality; Management system
Chinese library classification number: F273 document identification code: a article number: 1116-4311(2111)26-1123-12
1 Introduction
As a special economic organization, civil air transport ground service enterprises have both the functions of enterprises and the nature of social welfare, and their essence is to pursue the maximization of economic and social benefits. At present, with the rapid development of civil air transport industry, the demand for quality and quantity in the service process of airlines, passengers and cargo owners is also increasing day by day. In recent days, news of conflicts caused by flight delays has been frequently reported in newspapers. As the terminal of civil air transport service chain, how can civil air ground service enterprises keep pace with the times, improve their service quality, meet the needs of all parties and maintain social harmony while doing a good job in safe production and operation and improving economic benefits? The author believes that the most important and necessary thing is to improve the management level and establish a quality management system. With the continuous deepening and improvement of enterprise management, establishing a quality management system, introducing ISO9111 quality standards and introducing its advanced management concepts, management systems and working procedures have become effective ways to innovate management and control modes, broaden working channels, improve operating standards and quality, and enhance business performance. Akio Morita, president of Sony Corporation, once said: The essence of enterprise internal management lies in the institutionalization of internal management, and most successful enterprises have a systematic, scientific, strict and standardized internal management system. Apply quality standards to all fields of management. By establishing a systematic quality control mode, some effective traditional management methods and some new experiences and methods explored in the new period are fixed in the form of documents to form standards and specifications, and all work is subject to process control according to the requirements of standard implementation, and PDCA closed-loop control is adopted for every work and activity, so as to make it planned, implemented, checked and continuously improved. Then, management will
in the new period and new situation, how can we establish a quality management system to meet the needs of enterprise development? The author thinks that there are mainly the following aspects:
1 Based on the system construction, the establishment of management system
The establishment of quality management system should first establish a scientific management system. Enterprises must establish an all-round and systematic management system, and all employees should act according to the promulgated system. As a result, there will be more and more fixed rules with immutability and less changeable affairs in enterprises, which will lead to more and more rule of law and less rule of man, which is what we often call "institutionalization, standardization, proceduralization and standardization". To do this, we need to pay attention to the following points: First, when formulating the system, we should closely focus on the work of the enterprise center, combine with the actual situation of the enterprise, comprehensively consider, carefully examine and involve employees. Before any system is introduced, it must be discussed and evaluated, and each clause must be carefully scrutinized and repeatedly considered to reach a consensus. Although each system belongs to a certain system, each management system within the enterprise does not exist independently, and the systems should influence each other, coordinate and unify. Once it is formulated, it must have corresponding stability, and it should not be changed unless the company's business, organizational structure or market environment have undergone major changes. It should be the criterion to measure all problems, that is, the treatment of the same kind of problems should follow one system rather than others to ensure the seriousness of the system. The second is to let all employees know about the system and constantly improve the details of the system. Every enterprise will establish a system, and it is necessary to adopt various publicity methods to let every employee know the terms and contents of the system related to him. Otherwise, the system will become a dead letter, and the system built around the system cannot be understood and recognized by employees. In addition, with the change of external business environment and the continuous innovation and development of enterprise internal management, some systems will inevitably be unable to meet the requirements of the work, and the system itself must be adjusted and improved, so that the system forms a network, and one link connects with another. The third is to implement the system in a way that not only ensures the enforcement but also takes into account the operability. What is written on paper will not automatically become a reality, and it is not difficult to formulate a system. The difficulty lies in implementation and operation. With the change of the internal and external environment of enterprises, the system itself will inevitably appear some unsuitable situations. Therefore, we must grasp a good degree between implementation and operation. Only in management practice, the system can be gradually improved in the implementation process.
2 Based on standardized management, establish and improve the responsibility system
In an enterprise organization, in order to ensure the full efficiency and benefit of enterprise management, and make every position and role of the enterprise do a good job satisfactorily, it is necessary to standardize management, implement clear "legal" management with rules to follow, establish and improve a clear responsibility system, and enable the enterprise to achieve sustained and stable development. Corresponding to management work is to require employees in each position to know their job responsibilities according to business procedures and do all the work satisfactorily according to their responsibilities, so as to block and avoid possible management loopholes and mistakes. First of all, we should establish a scientific, reasonable, clear and clear organizational structure. What kind of organizational structure there is, what kind of job responsibilities are corresponding, and departmental job responsibilities are actually explanations and extensions of organizational structure functions and operations. If there is a problem in the organizational structure, no matter how detailed the job responsibilities are, it is inevitable to take the wrong road and detour. Secondly, we should refine the job responsibilities, from the chairman and general manager to the front-line employees, so that everyone in the enterprise can clearly know their job responsibilities, so that every staff member can be assessed and every work content can be operational and assessable. Once the responsibilities of any post are determined, they should be relatively stable and cannot be modified frequently. Then, we should establish the sole responsible subject, establish and improve a clear responsibility system, and form a "closed-loop effect". On the basis of detailed job responsibilities, we will strengthen the construction of the responsibility system of grasping the first level, managing the first level and being responsible for the first level, and form a "responsibility chain". Strengthen the assessment management, classify and grade the responsibilities of mistakes, omissions, dereliction of duty and other behaviors in the work, and make the accountability clear to people and specific things. Finally, the management vacuum should be eliminated, so that all businesses can be managed and all problems can be solved by corresponding personnel, so as to avoid the situation that the project can not be promoted and the work can not be implemented due to chaotic responsibilities. If the problem is really complicated, the lead department should be determined, and the relevant departments should cooperate, and the responsibilities should be graded and layered to ensure its final solution.
3. Promoting standardized management by scientific orientation
As a part of quality management system, enterprise standardized management involves all aspects of enterprise management. Standardization is the highest form of institutionalization, and whether an enterprise can win in the market competition determines its life and death. Whether the standardization work of an enterprise can play a role in the market competition determines the status and existence value of standardization in the enterprise, and it must be scientifically analyzed and positioned in combination with the market operation environment and the construction and management of the internal quality system of the enterprise.
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