郵輪服務(wù)質(zhì)量控制課件講解

郵輪服務(wù)質(zhì)量控制Qualitycontrolofcruiseservice天津海運(yùn)職業(yè)學(xué)院劉艷TianjinMaritimeCollegeLiuYan為了實(shí)現(xiàn)良好的服務(wù)質(zhì)量評(píng)價(jià)而進(jìn)行的管理活動(dòng)。Managementtoobtainhigherqualityevaluation.郵輪服務(wù)質(zhì)量管理QualityManagementofcruiseservice質(zhì)量認(rèn)證qualitycertification全面質(zhì)量管理TotalQualityManagement目錄Content質(zhì)量認(rèn)證Qualitycertification1全面質(zhì)量管理TotalQualityManagement2質(zhì)量認(rèn)證Qualitycertification01PART質(zhì)量認(rèn)證

qualitycertification由第三方認(rèn)證機(jī)構(gòu)進(jìn)行質(zhì)量檢查合格后發(fā)給合格證書，以提高企業(yè)及其產(chǎn)品、服務(wù)的信譽(yù)和國(guó)內(nèi)外市場(chǎng)競(jìng)爭(zhēng)力provideguidanceandtoolsforcompaniesandorganizationswhowanttoensurethattheirproductsandservicesconsistentlymeetcustomer’srequirements質(zhì)量認(rèn)證

qualitycertification傳遞符合標(biāo)準(zhǔn)的信息Passinginformationthatconformstothestandard質(zhì)量認(rèn)證的分類

Classificationofqualitycertification產(chǎn)品質(zhì)量認(rèn)證ProductQualityCertification質(zhì)量體系認(rèn)證QualitySystemcertification產(chǎn)品質(zhì)量認(rèn)證

ProductQualityCertification認(rèn)證的對(duì)象是特定產(chǎn)品包括服務(wù)Certificationisforspecificproductsincludingservices質(zhì)量體系認(rèn)證

QualitySystemcertification認(rèn)證的對(duì)象是組織的質(zhì)量體系Certificationisfortheorganization'squalitysystem郵輪公司質(zhì)量認(rèn)證

QualitycertificationofCruiseLinesISO質(zhì)量體系認(rèn)證ISOQualitySystemCertification郵輪公司質(zhì)量認(rèn)證

QualitycertificationofCruiseLinesISO國(guó)際標(biāo)準(zhǔn)化組織InternationalOrganizationforStandardization郵輪公司質(zhì)量認(rèn)證

QualitycertificationofCruiseLinesSAC中國(guó)國(guó)家標(biāo)準(zhǔn)化管理委員會(huì)StandardizationAdministrationofChinaISO質(zhì)量體系認(rèn)證

ISOQualitySystemCertificationQualitymanagementsystemsISO9000：質(zhì)量管理體系EnvironmentalmanagementsystemsISO14000：環(huán)境質(zhì)量管理ISO9000：質(zhì)量管理體系

Qualitymanagementsystems以顧客為中心注重過程的持續(xù)改進(jìn)astrongcustomerfocustheprocessapproachandcontinualimprovementISO9000：質(zhì)量管理體系

Qualitymanagementsystems意大利地中海郵輪公司MSCcruisecompany第一家獲得ISO9001質(zhì)量管理認(rèn)證的國(guó)際郵輪公司ThefirstISO9001accreditedcruisecompany獲得ISO14001環(huán)境保護(hù)證書ISO14001accreditedcruisecompany全面質(zhì)量管理TotalQualityManagement02PART全面質(zhì)量管理

TotalQualityManagement以質(zhì)量為中心，以全員參與為基礎(chǔ)，通過顧客滿意和本組織所有成員及社會(huì)受益而達(dá)到長(zhǎng)期成功的管理途徑TQMisasetofmanagementpracticesthroughouttheorganization,gearedtoensuretheorganizationconsistentlymeetsorexceedscustomerrequirements.PDCA循環(huán)

PDCACyclePDCA循環(huán)強(qiáng)調(diào)過程測(cè)量和控制作為持續(xù)改進(jìn)的手段

TQMplacesstrongfocusonprocessmeasurementandcontrolsasmeansofcontinuousimprovement.PDCA循環(huán)

PDCACycleAwell-definedprojectplanprovidesaframeworkforoperations.發(fā)現(xiàn)顧客的需求，制定提升質(zhì)量的具體措施和方法plan策劃PDCA循環(huán)

PDCACycleThisisthestepwheretheplanissetinmotion.付諸實(shí)施提升質(zhì)量的措施do執(zhí)行PDCA循環(huán)

PDCACycleCheckthroughouttheproject.對(duì)照計(jì)劃?rùn)z查執(zhí)行的情況和效果check檢查PDCA循環(huán)

PDCACycleThefinalstepistotakecorrectiveactiononcepastmistakeshavebeenidentifiedandresolved.根據(jù)檢查結(jié)果采取相應(yīng)的措施action處置PDCA循環(huán)

PDCACycle為游客傳遞更加優(yōu)質(zhì)的服務(wù)價(jià)值improvecustomersatisfaction.全面質(zhì)量管理

TotalQualityManagement全員參與的質(zhì)量管理fullparticipation全過程的質(zhì)量管理wholeprocess全面質(zhì)量管理

TotalQualityManagementSenseofownership牢固樹立主人翁意識(shí)，參與質(zhì)量改進(jìn)活動(dòng)Senseofownership全面質(zhì)量管理

TotalQualityManagementProductquality,servicequality,engineeringquality產(chǎn)品質(zhì)量、服務(wù)質(zhì)量、工程質(zhì)量等的持續(xù)改進(jìn)Productquality,servicequality,engineeringquality全面質(zhì)量管理與質(zhì)量認(rèn)證的相同點(diǎn)

SimilaritiesbetweenqualitycertificationandTQM都以提升質(zhì)量滿足顧客需要為目的Improvingthequalitytomeetthe

needsofcustomers都要求質(zhì)量體系貫穿于質(zhì)量形成的全過程

Emphasisonprocessmanagement全面質(zhì)量管理與質(zhì)量認(rèn)證的差異

DifferencesbetweenqualitycertificationandTQM

ISO質(zhì)量認(rèn)證以標(biāo)準(zhǔn)為中心，目的是維持標(biāo)準(zhǔn)現(xiàn)狀Standards-centricTQM全面質(zhì)量管理以人為中心，目標(biāo)是改變現(xiàn)狀People-centric本講小結(jié)SUMMARY郵輪服務(wù)質(zhì)量控制Qualitycontrolofcruiseservice質(zhì)量認(rèn)證qualitycertification全面質(zhì)量管理TotalQualityMana