本文重点探讨了“零缺陷”管理在医院实际应用的每一个接触点上实施“零缺陷”的办法,重点对医护、医技、后勤与临床等的接触要点和如何质量控制进行了探讨,通过进行质量教育和各种规范的建立,以及对接触点质量的控制,使医院的服务质量管理取得了明显的成绩。 This article focuses on the implementation of a “zero defect” approach to “zero-defect” management at every point of contact that is actually applied in hospitals, focusing on the contact points and how to control the quality of care, medical technology, logistics and clinics. Quality education and the establishment of various specifications, as well as the control of the quality of touchpoints, have made remarkable achievements in the hospital’s service quality management.