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20世纪90年代是用户的时代。在更好服务用户方面,重点仍然是质量,而不是产品或服务。企业必须采用的战略便是全面质量管理(TQM),强调利用用户来改善企业的竞争地位。该方法把员工分成不同的工作组,充分利用员工的知识和能力去克服阻碍企业实现竞争优势工艺及产品问题。 尽管全面质量管理已受到最高层管理人员青睐,但只有那些中级管理人员才是TQM计划成功的关键,只有他们才能提供决定性改进所必须的重点和模式。通过密切注视用户、生产、工艺、人及事实,他们能够制定出确
The 1990s was the era of users. In terms of better service to users, the focus is still on quality, not products or services. The strategy that companies must adopt is Total Quality Management (TQM), emphasizing the use of users to improve the competitive position of companies. The method divides the employees into different working groups and makes full use of their knowledge and capabilities to overcome the problems that hinder the enterprises from achieving competitive advantages. Although total quality management has been favored by top management, only middle managers are the key to the success of the TQM program, and only they can provide the necessary focus and mode of decisive improvement. By keeping a close eye on users, production, processes, people, and facts, they can