郵輪服務質量控制課件講解

郵輪服務質量控制Qualitycontrolofcruiseservice天津海運職業(yè)學院劉艷TianjinMaritimeCollegeLiuYan為了實現(xiàn)良好的服務質量評價而進行的管理活動。Managementtoobtainhigherqualityevaluation.郵輪服務質量管理QualityManagementofcruiseservice質量認證qualitycertification全面質量管理TotalQualityManagement目錄Content質量認證Qualitycertification1全面質量管理TotalQualityManagement2質量認證Qualitycertification01PART質量認證

qualitycertification由第三方認證機構進行質量檢查合格后發(fā)給合格證書，以提高企業(yè)及其產品、服務的信譽和國內外市場競爭力provideguidanceandtoolsforcompaniesandorganizationswhowanttoensurethattheirproductsandservicesconsistentlymeetcustomer’srequirements質量認證

qualitycertification傳遞符合標準的信息Passinginformationthatconformstothestandard質量認證的分類

Classificationofqualitycertification產品質量認證ProductQualityCertification質量體系認證QualitySystemcertification產品質量認證

ProductQualityCertification認證的對象是特定產品包括服務Certificationisforspecificproductsincludingservices質量體系認證

QualitySystemcertification認證的對象是組織的質量體系Certificationisfortheorganization'squalitysystem郵輪公司質量認證

QualitycertificationofCruiseLinesISO質量體系認證ISOQualitySystemCertification郵輪公司質量認證

QualitycertificationofCruiseLinesISO國際標準化組織InternationalOrganizationforStandardization郵輪公司質量認證

QualitycertificationofCruiseLinesSAC中國國家標準化管理委員會StandardizationAdministrationofChinaISO質量體系認證

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

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

Qualitymanagementsystems意大利地中海郵輪公司MSCcruisecompany第一家獲得ISO9001質量管理認證的國際郵輪公司ThefirstISO9001accreditedcruisecompany獲得ISO14001環(huán)境保護證書ISO14001accreditedcruisecompany全面質量管理TotalQualityManagement02PART全面質量管理

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

PDCACyclePDCA循環(huán)強調過程測量和控制作為持續(xù)改進的手段

TQMplacesstrongfocusonprocessmeasurementandcontrolsasmeansofcontinuousimprovement.PDCA循環(huán)

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

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

PDCACycleCheckthroughouttheproject.對照計劃檢查執(zhí)行的情況和效果check檢查PDCA循環(huán)

PDCACycleThefinalstepistotakecorrectiveactiononcepastmistakeshavebeenidentifiedandresolved.根據檢查結果采取相應的措施action處置PDCA循環(huán)

PDCACycle為游客傳遞更加優(yōu)質的服務價值improvecustomersatisfaction.全面質量管理

TotalQualityManagement全員參與的質量管理fullparticipation全過程的質量管理wholeprocess全面質量管理

TotalQualityManagementSenseofownership牢固樹立主人翁意識，參與質量改進活動Senseofownership全面質量管理

TotalQualityManagementProductquality,servicequality,engineeringquality產品質量、服務質量、工程質量等的持續(xù)改進Productquality,servicequality,engineeringquality全面質量管理與質量認證的相同點

SimilaritiesbetweenqualitycertificationandTQM都以提升質量滿足顧客需要為目的Improvingthequalitytomeetthe

needsofcustomers都要求質量體系貫穿于質量形成的全過程

Emphasisonprocessmanagement全面質量管理與質量認證的差異

DifferencesbetweenqualitycertificationandTQM

ISO質量認證以標準為中心，目的是維持標準現(xiàn)狀Standards-centricTQM全面質量管理以人為中心，目標是改變現(xiàn)狀People-centric本講小結SUMMARY郵輪服務質量控制Qualitycontrolofcruiseservice質量認證qualitycertification全面質量管理TotalQualityMana