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“质量”一词,词条解释为“产品或工作的优劣程度”。过去一般理解比较狭窄,往往局限于工厂生产产品的好坏或合不合标准。随着社会进步,如今理解质量的范围要宽泛多了,仅就工厂来说,就不仅产品本身的质量,还包括着售后服务、跟踪服务、终身服务的质量如何,甚至可以说,产品质量以外的服务质量,其重要性超过产品本身。 提到服务质量,各行各业都有,概莫能外。过去理解也比较狭窄,不外乎点头微笑,说话有“谢谢、对不起、再见”之类。1995年两市、五部提出“50条忌语”,可以说有了进一步发展。最近一段时间,
The term “quality” is interpreted as “the degree of pros and cons of a product or job.” In the past, the general understanding was relatively narrow, and it was often limited to the quality of the products produced in factories or sub-standards. With the progress of society, the range of understanding quality is now much broader. For the factory alone, it is not only the quality of the product itself, but also the quality of the after-sales service, follow-up service, and lifelong service. It can even be said that the quality of the product is beyond The quality of service is more important than the product itself. When it comes to the quality of service, all walks of life have it. In the past, the understanding was relatively narrow. Nothing but a nod smile. There were words such as “thank you, sorry, goodbye”. In 1995, the two cities and five ministries proposed “50 taboos,” and it can be said that there has been further development. Recently,