美国一位质量管理专家称,即将来临的21世纪为“质量世纪”。他的预言已成为最敏感的企业家的行动。现在,世界各国企业都已把推行质量标准当成追求高品质服务及优质产品的重要途径,把质量保证当成市场开发的重要内容。作为以运输服务为主体的航空运输业,实行服务质量标准化管理,大力提高服务质量,更是其应有之理。 A quality management expert in the United States said that the upcoming 21st century is “Quality Century.” His prediction has become the most sensitive entrepreneurial action. At present, enterprises all over the world have regarded the implementation of quality standards as an important way to pursue high-quality services and high-quality products, and regard quality assurance as an important part of market development. As the air transport industry with transportation services as the mainstay, it is even more appropriate that the quality of service should be standardized and managed to improve service quality.