结合ISO 9000品质管理系统与PZB缺口模式以达成顾客满意目标之整合方法
The aim of this study is to combine the designed structure of ISO 9001:2000 QMS and the analysis flow of PZB Gap Model. Related requirements of ISO 9001:2000 QMS were ”build-in” into the five gaps of the PZB Gap Model，during 3 phases，for the achievement of service quality. In phase 1，to identify Gaps by using PZB Gap Model as an analysis tool；In phase 2，we fill Gaps by applying ISO 9001:2000 clauses requirements；In phase 3，action are taken to close or narrow Gaps by developing SOP which can be followed by employees in accordance with ISO requirements suggested in phase 2. The integrated model and 3-phase transformation could be utilized as an effective and efficient tool to achieve customer satisfaction objective.
质量管理 体系结构 PZB缺口模式 顾客满意
廖仁傑 王偉華 潘忠煜
东海大学,工业工程与经营资讯学系,台湾,台中,40704;建国科技大学,工业工程与管理学系,台湾,彰化,500 东海大学,工业工程与经营资讯学系,台湾,台中,40704
国内会议
北京
中文
108-113
2009-05-14（万方平台首次上网日期，不代表论文的发表时间）