Research on the Customer Satisfaction Service System of Certification Body Based on the Practice of China Quality Certification Center
Operating in the environment of market economy and competition,the ideal operation mode for China Quality Certification Center (CQC),as an institution providing certification services,is the Customer Satisfaction Service System (CSSS),which takes customer satisfaction (CS) and creating greater values for stakeholders as its core concept; the basic operating process is a sensed-responding type trilogy with listening and measuring-interpreting and learning-improving and innovating; the basic organization form is a kind of structure based upon team and organizational learning; and the internal operating mechanism is CS-oriented activation,learning,improvement and innovation,as well as the cultural coordination and integration.Fundamental tools and measures boosting the CSSS are the customer satisfaction measurement,analysis and improvement.CSSS has provided a systematic idea mode for the organization transformation and management innovation of certification bodies in the new era.
Service System Certification Customer Satisfaction Index
Yuntao Chen
School of Economics and Management Beijing Jiaotong University Beijing,P.R.China
国际会议
北京
英文
2008-10-12（万方平台首次上网日期，不代表论文的发表时间）