质量管理——一个案例研究

Proceedings of 1994 IEEE International Engineering Management Conference - IEMC '94 Pub Date : 1994-10-17 DOI:10.1109/IEMC.1994.379954

P.A. Sardos

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引用次数: 1

摘要

在本文中，作者展示了通过在他的部门层面上实施全面质量管理，在电力公用事业客户服务方面取得的实际和可衡量的改进。为了满足消费者的需要，该部进行了重组，简化了程序和形式，对其工作人员进行了必要的培训，并与其他部门合作，设法克服超出其影响范围的问题。所有这些都是在执行部门日常工作的同时进行的，由于新思想的结果，其绩效指标不断改善

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Quality management-a case study

In this paper, the author shows the practical and measurable improvements in the service of electric utility customers achieved through the application of the total quality management initiated at his departmental level. In response to consumers' needs the department reorganises itself, simplifies procedures and forms, offers needed training to its personnel and cooperates with others to find ways to overcome problems beyond its sphere of influence. All this is carried out while the department is performing its daily routine work which, as a result of the new thought, is marked by continuous improvements in its performance indicators.<>

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Proceedings of 1994 IEEE International Engineering Management Conference - IEMC '94

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