长春市服务业实施精益六西格玛质量管理流程创新研究

发布时间：2018-05-07 18:19

本文选题：长春市 + 服务业　；参考：《吉林大学》2015年硕士论文

【摘要】：在我国经济增速新常态下，服务业成为经济增长新引擎，而人们日益增长的服务需求与服务质量水平不高的矛盾，促使长春市服务业应用先进的质量管理方法去指导服务组织提升服务质量水平。精益六西格玛作为一种新型的质量管理思想，在服务业众多行业中已经被证明是成功的经验，它具有优化流程，减少浪费，降低成本，消除变异的作用，在长春市服务业中推广精益六西格玛可以在产业结构调整期，优化长春市产业机构，提升服务质量水平，满足人民服务需求，促进长春市经济发展。如何设计一套适合于长春市服务业精益六西格玛质量管理流程变得迫切而有意义。本文在文献研究的基础上，对理论知识进行归纳总结，对比分析了国内外服务业实施精益六西格玛的情况，结合长春市服务业服务质量发展现状，指出服务业实施精益六西格玛质量管理所面临的挑战，，分析了长春市服务业实施精益六西格玛质量管理的必要性。在SERVQUAL量表的基础上，融合服务质量内容技术质量指标和精益指标，建立了长春市服务业实施精益六西格玛质量管理流程服务质量评价体系，运用层次分析法确定指标权重，分析了长春市服务业直接实施精益六西格玛质量管理存在的问题，为长春市服务业实施精益六西格玛质量管理流程创新做铺垫。接着通过建立精益六西格玛流程框架，设计了长春市服务业实施精益六西格玛质量管理创新流程。最后用长春市商业银行ATM机加钞流程来实证本文核心精益六西格玛质量管理创新流程框架。
[Abstract]:Under the new normal of China's economic growth, the service industry has become a new engine of economic growth, while the increasing demand for services and the low level of service quality are contradictory. To promote the application of advanced quality management methods to guide service organizations to improve service quality in Changchun. Lean six Sigma (Lean six Sigma), as a new quality management thought, has been proved to be a successful experience in many service industries. It has the function of optimizing process, reducing waste, reducing cost and eliminating variation. The promotion of Lean six Sigma in the service industry of Changchun can optimize the industrial organization, improve the service quality, meet the needs of the people and promote the economic development of Changchun during the period of industrial structure adjustment. How to design a set of Lean six Sigma quality management process for Changchun service industry becomes urgent and meaningful. On the basis of literature research, this paper sums up the theoretical knowledge, compares and analyzes the situation of implementing Lean six Sigma in the domestic and foreign service industry, and combines with the current situation of service quality development in Changchun. The paper points out the challenge of implementing Lean six Sigma quality management in service industry, and analyzes the necessity of implementing lean six sigma quality management in Changchun service industry. On the basis of SERVQUAL scale, combining the technical quality index of service quality content and lean index, the service quality evaluation system of implementing Lean six Sigma quality management process in Changchun service industry is established, and the index weight is determined by AHP. This paper analyzes the problems existing in the direct implementation of Lean six Sigma quality management in the service industry of Changchun, and paves the way for the innovation of the quality management process of lean six sigma in Changchun service industry. Then, through the establishment of Lean six Sigma process Framework, this paper designs the innovation process of quality management of lean six Sigma in Changchun service industry. Finally, the paper demonstrates the core Lean six Sigma quality management innovation process framework by using Changchun commercial bank ATM to add money.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：F273;F719

【参考文献】