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首页> 外文会议>2008 IEEE International Conference on Service Operations and Logistics, and Informatics（IEEE/SOLI’2008）（IEEE服务运作、物流与信息年会）论文集 >Research on the Customer Satisfaction Service System of Certification Body Based on the Practice of China Quality Certification Center
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Research on the Customer Satisfaction Service System of Certification Body Based on the Practice of China Quality Certification Center

机译：基于中国质量认证中心实践的认证机构客户满意服务体系研究。

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摘要

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.
机译：在市场经济和竞争环境下运作，作为提供认证服务的机构的中国质量认证中心（CQC）的理想运营模式是“客户满意度服务系统（CSSS）”，它需要客户满意度（CS）和为利益相关者创造更大的价值是其核心概念;基本的操作过程是“​​感官响应”型三部曲，具有“听，测量，解释，学习，改进，创新”的特点。基本组织形式是一种基于团队和组织学习的结构。内部运行机制是面向CS的激活，学习，改进和创新，以及文化上的协调和整合。提升CSSS的基本工具和措施是客户满意度的测量，分析和改进。CSSS提供了系统的思想模式为新时代认证机构的组织转型和管理创新。

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