本文選題：長春市 + 服務(wù)業(yè)��； 參考：《吉林大學(xué)》2015年碩士論文

【摘要】：在我國經(jīng)濟(jì)增速新常態(tài)下，服務(wù)業(yè)成為經(jīng)濟(jì)增長新引擎，而人們?nèi)找嬖鲩L的服務(wù)需求與服務(wù)質(zhì)量水平不高的矛盾，促使長春市服務(wù)業(yè)應(yīng)用先進(jìn)的質(zhì)量管理方法去指導(dǎo)服務(wù)組織提升服務(wù)質(zhì)量水平。精益六西格瑪作為一種新型的質(zhì)量管理思想，在服務(wù)業(yè)眾多行業(yè)中已經(jīng)被證明是成功的經(jīng)驗，它具有優(yōu)化流程，減少浪費，降低成本，消除變異的作用，在長春市服務(wù)業(yè)中推廣精益六西格瑪可以在產(chǎn)業(yè)結(jié)構(gòu)調(diào)整期，優(yōu)化長春市產(chǎn)業(yè)機(jī)構(gòu)，提升服務(wù)質(zhì)量水平，滿足人民服務(wù)需求，促進(jìn)長春市經(jīng)濟(jì)發(fā)展。如何設(shè)計一套適合于長春市服務(wù)業(yè)精益六西格瑪質(zhì)量管理流程變得迫切而有意義。 本文在文獻(xiàn)研究的基礎(chǔ)上，對理論知識進(jìn)行歸納總結(jié)，對比分析了國內(nèi)外服務(wù)業(yè)實施精益六西格瑪?shù)那闆r，結(jié)合長春市服務(wù)業(yè)服務(wù)質(zhì)量發(fā)展現(xiàn)狀，指出服務(wù)業(yè)實施精益六西格瑪質(zhì)量管理所面臨的挑戰(zhàn)，，分析了長春市服務(wù)業(yè)實施精益六西格瑪質(zhì)量管理的必要性。在SERVQUAL量表的基礎(chǔ)上，融合服務(wù)質(zhì)量內(nèi)容技術(shù)質(zhì)量指標(biāo)和精益指標(biāo)，建立了長春市服務(wù)業(yè)實施精益六西格瑪質(zhì)量管理流程服務(wù)質(zhì)量評價體系，運用層次分析法確定指標(biāo)權(quán)重，分析了長春市服務(wù)業(yè)直接實施精益六西格瑪質(zhì)量管理存在的問題，為長春市服務(wù)業(yè)實施精益六西格瑪質(zhì)量管理流程創(chuàng)新做鋪墊。接著通過建立精益六西格瑪流程框架，設(shè)計了長春市服務(wù)業(yè)實施精益六西格瑪質(zhì)量管理創(chuàng)新流程。最后用長春市商業(yè)銀行ATM機(jī)加鈔流程來實證本文核心精益六西格瑪質(zhì)量管理創(chuàng)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.
【學(xué)位授予單位】：吉林大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：F273;F719

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