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餐饮服务质量的管理
餐饮服务的优劣，直接影响着销售的结果。这里所说的优质服务，就是指服务质量的好坏。服务质量直接影响着销售结果，因此，它必将对餐厅和饭店的声誉、客源和经济效益产生重大影响。可以说服务质量的好坏决定了饭店的前途与命运，也直接关系到我国的政治声誉和旅游事业的前途。
对饭店所有员工不断地进行培训，特别是进行全员岗位职务培训，从服务知识、服务态度、服务技巧、职业习惯等方面来提高员工素质，是提高服务质量，提供优质服务，为顾客提供舒适的旅游环境的最佳途径。
1 餐饮服务质量
一个在经营上获得成功的餐厅，除了管理水平高、地理位置好、就餐环境优美、经营规模适度、经营策略灵活、食品饮料适销对路等因素外，更重要的是该餐厅的服务质量好。服务质量好的标志是为顾客提供使人心情舒畅的服务态度，高于他人的服务技巧和规范而优雅的服务方式。
服务质量就是指服务能满足服务需求的特性的总和。这里所说的服务是包含由餐厅为顾客所提供的有形产品和无形产品。而服务需求是指被服务者即顾客的需求。餐厅顾客的需求既有物质方面的，也有精神方面的，具体反映在顾客对食品饮料的价格、质量、卫生和服务是否及时、周到、热情、礼貌等要求上。
我们的服务工作能否满足顾客的需求，很大程度上取决于进行服务工作的人的水平和能力的发挥。即是由服务工作质量所决定的。
服务需求质量反映了顾客的要求。服务工作质量反映了为保证和提高需求质量而进行各方面工作的水平或能力。前者与后者的紧密结合构成了服务质量的完整概念。
2 提高服务质量的意义
提高餐饮服务质量，把精湛的烹饪技术与完美的服务艺术有机的结合，是餐厅赢得信誉的根本所在。在餐饮管理工作中确保制作质量和服务质量具有十分重要的意义。
2.1服务质量是饭店的生命线
所谓服务标准包括：设备设施水准、服务水准、管理水准。而这三个水准的高低与服务质量的优劣有着相同的内涵。事实上，国内外许多饭店的良好声誉与经营成功，无一不是靠饭店自身的服务质量所创造出来的。服务质量关系到国家和企业的声誉，关系到客源，关系到企业经济效益和经营的成功。这是当今旅游业特别重视服务质量的重要原因j
2.2 提高服务质量是竞争的需要
随着旅游业的发展，我国饭店也如雨后春笋般地建立起来。大家都处于同一个旅游市场，因此进行着激烈的竞争，所有饭店竞争的惟一目的是吸引宾客，增加经济收益。
竞争包含着不同的方面和不同的内容。它可以在地理位置、外观装饰、宣传广告方面进行，也可以在服务项目、商品推销、价格优惠等方面进行。但无论如何，饭店的竞争以质量竞争为首。谁能够为宾客提供全面的最佳服务，谁就能取得优势地位，谁就能招来更多的宾客。
旅游饭店的餐饮部门除了为住店宾客提供膳食和服务外，更多的服务对象是入店顾客，即本地区的非住店宾客。这些宾客虽然消费层次不同，但都是宴会和零餐的最大顾主，他们为餐厅经营带来了相当数量的收入。
人店顾客在年龄、职业、经济收入、教育水平、民族、宗教信仰、生活习惯上差异很大。分析顾客的消费心理，影响他们的选择，从而有效地进行销售活动，都有赖于服务质量的好坏。谁能够吸引住人店顾客，谁就能在竞争中稳操胜券，取得成功。因此，不断提高服务质量，不仅是竞争的需要，而且是在激烈的竞争中取胜所必备的重要条件。
2.3 服务质量的优劣是判断管理水平的重要标志
饭店管理的目标是利用本单位的人力资源、物资资源和信息资源为宾客提供第一流的服务，为国家赚取利润和外汇，并训练和培养一批高水准的从业人员和管理人才。
饭店的人力资源是最重要的资源。这是因为经营管理是一项复杂细致的工作，而服
务员的劳动对象是人不是物，商品仅仅是饭店顾客之间的中介物。我们说的：饭店生产的商品最终是人对人的工作，这就是服务。有良好的服务才能招来并留住顾客，而顾客是企业生存和发展的基础和条件。被誉为“饭店之父”的斯塔特勒就：“饭店出售的商品只有一个，那就是服务。”因此，饭店管理者总是在开发人力资源上花大力气、下大功夫做好工作。
饭店工作以提高服务质量为中心。要提高服务质量，必须使管理的各种职能充分发挥作用并互相配合才能达到目的。服务质量的提高有赖于计划、业务、设备、物资、人事、财务等方面工作的配合，所以说服务质量是饭店管理的综合反映，从服务质量的优劣上，可以判断饭店管理水平的高低。
3 餐饮服务质量的内容
我们知道，酒店出售的商品有别于一般市场上的商品。它是通过固定的有形设施和服务员热情周到的无形服务相结合来体现其价值的。
在有形设施上，要为顾客提供优美、舒适的就餐环境，质价相符的精美膳食；在无形的服务上，则在“情”字上下功夫，作到热情、友好、好客、相助。有形设施和精美食品虽然是为顾客提供的基本物质基础，然而要提供一流水平的服务，则只有通过服务员的精心工作、热情服务和熟练的服务技术技巧去体现和完成。
3.1 餐饮服务质量的特点
服务是无形的，无法象有形产品那样定出一系列数量化的标准。但我们可以根据顾客对酒店服务的共同的、普遍的要求对服务质量的特点进行分析，进而有针对性地采取相应措施，加强管理，实现优质服务。一般认为，服务质量有下述四个显著特性。
(1)综合性
餐饮服务是一个精细复杂的过程，而服务质量则是餐饮管理水平的综合反映。它的实现有赖于餐饮计划、餐饮业务控制、设备、物资、劳动组合、餐饮服务人员的素质、财务等多方面的保证。
(2)短暂性
餐饮产品现生产、现销售，生产与消费几乎同时进行。短暂的时间限制对餐饮管理及餐饮工作人员的素质是一个考验。能否在短暂的时限内很好地完成一系列工作任务，也是对服务质量的一种检验。
(3)关联性(也称协调性)
从饮食产品生产的后台服务到为宾客提供餐饮产品的前台服务有众多环节，而每个环节的好坏都关系到服务质量的优劣。这众多的工序与人员只有通力合作、协调配合，发挥集体的才智与力量，才能够保证实现优质服务。
(4)一致性
这里说的一致性是指餐饮服务与餐饮产品的一致性。质量标准是通过制定服务规程这个形式来表现的，因此服务标准和服务质量是一致的。即产品质量、规格标准、产品价格与服务态度均保持一致。
3.2 餐饮服务质量的内容
餐饮服务质量包含两方面的内容，即餐厅的设施条件和服务水平。这里着重讨论服务质量的无形内容。
根据宾客需要配齐和增添新的设备，改善就餐条件，美化就餐环境和就餐气氛是提供餐饮服务和提高餐饮服务质量的物质基础。而服务水平则是检验服务质量的重要内容。餐饮服务水平主要包括：礼节礼貌，服务态度，清洁卫生，服务技能技巧，服务效率等方面。
(1)礼节礼貌
礼节礼貌在整个服务工作中是很重要的。
礼貌是人与人之间在接触交往中，相互表示敬重和友好的行为规范，它体现了时代的风格与道德品质。礼节是人们在日常生活和交际场合中，相互问候、致意、祝愿、慰问以及给予必要的协助与照料的惯用形式。礼节是礼貌的具体表现。
饭店中的礼节礼貌，则是通过服务人员的语言、行动或仪式来表示对宾客的尊重、欢迎、感谢和表达谦逊、和气、崇敬的态度和意愿。
一个优秀的餐厅服务员要注重仪容仪表，服装发型，使用敬语，讲究形体动作、举止合乎规范。要时时、事事、处处表现出彬彬有礼，和霭可亲，友谊好客的态度，给宾客一种如归之感。
(2)服务态度
整个餐饮销售过程，从迎宾到就餐，直到送走宾客，自始至终一直伴随着服务员的服务性劳动。作为服务员，不仅要担任出售食品的技术性劳动，还要把服务性劳动作为本身主要的职责。
服务员为顾客服务的过程，首先是从接待开始的。通常顾客对服务员的印象先来自服务
员的外表，再来自服务员的语言、手势、举止等。服务员要用良好的服务态度去取得顾客的信任与好感，从双方开始接触就能建立起友善的关系。因此，我们说良好的服务态度是进一步作好服务工作的基础，是贯彻“宾客第一”和员工有无“服务意识”的具体表现。
在饭店管理中特别注重处处体现出“服务意识”，并且不断地灌输给所有员工，使之形成一种思想，一种下意识，并融人职业习惯，作为工作中的指南。
要遵循顾客的心理规律，采取相应的服务措施，从而保证服务质量的不断提高。
在餐厅工作中，要体现良好的服务态度应做到以下几点：
①微笑，问好，最好能重复宾客的名字。
②主动接近宾客，但要保持适当距离。
③含蓄、冷静，在任何情况下都不急躁。
④遇到宾客投诉时，让他发泄。最好是请其填写宾客意见书。如果事实证明是我们错了，应立即向宾客道歉并改正。
⑤遇有宾客提出无理要求或宾客错了，只需向宾客解释明白，不要要求宾客认错，坚持体现“宾客总是对的”。
⑥了解各国各阶层人士的不同心理特征，提供针对性服务。
⑦在时间上、方式上处处方便宾客，并在细节上下功夫，让宾客感到服务周到。
希尔顿酒店联号的创始人希尔顿先生的治业三训——勤奋、自信、微笑中，对服务态度是十分重视的。而驰名世界的麦克唐纳快餐联号的总裁克拉克先生，把“微笑、热情、干净”看作是“达到企业旺盛的诀窃”。
这些成功者的经验，应该给我们以深刻的启迪。
(3)清洁卫生
餐饮部门的清洁卫生工作要求高，体现着经营管理水平，是服务质量的重要内容，必须认真对待。首先要制定严格的清洁卫生标准，这些卫生标准包括：
①在厨房生产布局方面，应有保证所有工艺流程符合法定要求的卫生标准；
②餐厅及整个就餐环境的卫生标准；
③各工作岗位的卫生标准；
④餐饮工作人员个人卫生标准。
其次，要制定明确的清洁卫生规程和检查保证制度。清洁卫生规程要具体地规定设施、用品、服务人员、膳食饮料等在整个生产、服务操作程序中各个环节上为达到清洁卫生标准而在方法、时间上的具体要求。
在执行清洁卫生制度方面，要坚持经常和突击相结合的原则，做到清洁卫生工作制度化，标准化，经常化。
(4)服务技能技巧与服务效率
服务员的服务技能和服务技巧是服务水平的基本保证和重要标志。如果服务人员没
有过硬的基本功，服务技能技巧不高，那么，既使你的服务态度再好，微笑得再甜美，宾客也只会热情而有礼貌地拒绝。因为，顾客对这种没有服务质量和实际内容的空洞服务是不需要的。
服务效率是服务工作的时间概念，是提供某种服务的时限。它不但反映了服务水平，而且反映了管理的水平和服务员的素质。它是服务技能的体现与必然结果。
消费心理表明，就餐顾客对等候是最感到头痛的事情。等候会抵消我们在其它服务方面
所作出的努力，稍长时间的等候，甚至会使我们前功尽弃。、
为此，在服务中一定要讲究效率，尽量缩短就餐宾客的等候时间。缩短候餐时间，是客我两便的事情，顾客高兴而来，满意而去，餐厅的餐位利用率提高，营业收入增加。
餐饮部门有必要对菜食烹制时间、翻台作业时间、顾客候餐时间作出明确的要求和规定，并将其纳入服务规程之中。在服务人员达到一定的时限标准后，再制定新的、先进合理的时限要求来确定效率标准。
餐厅应该把尽量减少甚至消灭等候现象作为服务质量的一个目标来实现。
4 餐厅主管的管理职能
在饭店中介于部门经理和领班之间的主管有多种称呼，有的饭店叫管理员，有的饭店叫总领班。有的饭店又把主管叫做餐厅主任或餐厅经理。餐厅主管的任务是在餐饮部经理领导之下，负责餐厅的日常工作。
根据饭店的等级和规模，餐饮部一般设置一名或多名主管。设置主管的原则是：凡已形成一定经营规模，服务人员多于一个班组，而又要独立工作的地方如餐厅、咖啡厅、宴会厅、自助餐厅、夜总会、厨房等部门，都可以设置主管。主管在组织系统中是一个承上启下，连结管理与服务的重要角色，其管理职能有以下几个方面。
1、督导
督导、指导员工按规程完成接待任务。督导的面很广，从接待服务规格到员工的仪表仪容，从清洁卫生到工作纪律都在其管辖范围之内。优秀的主管是在不间断的巡视之中实现这一管理职能的。
2、沟通
主管是饭店的基层干部，在顾客面前他们代表饭店，在员工面前他们代表上级主管，在上级主管面前他们则代表着员工。主管是饭店管理体系中一个非常重要的角色。因此，主管必须具有善处人际关系，处事应变的能力和解决日常业务中突发事件的能力。
3、协调
餐厅的工作与其它部门密切相关。餐厅为了促进销售和业务发展，需要得到如厨房、前厅、客房、工程维修等部门的配合与支持。因此，餐厅主管必须具有较好的横向联系能力和协调能力。
4、计划与实施
餐厅主管配合餐饮部经理拟定各项计划，并负责具体的组织实施。主管要合理调度和安排员TI作，组织并领导餐厅接待服务，为贯彻饭店和高层主管的经营决策，为执行饭店的各项规章制度与员工一起工作在第一线，对所有工作都应作出具体的安排。
5、控制
餐厅主管的控制职能主要表现在：掌握餐厅各项业务工作，并使之按程序、按规格正常地开展和进行；对开餐前后各环节的人力资源、物资和经营信息进行支配、节制和调节；对违犯服务规程和店规店纪的人与事进行纠正和处理，确保为顾客提供优质服务。
6、培训
饭店的培训工作，宏观上由培训部负责，但对服务员的培训更多地是由部门自己进行。主管就是培训员工的教师，他应该懂得培训的方法，对服务知识(knowlede)，服务态度(mltude)，服务技巧(skill)，职业习惯(lablt)应有深刻的理解，并能给员工作出榜样。凡要求员工应达到的各项服务标准，都能准确地示范和作出圆满的解释。
7、激励
主管应努力工作，用自己的行为举止为下属树立良好的榜样。利用安排工作、实施计划、日常交往等机会，随时引导、激发下属的积极性和创造性，挖掘员工的潜力，发挥其优势，多表扬少责备，从而产生一种有利于培养企业精神的凝聚力。
8、评估
主管身先士卒，工作在第一线，对餐饮产品质量和员工的工作表现应有充分的了解。在一定的阶段如每月、每季、每年，应能对所属员工的职业道德水平、服务水平等作出合乎实际情况的公正评价，并能以此作为对员工进行奖、惩、升、降的依据。
The Administration of Restaurant’s Service Quality
Source: Asian Case Research Journal (ACRJ)
The restaurant serves superior or inferior, immediately will effect its sale results .What is the teaching high grade services here means to point out those quality good or bad .That the service quality is directly affects the sale kills, hence, It will surely be to the fame, guest source and economic results come into being the great effect in dining room and hotel. Good or bad may persuade the business quality is resolved the future together with fate in the hotel, also directly affected political fame and tourism undertaking of our country future.
All personnel continuously cultivate to the hotel, particularly carrying on the duties in Quant Yuan post cultivate, through serve information, attitude in greeting on guests , service techniques, personnel's quality come to lift to the respects such as profession customs and so on, is lifting service quality, supply the high grade service, supply the optimum method of cozy tourism environment in the interest of shopper .
ⅠThe meaning of restau rant’s service quality
One is living that the management up obtained successfully the dining room, it is tall except for the administration level, geographical position is good, eating is great , the environment is fine, management scale moderate degree, The management is tactfully agile, outside the elements such as the food beverage is marketable and so on. The more significant is that service quality in that dining room is good .The good sign of service quality is in the interest of shopper supplying causing the attitude in greeting on guests that man's mood is entirely free from worry, be more than other people service technique and norm but the graceful service mode.
The service quality is the total that the demand property is served to meet to serve by the fingers.
The teaching service is embodying acting as visible produce that shopper supply and invisible produce through the dining room there.
But serving the demand is by the immediately future demand of shopper service person's .The demand of dining room shopper as possess substance respect, also there is essence respect, the concrete reflection is living , and shopper adjust food beverage price, quality, without delay whether the health with is served, it is considerate, warm-hearted, that the politeness await requires .
Whether our service work is meeting the demand of shopper, being decided by in the very great degree serves the brining into play of level and capability of work man .In immediate future is work quality resolution through serve.
Serving the demand quality made known the demand of shopper.
Serving the work quality made known in the interest of the guarantee and the raise demand quality but carries on various sides work level either capability .That the former inseparable combination against the latter constituted service quality integrated approximately attends school.
Ⅱ Lift the service quality sense
Lifting meal drinks service quality, Exquisite culinary art technique together with consummate service organic combination of art, It is the fundamental location that credit was wined in the dining room .The meal being living is guaranteed that manufacturing quality and service quality have the fully significant sense in drinking to administer work.
A The service quality is the life blood in hotel
It is so-called ：Installation facilities standards, Service standard, Administration standard .But this the three standard height possess the same connotation against the service quality superior and inferior .As a matter of fact, The well fames of much hotels of home and abroad are succeeded against the management, Does not there is not one production not being service quality near the hotel oneself what comes out .The service quality affects country and the business fame, Affect the guest source, Affect business economic results and the management success .This is the significant reason J of tourism particularly high opinion at present service quality
B Lifting service quality is the contest necessaries
In the wake of the tourism development, Also same as establishes like rain the queen bamboo shoots in our country hotel .All wholly is in identical tourism marketplace, Hence carrying on the intense contest, The most sole aims of all hotel contests are drawing visitors, Add the economic profit .
The contest is embodying difference respect and the difference substance .It may be living in the geographical position, Exterior ornament, The propaganda advertisement respect is underway, Also may be living serve the item, Goods are marketed, The respects such as price is favorable and so on are underway .At any rate yet, The contest of hotel is with the quality contest headed by .Who can be in the interest of visitors supply the optimum comprehensive service, Who be able to acquire the preponderance position, Who be able to enlist even more visitors .
Meal in tourism hotel is drink the department except for supplies the food with serving in the interest of visitors in store residing, Even more customers are into shopper in store, In immediate future this the area non- store accommodating visitors .Although these visitors consume the step difference, Yet wholly is the largest test client of feast and fragmentary meal, They operate bringing the appropriate amount revenue in the interest of the dining room.
Shopper in man store is living age, Profession, Economy revenue, Education level, Nationality, Religious belief, Divergence is very great on the habits and customs .Analyze the consumption psychology of shopper, Their selection affect, Thereby effectively market the maneuver, Wholly rely on good or bad to service quality .Who can draw accommodating shopper in man store, Who be able to be living firm behavior’s confidence in victory in the contest, Acquire successfully .Hence, Continuously lift service quality, They not merely are the contest necessaries, But also is being living the significant term certainly get ready in the intense contest scoured a success .
C The superior and inferior of service quality is the significant sign that the level administered in the judgment
The target that administer in the hotel is the human resource that utilizes native unit, Goods and materials resources and the information’s resource supply the first-class service in the interest of visitors, In the interest of the country earns gets profit and foreign exchange, Moreover drill and foster the one crowd high standard employed and administration a talented person.
Resources that the human resource of hotel is the most significant .That this is for the business administration is a complex meticulous job, But the subject of labor of attendant is that man is not the matter, The goods merely are the intermediary matters between the shopper of hotel .We what say ：The goods that gives birth to in the hotel finally are the work to man of man, This is served quite right .Possess the well service can enlist remains shopper, But shopper is base and term that the business exists and the development .Praised “Pa of hotel ”The particular lox of this p agoda ：“The goods that offer for sale in the hotel have only one, That is served quite right.” Hence, Administration person in hotel always is living to open up to expend great strength on the human resource, down great skill good work was act.
The hotel is deed takes raise service quality as the heart .Lift service quality, Have to cause the different functions of administration sufficiently bring into play the action coordinates mutually to attain the aim .The raise of service quality relies on to the shame, Professional work, Installation, Goods and materials, Occurrences in human, Respect work such as financial affairs and so on adoptions, Therefore persuading the business quality is that the hotel administration synthesis makes known, On the service quality superior and inferior, The height that the level was administered in the hotel may be decided .
Ⅲ The restaurant’s service quality substance
We realize, The goods that offers for sale in the public house have difference the goods the ordinary marketplace on .Its considerate by means of the settled admittedly visible facilities as attendant's warm-heartedness invisible service one another unite displays such value .
Be living on the visible facilities, Will be in the interest of shopper supplies finely, Cozy environment easing, Elegant food that the character price tallies with ；Be living on the invisible service, Piece be living “Affection ”Character old and young skill, Act as up warm-heartedness, It is amicable, Keep open hous e, Come to sib’s help .Although the visible facilities are the fundamental materials base which supplied in the interest of shopper with elegant food, However supply the classic level service, Piece merely by means of doing painstakingly of attendant, Embodiment and completing are leave to service technique that the warm-heartedness was served with practiced .
A The meal is drink the service quality distinguishing feature
The service is invisible, Can not map out such as the visible produce the a series of ammonization criterions .Yet we may be common on the basis of what shopper served to the public house, The distinguishing feature to service quality of general demand is analyzed, Take the relevant step and then possessing in view of the quality, Strengthen administration, The realization high grade is served .Ordinarily think, The service quality possess following
four marked property.
(1)Comprehensiveness
It is a fine complex process that the meal is drink the service, But the service quality is that the meal is drink administering the level synthesis to make known .That its realization relies on drinks the shame to meal, The meal is drink professional work control, Installation, Goods and materials, Labor combination, The meal is drink serving the quality of personnel staff, Many-sides such as financial affairs and so on guarantees.
(2)Transient quality
The meal is drink the produce to give birth to current, Market current, Giving birth to nearly is underway moreover against consumption .To meal is drink administration and meal quality drinking work personnel staff to the transient time limit are trials .Whether is living transiently time limit inner place very a series of work missions of good the earth completing, It also is one kind of inspection to service quality.
(3)Guan leaning’s (also calling harmonization quality)
Behind-the-scenes backers through diet produce manufacture serves up supplies numerous segments of proscenium service that the meal is drink the produce in the interest of visitors, But every one segment good or bad wholly affects the service quality superior and inferior .This numerous workman's sequence is merely make a concerted effort against personnel staff, Harmonization coordinates, Collective ability and in diligence together with force are brought into play, Can sufficiently guarantee achieving the high grade to serve .
(4)Compatibility
The compatibility which talk here is that the meal is drink to serve together with the compatibility that the meal is drink the produce .The quality standard express by means of formulation service regulation this shape, Hence serving standard sum service quality unanimously .In immediate future the produce quality, Standard criterion, Produce price all maintains unanimously against the attitude in wafting on guests.
B The meal is drink the service quality substance
The meal is drink the substance that the service quality embodies two respects, In immediate future the dining room facilities conditional sum services level .Emphasize here the invisible substance of discussion service quality.
On the basis of visitors need to match somebody with somebody is flush with increase fresh installation, The term is eat in the improvement, Beautify that the easing environment surrounding feeling is with easing supplies meal is drink to serve and raise meal is drink the service quality material base .But the service level is the significant substance to examine service quality .The meal drinks the service level chiefly consisting of ：Etiquette politeness, Attitude in wafting on guests, Clean health, Serve the skill technique, Serve the respects such as effectiveness and so on .
(1)Etiquette politeness
The etiquette politenesses are living, and entire service in the work be very significant.
During the politeness are being living to contact to be in contact with between man together with man, Express reciprocally to revere and the amicable action norm, It displays age style together with moral character .The etiquette is that people are living in everyday life and the communication situation, Extend greetings to reciprocally, Give regards, Wish, Expressing sympathy along with offers indispensability help together with customary shape
of attention .The etiquette is the concrete conducts of politeness .
Etiquette politeness in the hotel, Piece is by means of the language serving personnel staff, The respect to visitors is come to express to operation either rite, Welcome, Be grateful to unassumingly as show, Kindness, Bearing and desire esteeming .
Excellent dining room attendant will lay stress on the appearance bearing, Dress hair style, The tongue is esteemed in the use, Pay attention to the shape movement, The manner corresponds to the norm .Will be constantly, Everything, Express out urbanely here and there, And the haze is affable, Bearing that the friendship is keep open house, To visitors one kind like the feeling going back.
(2)Attitude in wafting on guests
Entire meal is drink the sale process, Through receives visitors up eat, Until send away visitors, Accompany always all the way the service labor of attendant .As attendant, Not merely will act as offers for sale the of a technical nature labor of food, Still will do worthwhile the service labor in itself the main responsibility .
Attendant served the process in the interest of shopper, First of all start through reception .The impression first-come that usually shopper adjust attendant since is served .The exterior of member, Originate the language of attendant again, Sign, Manners and so on .Attendant will employ trust together with favorable impression that the well attitude in wafting on guests was acquired shopper, Through the two parties starts contacting be able to establish the friendly relationship .Hence, We say that the well attitude in wafting on guests is acting as the base well to serve work further, Is implementing “Visitors first ”Have or not with personnel “Serve consciousness ”The concrete conduct .
Being living in the administration of hotel particularly to lay stress on displays here and there “Serve consciousness ”, Moreover continuously inculcate to all personnel, Causes takes shape one kind of idea, One kind of sub consciousness, Moreover thaw man's profession to be used to, As the guidebook in the work .
Follow the psychology regular pattern of shopper; Take the relevant service step, Thereby guaranty service quality continuously raises.
Be living in the work of dining room, Displaying the well attitude in wafting on guests ought to complete be lowly ：
①Smile, Say hello to, the name of visitors had better be duplicated.
②Initiatively be close to visitors, yet maintain the proper distance.
③Embody, Soberly, It is not irascible to be living below whatever situation.
④When encountering visitors to appeal, Allow him give vent to .Had better ask such to write the visitors' idea book .In case the fact proof is that we were wrong, Ought to revise to visitors' apology at once .
⑤Meeting visitors proposes unreasonably requiring either visitors were wrong, Merely require to expound realizing know to visitors, Not require visitors to acknowledge a mistake, Persevere in uphold embodiment “Visitors are always correct”.
⑥Comprehend the distinct psychology features of every state nation every stratum public figure, Supply in view of the quality service.
⑦Is living time on, Make things convenient for visitors in the means here and there, Moreover is living particulars old and young skill, Allow visitors sense providing good service .
Scarce you pauses public house antithetical couplet sign originator scarce you pauses governing trade three models of Mr. ——It is assiduous, It is self-confident, In smile, Fully value to the attitude in wing on guests .But well-known world barley gram Tang Na fast food antithetical couplet sign chief executive officer carat gram Mr., Grip “Smile, Warm-heartedness, Cleanly” Regarded as “Attaining the exuberant ticks of the trade of business pilfers”.
The experience of these persons succeeding, Us should be give inspiring with profound.
(3)Clean health
It is tall that the meal is drink the clean health work demand of department, The business administration level display, It is the significant substance of service quality, Have to conscientiously approach .First of all draw up the rigorous clean hygiene standard, These hygiene standards consist of ：
①The manufacture distribution respect in kitchen is living, The hygiene standard that all technological processes accord with the legal demand ought to be guaranteed ；
②Dining room and entire easing environment hygiene standard ；
③Hygiene standard of every job ；
④The meal is drinking work personnel staff individual's hygiene standard.
Secondly, Drawing up the clear-cut clean health regulation guarantee the system with the check .The clean health regulation is asked for concretely to regulate the facilities, Articles, Serve personnel staff, The food beverages await that entire manufacture is living, The means is living in the interest of attaining the clean hygiene standard in every segment in the service operation sequence, Concrete demand on time .
Being living carries out the clean health system respect, Persevere in uphold the rule that constantly one another unites with assaulting, Complete the clean health working systemization, Standardization, Constantly dissolve .
(4)Serve skill technique together with service effectiveness
That the service skill of attendant is the service level with the service technique guarantee essentially and the significant sign .In case serving the basic skill that personnel staff are not have a perfect mastery of, It is not tall to serve the skill technique, In that way, As causing that your attitude in wafting on guests is good again, Smile lusciously again, The visitors also merely be able to warm-heartedness but possess courteously decline .Therefore, Shopper does not there is the cavity with the actual substance of service quality not to need to serve to this kind .
Serve the effectiveness to be serve work time approximately attends school, Is supplies some services time limit .Not only it marked known the service level, But also make known the quality of administration level and attendant .It is that the embodiment serving skill is kill against necessity .
Consumption psychology makes known, The shopper easing adjust and awaits to be the matter to sense the headache most .Awaiting be able to sustain to vanish , we are living else service respect Effort which make, Elder a bit time awaits, Even to the extent that be able to cause we all one's previous efforts are wasted .
For this reason, Surely pay attention to in being living to serve the effectiveness, The visitors to the full cutting down to eat await time .Cuts down season meal time, Is guest I what make things easy for both matter, shopper is happy to and comes, It is satisfactory
but leaves. The meal of dining room a utilization ratio is lifted, Doing business, the revenue adds.
Meal drinks the department possess indispensability eats cooking in water to greens the system time, Turns around task time, shopper awaits meal time makes clear-cut demand and stipulation, Moreover by such fits into among the service regulation .Being living serves personnel staff to attain specified time limit criterion queen, Draw up again newly, Well-developed rightful time limit requires fixes the effectiveness criterion.
The dining room should be decreased even to the extent that to the full to die out to await the appearance to do worthwhile the service quality target to achieve.
Ⅳ Administration function that is in charge of in the dining room
Being living in the hotel possess much kinds of forms of address between the person in charge between department director and the head a work group, Manager is called in some hotels, egad a work group is invariably called in some hotels .Some hotels are known as the person in charge dining room head either dining room director once more .The mission that is in charge of in the dining room is at meal drinking below the part director leadership, Be in charge of the everyday work of dining room .
On the basis of hotel rank and scale, The meal is drink that the ministry ordinarily puts up the one either much person in charge .The rule that the installation was in charge of is ：The specified management scale take shape altogether, Far more serve personnel staff to the teams and groups, With the space asking for the autonomous working like the dining room, Coffee hall, Banquet hall, Self assists the dining room, Cabaret, Departments such as kitchen and so on, Wholly may put up the person in charge .It is carrying on one that the person in charge is living in the organization system, Even knit the significant part against serve of administration, Such administration function possess below several respects .
1、Inspector
Inspector, Guide personnel to complete the reception mission according to the regulation .Inspector is very vast, Bearing appearance from the reception service standard to personnel, Through the clean health up the work discipline wholly is living such Guan Xiao’s limit .Achieve this administration function among the tour that the excellent person in charge is living not to be interrupted.
2、Link up
The person in charge is a cadre at the basic level in hotel, Being living in front of the shopper, they stand for the hotel, Being living in front of the personnel, they stand for higher level to be in charge of, The higher level being living is in charge of them in front piece to stand for personnel .The person in charge is that extraordinary significant part is administered in the setup in the hotel.
Hence, The person in charge have to has conducting oneself well interpersonal relationships, Attending to business in the everyday professional work of capability meeting an emergency with resolves dashes forward to deliver the event capability .
3、Harmonization
The work of dining room is builder close links the correlation against else
departments .The dining room is in order to accelerate sale and professional work to develop, Need to obtain like the kitchen, Vestibule, Guest room, Departments such as project maintenance and so on adoption together with support .Hence, The person in charge in dining room have to have better horizontal touch capability and the harmonization capability.
4、The shame against is implement
The dining room is in charge of coordinating meal to drink a director to work out various shame, Moreover the responsible concrete organization implements .The person in charge will reasonably dispatch and arrangement person TI acts as, The organization leads the dining room to admit serving, The management decision of strategic importance which is in charge of with higher level in the interest of implementing the hotel, Do in company in the front line in the interest of various rules and regulations carrying out the hotel against personnel, Wholly ought to make the concrete arrangement to all work .
5、Control
Main expressing of control function that is in charge of in the dining room be living ：Mastering various professional work of dining room dos, Moreover cause it according to the order, Regularly launch and is underway according to the standard ；Go fifty-fifty about the meal every the segment human resource, Goods and materials and management message is allocated, Check and regulates; Put right and handle to man's accompaniment infringing the discipline in service regulation and store dividers store, hopper guarantees in the interest of supplying the high grade service.
6、Cultivate
Cultivating work in hotel, Macroscopic going up is in charge of through the ministry cultivating, et to cultivating of attendant even more is being underway through the department self .
The person in charge is a tutor who cultivates personnel, He should comprehend the means which cultivated, To serve information ( knowledge), Attitude in waiting on guests ( Mature ), Serve technique ( Skill), The profession is used to (labels ) and ought to be possess profound understanding, Moreover model be able to be make to personnel .Require altogether the various service criterion that personnel ought to attain, wholly the tactful interpretation be able to be accurately demonstrated and make .
7、Excitation
The person in charged ought to work hard, e action manner in the way of self establish well model in the interest of subordinate .Utilize the arrangement to do, starting plan, opportunity such as everyday contact and so on, guide at all times, stimulate initiative and the creativity of subordinate, unearth the latent capacity of personnel, bring into play such preponderance, the multiplies is made known and is a moment blamed, thereby come into being one kind of cohesion that is favor of fastening business essence .
8、Assess
Person in charged charges at the head of one's men, the work is living in the front line, drink the produce quality to express and possess the sufficient comprehension to meal with the work of personnel .Is living surely phase as per month, per season, each year, ought to be to the profession morality levels of what is affiliated with personnel, the service level awaits to make to conform to the actual situation the fair rating of situation, moreover be able to praise to personnel with this is deed worthwhile, penalize, liter, foundations dropping.
Inventory management Inventory Control On the so-called "inventory control", many people will interpret it as a "storage management", which is actually a big distortion. The traditional narrow view, mainly for warehouse inventory control of materials for inventory, data processing, storage, distribution, etc., through the implementation of anti-corrosion, temperature and humidity control means, to make the custody of the physical inventory to maintain optimum purposes. This is just a form of inventory control, or can be defined as the physical inventory control. How, then, from a broad perspective to understand inventory control? Inventory control should be related to the company's financial and operational objectives, in particular operating cash flow by optimizing the entire demand and supply chain management processes (DSCM), a reasonable set of ERP control strategy, and supported by appropriate information processing tools, tools to achieved in ensuring the timely delivery of the premise, as far as possible to reduce inventory levels, reducing inventory and obsolescence, the risk of devaluation. In this sense, the physical inventory control to achieve financial goals is just a means to control the entire inventory or just a necessary part; from the perspective of organizational functions, physical inventory control, warehouse management is mainly the responsibility of The broad inventory control is the demand and supply chain management, and the whole company's responsibility. Why until now many people's understanding of inventory control, limited physical inventory control? The following two reasons can not be ignored: First, our enterprises do not attach importance to inventory control. Especially those who benefit relatively good business, as long as there is money on the few people to consider the problem of inventory turnover. Inventory control is simply interpreted as warehouse management, unless the time to spend money, it may have been to see the inventory problem, and see the results are often very simple procurement to buy more, or did not do warehouse departments . Second, ERP misleading. Invoicing software is simple audacity to call it ERP, companies on their so-called ERP can reduce the number of inventory, inventory control, seems to rely on their small software can get. Even as SAP, BAAN ERP world, the field of
零售企业营销策略中英文对照外文翻译文献(文档含英文原文和中文翻译)
译文： 零售企业的营销策略 Philip Kotlor 今天的零售商为了招徕和挽留顾客，急欲寻找新的营销策略。过去，他们挽留顾客的方法是销售特别的或独特的花色品种，提供比竞争对手更多更好的服务提供商店信用卡是顾客能赊购商品。可是，现在这一切都已变得面目全非了。现在，诸如卡尔文·克连，依佐和李维等全国性品牌，不仅在大多数百货公司及其专营店可以看到，并且也可以在大型综合商场和折扣商店可以买到。全国性品牌的生产商为全力扩大销售量，它们将贴有品牌的商品到处销售。结果是零售商店的面貌越来越相似。 在服务项目上的分工差异在逐渐缩小。许多百货公司削减了服务项目，而许多折扣商店却增加了服务项目。顾客变成了精明的采购员，对价格更加敏感。他们看不出有什么道理要为相同的品牌付出更多的钱，特别是当服务的差别不大或微不足道时。由于银行信用卡越来越被所有的商家接受，他们觉得不必从每个商店赊购商品。 百货商店面对着日益增加的价格的折扣店和专业商店的竞争，准备东山再起。历史上居于市中心的许多商店在郊区购物中心开设分店，那里有宽敞的停车场，购买者来自人口增长较快并且有较高收入的地区。其他一些则对其商店形式进行改变，有些则试用邮购盒电话订货的方法。超级市场面对的是超级商店的竞争，它们开始扩大店面，经营大量的品种繁多的商品和提高设备等级，超级市场还增加了它们的促销预算，大量转向私人品牌，从而增加盈利。 现在，我们讨论零售商在目标市场、产品品种和采办、服务以及商店气氛、定价、促销和销售地点等方面的营销策略。 一、目标市场 零售商最重要的决策时确定目标市场。当确定目标市场并且勾勒出轮廓时，零售商才能对产品分配、商店装饰、广告词和广告媒体、价格水平等作出一致的决定。如沃尔玛的目标市场相当明确：
企业成本控制外文翻译文献(文档含英文原文和中文翻译)
译文： 在价值链的成本控制下减少费用和获得更多的利润 摘要： 根据基于价值链的成本管理理念和基于价值的重要因素是必要的。首先，必须有足够的资源，必须创造了有利的价值投资，同时还需要基于客户价值活动链，以确定他们的成本管理优势的价值链。其次，消耗的资源必须尽量减少，使最小的运营成本价值链和确保成本优势是基于最大商业价值或利润，这是一种成本控制系统内部整个视图的创建和供应的具实践，它也是一种成本控制制度基于价值链，包括足够的控制和必要的资源投资价值的观点，创建和保持消费的资源到合理的水平，具有价值的观点主要对象的第一个因素是构造有利的价值链，从创造顾客价值开始；第二个因素是加强有利的价值链，从供应或生产客户价值开始。因此它是一个新型的理念，去探索成本控制从整个视图的创建和供应的商品更盈利企业获得可持续的竞争优势。 关键词：成本控制，价值链，收益，支出，收入，成本会计 1、介绍 根据价值链理论，企业的目的是创造最大的顾客价值；和企业的竞争优势在于尽可能提供尽可能多的价值给他们的客户，作为低成本可能的。这要求企业必须首先考虑他们是否能为顾客创造价值，和然后考虑在很长一段时间内如何创造它。然而，竞争一直以“商品”（或“产品”）作为最直接的载体，因此，传统的成本控制方法主要集中在对“产品”和生产流程的过程。很显然，这不能解决企业的问题，企业是否或如何能为客户创造价值。换句话说，这至少不能从根本上解决它。 因此，企业必须首先投入足够的资源，以便他们能够创建客户值取向，然后提供它以最少的资源费用。所以在整个视图中对价值创造和提供整体的观点来控制成本，它可以为客户提供完美的动力和操作运行机制运行成本的控制，也可以从根本上彻底克服了传统的成本控制方法的缺点，解决了无法控制的创造和供应不足的真正价值。基于此，本文试图从创作的整体观讨论成本控制提供价值并探讨实现良性循环的策略，也就是说，“创造价值投资成本供应价值创造价值”。 2、成本及其控制的基于价值链理念 2.1基于价值链的成本观念 根据价值链理论，如果企业是要被客户接受，它必须创造和提供能满足其客户的价值。因此，成本（价值或资源支付费用）这不离为创造和提供顾客价值的活动，其活动的价值链。因此，我们应该从价值链角度看成本的重要。
微软Visual Studio 1微软Visual Studio Visual Studio 是微软公司推出的开发环境，Visual Studio可以用来创建Windows平台下的Windows应用程序和网络应用程序，也可以用来创建网络服务、智能设备应用程序和Office 插件。Visual Studio是一个来自微软的集成开发环境IDE，它可以用来开发由微软视窗，视窗手机，Windows CE、.NET框架、.NET精简框架和微软的Silverlight支持的控制台和图形用户界面的应用程序以及Windows窗体应用程序，网站，Web应用程序和网络服务中的本地代码连同托管代码。 Visual Studio包含一个由智能感知和代码重构支持的代码编辑器。集成的调试工作既作为一个源代码级调试器又可以作为一台机器级调试器。其他内置工具包括一个窗体设计的GUI应用程序，网页设计师，类设计师，数据库架构设计师。它有几乎各个层面的插件增强功能，包括增加对支持源代码控制系统（如Subversion和Visual SourceSafe）并添加新的工具集设计和可视化编辑器，如特定于域的语言或用于其他方面的软件开发生命周期的工具（例如Team Foundation Server的客户端：团队资源管理器）。 Visual Studio支持不同的编程语言的服务方式的语言，它允许代码编辑器和调试器（在不同程度上）支持几乎所有的编程语言，提供了一个语言特定服务的存在。内置的语言中包括C/C + +中（通过Visual C++）,https://www.doczj.com/doc/9618034088.html,（通过Visual https://www.doczj.com/doc/9618034088.html,），C＃中（通过Visual C＃）和F＃（作为Visual Studio 2010），为支持其他语言，如M,Python,和Ruby等，可通过安装单独的语言服务。它也支持的 XML/XSLT,HTML/XHTML ,JavaScript和CSS.为特定用户提供服务的Visual Studio也是存在的：微软Visual Basic，Visual J＃、Visual C＃和Visual C++。 微软提供了“直通车”的Visual Studio 2010组件的Visual Basic和Visual C＃和Visual C + +，和Visual Web Developer版本，不需任何费用。Visual Studio 2010、2008年和2005专业版，以及Visual Studio 2005的特定语言版本（Visual Basic、C++、C＃、J＃），通过微软的下载DreamSpark计划，对学生免费。 2架构 Visual Studio不支持任何编程语言，解决方案或工具本质。相反，它允许插入各种功能。特定的功能是作为一个VS压缩包的代码。安装时，这个功能可以从服务器得到。IDE提供三项服务：SVsSolution，它提供了能够列举的项目和解决方案; SVsUIShell，它提供了窗口和用户界面功能（包括标签，工具栏和工具窗口）和SVsShell，它处理VS压缩包的注册。此外，IDE还可以负责协调和服务之间实现通信。所有的编辑器，设计器，项目类型和其他工具都是VS压缩包存在。Visual Studio 使用COM访问VSPackage。在Visual Studio SDK中还包括了管理软件包框架(MPF)，这是一套管理的允许在写的CLI兼容的语言的任何围绕COM的接口。然而，MPF并不提供所有的Visual Studio COM 功能。
英语毕业论文引用和参考文献格式 英语专业毕业论文引用和参考文献格式采用APA格式及规范。 一、文中夹注格式 英语学位论文引用别人的观点、方法、言论必须注明出处，注明出处时使用括号夹注的方法（一般不使用脚注或者尾注），且一般应在正文后面的参考文献中列出。关于夹注，采用APA格式。 （一）引用整篇文献的观点 引用整篇文献（即全书或全文）观点时有两种情况： 1.作者的姓氏在正文中没有出现，如：CharlotteandEmilyBrontewerepolaropposites,notonlyintheirpersonalitiesbutinthe irsourcesofinspirationforwriting(Taylor,1990). 2.作者的姓氏已在正文同一句中出现，如：TaylorclaimsthatCharlotteandEmilyBrontewerepolaropposites,notonlyintheirperso nalitiesbutintheirsourcesofinspirationforwriting(1990). 3.如果作者的姓氏和文献出版年份均已在正文同一句中出现，按APA的规范不需使用括号夹注，如： Ina1990article,TaylorclaimsthatCharlotteandEmilyBrontewerepolaropposites,noto nlyintheirpersonalitiesbutintheirsourcesofinspirationforwriting. 4.在英文撰写的论文中引用中文着作或者期刊，括号夹注中只需用汉语拼音标明作者的姓氏，不得使用汉字，如：(Zhang,2005) （二）引用文献中具体观点或文字 引用文献中某一具体观点或文字时必须注明该观点或者该段文字出现的页码出版年份，没有页码是文献引用不规范的表现。 1.引用一位作者的文献 （1）引用内容在一页内，如： EmilyBronte“expressedincreasinghostilityfortheworldofhumanrelationships,whet hersexualorsocial”(Taylor,1988：11). （2）引用内容在多页上，如： Newmark(1988：39-40)notesthreecharacteristicallyexpressivetext-types:(a)seriousimaginativel iterature注意在这些例子中引文超过一页时的页码标记方法：APA的规范是(1988,。 假若作者的姓氏已在正文同一句中出现，则不需要在括号夹注中重复，如：TaylorwritesthatEmilyBronte“expressedincreasinghostilityfortheworldofhumanre lationships,whethersexualorsocial”(1988：11).
市场营销策略 1 市场细分和目标市场策略 具有需求，具有购买能力并愿意花销的个体或组织构成了市场。然而，在大多数市场中，购买者的需求不一致。因此，对整个市场采用单一的营销计划可能不会成功。一个合理的营销计划应以区分市场中存在的差异为起点，这一过程被称为市场细分，它还包括将何种细分市场作为目标市场。 市场细分使公司能更加有效地利用其营销资源。而且，也使得小公司可以通过集中在一两个细分上场上有效地参与竞争。市场细分的明显缺点是，其导致了比单一产品、单一大市场策略更高的生产和营销成本。但是，如果市场细分得当的话，更加符合消费者的需求，实际上将生产更高的效率。 确定目标市场有三种可供选择的策略，它们是统一市场、单一细分市场和多重细分市场。统一市场策略即采取一种营销组合用到一个整体的、无差异的市场中去。采取单一细分市场策略，公司仍然仅有一种营销组合，但它只用在整个市场的一个细分市场中。多重细分市场策略需要选择两个或更多的细分市场，并且每个细分市场分别采用一种单独的营销组合。 2 产品定位 管理者将注意力集中于一种品牌，并以恰当的方式将其与类似的品牌相区分，但这并不意味着该品牌就一定能够最后赢利。因此，管理者需要进行定位，即塑造与竞争品牌和竞争对手的其他品牌相关的自我品牌形象。 市场营销人员可以从各种定位策略中加以选择。有时，他们决定对某一特定产品采用一种以上的策略。以下是几种主要的定位策略： 2.1与竞争者相关的定位 对一些产品来说，最佳的定位是直接针对竞争对手。该策略特别适用于已经具有固定的差别优势或试图强化这种优势的厂商。为排挤微处理器的竞争对手，Intel公司开展了一项活动使用户确信它的产品优于竞争对手的产品。公司甚至为电脑制造商出钱，让它们在自己的广告中带上“Intel Inside”标志。作为市场领导者，可口可乐公司推出新产品并实施其市场营销策略。同时，它密切注视百事可乐公司，以确保对主要竞争对手的任何一次巧妙、有效的营销举措采取相应的对策。 2.2 与产品类别和属性相关的定位 有时候，公司的定位策略有必要将自己的产品与其类别和属性相联系（或相区别）。一些公司尽力将其产品定位在期望的类别中，如“美国制造”。用一句某顾问的话来说，“当你说‘美国制造’的时候，有一种强烈的感情因素在吸引着你”。因此，一家名为Boston Preparatory的规模不大的运动服制造商正在运用这种定位策略，以期胜过那些并非所有产品都在美国制造的势力强大的竞争对手如Calvin Kiein和Tommy Hilfiger。 2.3 通过价格和质量定位 某些生产者和零售商因其高质量和高价格而闻名。在零售行业，Saks Fifth Avenue和Neiman Marcus公司正是定位于该价格—质量策略的。折扣店Target Kmart则是定位于该策略的反面。我们不是说折扣商店忽视质量，而是说它们更加强调低廉的价格。Penny's公司努力—并且大多获得了成功—通过升级高级服装线和强调设计者的名字将其商店定位于价格—质量策略上。 “品牌”一词是个综合性的概念，它包含其他更狭义的理解。品牌即一个名称和（或）标志，用以识别一个销售者或销售集团的产品，并将之与竞争产品相区别。 品牌名称由能够发音的单词、字母和(或)数字组成。品牌标志是品牌的一部分，它以符号、图案或醒目的颜色、字体的形式出现。品牌标志通过视觉识别，但当人们仅仅读出品牌名称的时候，品牌标志并不能够被表达出来。Crest、Coors、Gillette都是品牌名称。AT&T由醒目的线条构成的地球以及Ralph Lauren's Polo的马和骑手是品牌标志，而Green Giant（罐装冷冻菜蔬产品）和Arm&Hammer（面包苏打）既是品牌名称又是品牌标志。 商标是销售者已经采用并且受到法律保护的品牌。商标不仅包括品牌标志，如许多人所认为的那样，也包括品牌名称。1946年的The Lanham Art法案允许厂商向联邦政府注册商标，以保护它们免受其他厂商的使用或误
中英文翻译 原文 Logistics costs and controlling Abstract Logistic costs are defined differently in companies. In many cases, the reported logistic costs of companies even within the same business differ more than justified by their operations. Some companies do not count interest and depreciation on inventories as logistic costs. Others include the distribution costs of their suppliers or the purchasing costs. In some cases, even the purchase value of the procured goods is included in the logistic costs (Baumgarten et al. 1993; Gudehus and Kotzab 2004; Weber 2002). Logistic costs are defined differently in companies. In many cases, the reported logistic costs of companies even within the same business differ more than justified by their operations. Some companies do not count interest and depreciation on inventories as logistic costs. Others include the distribution costs of their suppliers or the purchasing costs. In some cases, even the purchase value of the procured goods is included in the logistic costs (Baumgarten et al. 1993; Gudehus and Kotzab 2004; Weber 2002).
数据库外文参考文献及翻译 数据库外文参考文献及翻译数据库管理系统——实施数据完整性一个数据库，只有用户对它特别有信心的时候。这就是为什么服务器必须实施数据完整性规则和商业政策的原因。执行SQL Server的数据完整性的数据库本身，保证了复杂的业务政策得以遵循，以及强制性数据元素之间的关系得到遵守。因为SQL Server的客户机/服务器体系结构允许你使用各种不同的前端应用程序去操纵和从服务器上呈现同样的数据，这把一切必要的完整性约束，安全权限，业务规则编码成每个应用，是非常繁琐的。如果企业的所有政策都在前端应用程序中被编码，那么各种应用程序都将随着每一次业务的政策的改变而改变。即使您试图把业务规则编码为每个客户端应用程序，其应用程序失常的危险性也将依然存在。大多数应用程序都是不能完全信任的，只有当服务器可以作为最后仲裁者，并且服务器不能为一个很差的书面或恶意程序去破坏其完整性而提供一个后门。SQL Server使用了先进的数据完整性功能，如存储过程，声明引用完整性（DRI），数据类型，限制，规则，默认和触发器来执行数据的完整性。所有这些功能在数据库里都有各自的用途;通过这些完整性功能的结合，可以实现您的数据库的灵活性和易于管理，而且还安全。声明数据完整性声明数据完整原文请找腾讯3249114六,维-论'文.网 https://www.doczj.com/doc/9618034088.html, 定义一个表时指定构成的主键的列。这就是所谓的主键约束。SQL Server使用主键约束以保证所有值的唯一性在指定的列从未侵犯。通过确保这个表有一个主键来实现这个表的实体完整性。有时，在一个表中一个以上的列（或列的组合）可以唯一标志一行，例如，雇员表可能有员工编号（ emp_id ）列和社会安全号码（ soc_sec_num ）列，两者的值都被认为是唯一的。这种列经常被称为替代键或候选键。这些项也必须是唯一的。虽然一个表只能有一个主键，但是它可以有多个候选键。 SQL Server的支持多个候选键概念进入唯一性约束。当一列或列的组合被声明是唯一的， SQL Server 会阻止任何行因为违反这个唯一性而进行的添加或更新操作。在没有故指的或者合适的键存在时，指定一个任意的唯一的数字作为主键，往往是最有效的。例如，企业普遍使用的客户号码或账户号码作为唯一识别码或主键。通过允许一个表中的一个列拥有身份属性，SQL Server可以更容易有效地产生唯一数字。您使用的身份属性可以确保每个列中的值是唯一的，并且值将从你指定的起点开始，以你指定的数量进行递增（或递减）。（拥有特定属性的列通常也有一个主键或唯一约束，但这不是必需的。）第二种类型的数据完整性是参照完整性。 SQL Server实现了表和外键约束之间的逻辑关系。外键是一个表中的列或列的组合，连接着另一个表的主键（或着也可能是替代键）。这两个表之间的逻辑关系是关系模型的基础;参照完整性意味着这种关系是从来没有被违反的。例如，一个包括出版商表和标题表的简单的select例子。在标题表中，列title_id （标题编号）是主键。在出版商表，列pub_id （出版者ID ）是主键。 titles表还包括一个pub_id列，这不是主键，因为出版商可以发布多个标题。相反， pub_id是一个外键，它对应着出版商表的主键。如果你在定义表的时候声明了这个关系， SQL Server由双方执行它。首先，它确保标题不能进入titles表，或在titles表中现有的pub_id无法被修改，除非有效的出版商ID作为新pub_id出现在出版商表中。其次，它确保在不考虑titles表中对应值的情况下，出版商表中的pub_id的值不做任何改变。以下两种方法可
C++ [1] Gordon Hogenson. C++/Cli The Visual C++ Language For .Net [M]. Wiley India Pvt. Ltd., 2007. [2] Motor Industry Software Reliability Association. MISRA-C: 2004: guidelines for the use of the C language in critical systems.[M]. MIRA, 2008. [3] Jeff Cogswell, John Paul Mueller. C++ All-In-One Desk Reference For Dummies [M]. Wiley publishing.Inc 2009. [4] Stephen R. Davis. C++ for Dummies [M]. wiley publishing.Inc 2008. [5] Harvey Dietel, Paul Deitel. C: How to Program [M]. Pearson Education,Inc 2010. [6] Bruce Eckel. Thinking in C++[M]. Prentice Hall, 2000. [7] Herbert Schildt. C++: a beginner's guide Beginner's Guides[M]. McGraw-Hill Professional, 2003. [8] Mark Lee. C++ Programming for the Absolute Beginner For the Absolute Beginner[M]. Course Technology, 2009. MIS参考文献 [9] Kenneth C. Laudon, Jane P. Laudon . Management Information Systems: Managing the Digital Firm[M]. Publisher Prentice Hall, 2007. [10] Raymond McLeod, George P. Schell. Management information systems[M]. Pearson/Prentice Hall, 2007. [11] James A. O'Brien, George M. Marakas. Management Information Systems[M]. McGraw-Hill/Irwin, 2008.
外文翻译 原文 Cost Control Material Source:Encyclopedia of business,2 and ed. Author:Anthony, Robet N 1 Cost Control Cost control, also known as cost management or cost containment, is a broad set of cost accounting methods and management techniques with the common goal of improving business cost-efficiency by reducing costs, or at least restricting their rate of growth. Businesses use cost control methods to monitor, evaluate, and ultimately enhance the efficiency of specific areas, such as departments, divisions, or product lines, within their operations. During the 1990s cost control initiatives received paramount attention from corporate America. Often taking the form of corporate restructuring, divestment of peripheral activities, mass layoffs, or outsourcing, cost control strategies were seen as necessary to preserve—or boost—corporate profits and to maintain—or gain—a competitive advantage. The objective was often to be the low-cost producer in a given industry, which would typically allow the company to take a greater profit per unit of sales than its competitors at a given price level. Some cost control proponents believe that such strategic cost-cutting must be planned carefully, as not all cost reduction techniques yield the same benefits. In a notable late 1990s example, chief executive Albert J. Dunlap, nicknamed "Chainsaw Al" because of his penchant for deep cost cutting at the companies he headed, failed to restore the ailing small appliance maker Sunbeam Corporation to profitability despite his drastic cost reduction tactics. Dunlap laid off thousands of workers and sold off business units, but made little contribution to Sunbeam's competitive position or share price in his two years as CEO. Consequently, in 1998 Sunbeam's board fired Dunlap, having lost confidence in his "one-trick" approach to management. A complex business requires frequent information about operations in order to plan for the future, to control present activities, and to evaluate the past performance of managers, employees, and related business segments. To be successful,
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计算机毕业设计外文参考文献 [1]. Abdellatif, T. and F. Boyer. A node allocation system for deploying JavaEE systems on Grids. 2009. Hammemet, Tunisia. [2]. Bharti, A.K. and S.K. Dwivedi, E-Governance in Public Transportation: U.P.S.R.T.C.——A Case Study. 2011: Kathmandu, Nepal. p. 7-12. [3]. ChangChun, S.Z.C.S., et al., A Novel Two-stage Algorithm of Fuzzy C-Means Clustering. 2010: 中国吉林长春. p. 85-88. [4]. Changchun, Z.Z.H.Q., Simulation of 3-C Seismic Records In 2-D TIM. 1991: 中国北京. p. 489-493. [5]. CHINA, G.C.O.M., The trust model based on consumer recommendation in B-C e-commerce. 2011: 中国湖北武汉. p. 214-217. [6]. ENGINEERING, W.C.H.X., H.T.S.H. PROPAGATION and XINXIANG, A C BAND SYSTEM FOR IONOSPHERIC SCINTILLATION OBSERVATION. 1991: 中国北京. p. 470-476. [7]. Henriksson, K., K. Nordlund and J. Wallenius, Simulating model steels:An analytical bond-order potential for Fe-C. 2008: 中国北京. p. 138. [8]. Jiansen, Y., et al., Suspension K&C Characteristics and the Effect on Vehicle Steering. 2010: 中国吉林长春. p. 408-411. [9]. Jilin, W.G.D.O., C.W.S.D. Changchun and China, Realization and Optimization of Video Encoder Based on TMS320C6455 DSPs. 2010: 中国吉林长春. p. 312-317. [10]. Juan, C., et al., Semi-physical simulation of an optoelectronic tracking servo system based on C MEX S functions. 2010: 中国吉林长春. p. 46-49. [11]. Kachru, S. and E.F. Gehringer. A comparison of j2ee and. net as platforms for teaching web services. 2004. [12]. KIM, T., et al., MRI Image Segmentation Using Intuitive Fuzzy C-Means Algorithm. 2011: 中国湖北武汉. p. 306-309. [13]. Li, M. and H. Wang. A device management system based on JAVAEE Web. 2009. Wuhan, China. [14]. Li, Z. and Z. Weixi. Design of tourism e-business system based on JavaEE multi-pattern. 2012. Sanya, China. [15]. Lin, P., H. Wen and S. Zhou. Design and implementation of job-search system based on javaEE. 2010. Hong Kong, China. [16]. Lv, X., Y. Qin and J.N.G. University, Film growth by polyatomic C2H5+ bombarding amorphous carbon surfaces:molecular dynamics study. 2008: 中国北京. p. 148. [17]. Meyer, B.. NET is coming [Microsoft Web services platform]. Computer, 2001. 34(8): p. 92--97. [18]. Meyer, B., R. Simon and E. Stapf, Instant .NET. Recherche, 2003. 67: p. 02. [19]. Morishita, K., et al., Atomistic modeling of formation kinetics of vacancy
Marketing Strategy Market Segmentation and Target Strategy A market consists of people or organizations with wants,money to spend,and the willingness to spend it.However,within most markets the buyer' needs are not identical.Therefore,a single marketing program starts with identifying the differences that exist within a market,a process called market segmentation, and deciding which segments will be pursued ads target markets. Marketing segmentation enables a company to make more efficient use of its marketing resources.Also,it allows a small company to compete effectively by concentrating on one or two segments.The apparent drawback of market segmentation is that it will result in higher production and marketing costs than a one-product,mass-market strategy.However, if the market is correctly segmented,the better fit with customers' needs will actually result in greater efficiency. The three alternative strategies for selecting a target market are market aggregation,single segment,and multiple segment.Market-aggregation strategy involves using one marketing mix to reach a mass,undifferentiated market.With a single-segment strategy, a company still uses only one marketing mix,but it is directed at only one segment of the total market.A multiple-segment strategy entails selecting two or more segments and developing a separate marketing mix to reach segment. Positioning the Product Management's ability to bring attention to a product and to differentiate it in a favorable way from similar products goes a long way toward determining that product's revenues.Thus management needs to engage in positioning,which means developing the image that a product projects in relation to competitive products and to the firm's other products. Marketing executives can choose from a variety of positioning strategies.Sometimes they decide to use more than one for a particular product.Here are several major positioning strategies: