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quality first, customer satisfaction -回复如何实现“以质量第一、客户满意为目标”的经营理念。
第一步：明确质量第一的意义和重要性在竞争激烈的市场环境下，企业要长期发展就必须注重产品或服务的质量。
质量第一意味着企业将质量放在首位，将每一个环节都以提升质量为目标。
只有通过提供高质量的产品或服务，企业才能赢得客户的信任和口碑，从而保证业务持续增长。
第二步：建立质量管理体系要实现质量第一的目标，企业需要建立起完善的质量管理体系。
这包括明确质量目标、制定质量管理流程、建立质量检测机制、设立质量管理团队等。
通过科学合理地制定质量标准和流程，能够提高产品或服务的一致性和稳定性，从而达到质量第一的目标。
第三步：优化生产或服务过程为了提供高质量的产品或服务，企业需要不断优化自己的生产或服务过程。
通过分析生产或服务的各个环节，找出潜在的风险和问题，并采取相应的措施进行改进。
这可能包括采购优质原材料、更新生产设备、提高员工培训等。
只有保证生产或服务的每个环节都符合高质量的要求，企业才能实现质量第一的目标。
第四步：注重持续改进质量第一不仅仅是一个目标，更是一个持续改进的过程。
企业应该注重不断地寻找问题和改进的机会，不断地优化自己的产品或服务。
这可以通过客户反馈、市场调研、内部审查等方式来进行。
企业要善于倾听客户的需求和意见，将其转化为改进的动力，从而不断提升产品或服务的质量。
第五步：培养质量文化要实现质量第一的目标，企业需要树立质量文化。
企业的领导层要发出明确的质量第一的口号，明确质量是全员参与的责任。
同时，要通过培训和激励机制，激发员工对质量的关注和追求。
只有全员共同努力，才能形成真正的质量文化，从而实现质量第一的目标。
第六步：关注客户满意度质量第一的目标就是为了达到客户的满意度。
企业要不断关注客户需求的变化，并根据客户的反馈进行改进和调整。
客户满意度不仅仅体现在产品或服务的质量上，还包括售后服务、沟通交流等方面。
酒店服务质量管理外文文献翻译This article examines the issue of service quality management in the hotel industry。
The importance of providing high-quality service to customers is emphasized。
as it is a key factor in customer XXX can use to improve their service quality。
such as employee training。
customer feedback。
and service recovery。
nally。
the article highlights the role of technology in service quality management and the XXX.In the hotel industry。
providing high-XXX service during their stay。
and any ings in service quality can lead to negative reviews and a loss of business。
Therefore。
XXX service quality management in order to XXX.XXX employees。
hotels XXX。
problem-solving。
XXX。
hotels XXX.XXX of service quality management is service recovery。
Even with the best ns and efforts。
mistakes and service failuresXXX must have a plan in place for addressing these XXX refunds。
外文翻译：顾客满意策略与顾客满意营销原文来源：《Marketing Customer Satisfaction》译文正文：自20世纪八十年代末以来,顾客满意战略已日益成为各国企业占有更多的顾客份额,获得竞争优势的整体经营手段。
一、顾客满意策略是现代企业获得顾客“货币选票”的法宝随着时代的变迁,社会物质财富的极大充裕,顾客中的主体———消费者的需求也先后跨越了物质缺乏的时代、追求数量的时代、追求品质的时代,到了20世纪八十年代末进入了情感消费时代。
在我国,随着经济的高速发展,我们也已迅速跨越了物质缺乏时代、追求数量的时代乃至追求品质的时代,到今天也逐步迈进情感消费时代。
在情感消费时代,各企业的同类产品早已达到同时、同质、同能、同价,消费者追求的已不再是质量、功能和价格,而是舒适、便利、安全、安心、速度、跃动、环保、清洁、愉快、有趣等,消费者日益关注的是产品能否为自己的生活带来活力、充实、舒适、美感和精神文化品位,以及超越消费者期望值的售前、售中、售后服务和咨询。
也就是说,今天人们所追求的是具有“心的满足感和充实感”的商品,是高附加值的商品和服务,追求价值观和意识多元化、个性化和无形的满足感的时代已经来临。
与消费者价值追求变化相适应的企业间的竞争,也由产品竞争、价格竞争、技术竞争、广告竞争、品牌竞争发展到现今的形象竞争、信誉竞争、文化竞争和服务竞争,即顾客满意竞争。
这种竞争是企业在广角度、宽领域的时空范围内展开的高层次、体现综合实力的竞争。
它包括组织创新力、技术创新力、管理创新力、产业预见力、产品研发力、员工向心力、服务顾客力、顾客亲和力、同行认同力、社会贡献力、公关传播沟通力、企业文化推动力、环境适应力等等。
这些综合形象力和如何合成综合持久的竞争力,这就是CS策略所要解决的问题。
CS时代,企业不再以“自己为中心”,而是以“顾客为中心”；“顾客为尊”、“顾客满意”不再是流于形式的口号,而是以实实在在的行动为基础的企业经营的一门新哲学。
测量管理客户满意定义顾客满意度因为顾客满意度的概念对于许多公司是新的，因此重要的是要明确这一词意味着什么。
顾客满意是顾客的期望得到满足或产品、服务超过应有的程度时对企业感知的精神状态。
实现顾客满意会导致公司的忠诚和产品再购买。
这个定义有一些重要的影响：因为顾客满意是一种主观的，非量化的状态，测量将不准确，将需要采样和统计分析。
顾客满意度的测量必须在了解了顾客的期望和属性表现之间的差距之后进行。
顾客满意度的测量和底线结果之间必定有相关的联系。
“满意”，本身就与顾客有着千丝万缕的联系。
例如，它可以指任何或所有下列例子：某一特定产品或服务质量的满意度;与正在进行的业务关系的满意度;产品或服务的价格性能比的满意度; 产品/服务的满意度，因为达到或超过客户的期望.根据企业的性质和与客户的具体关系，每个行业都可以添加到这个列表。
客户满意度的测量变量会有所不同，它取决于正在研究什么类型的满意。
例如，制造商通常期望按时交货和遵守规范，因此供应商采取的满意的措施应包括这些关键变量。
明确界定和了解客户的满意度，可以帮助任何公司确定产品和服务创新的机会，并作为绩效考核和奖励制度的基础。
它也可以作为客户满意度测量程序的基础，可以确保质量改进的结果集中在客户是最重视的问题上。
顾客满意度测量方案目标客户满意度测量方案的目标,除了一个明确的定义顾客满意，任何一个成功的研究方案必须有明确的目标，一旦达成就会得到等号的结果。
最基本的目标应该满足任何测量程序，包括以下内容：了解所有客户的期望和要求;确定公司和其竞争对手如何满足这些期望和要求; 基于你发现的产品标准上进行服务开发;随时间变化的趋势进行检验，以便采取及时的行动; 确定优先事项和标准来判断，你如何达到这些目标;设计适当的客户满意度测量程序之前，以下基本问题必须清楚地回答：我们收集的信息将如何使用？如何将这一信息允许我们采取组织内部的行动呢？我们应该如何使用此信息，以保持我们的客户和寻找新的呢？必须认真考虑组织希望实现何种结果，如何将这一目标传播到整个组织并且如何使用这些信息。
customer quality assurance客户质量保证customer quality assurance英/ˈkʌstəmə(r) ˈkwɒləti əˈʃʊərəns/美/ˈkʌstəmər ˈkwɑːləti əˈʃʊrəns/客户质量保证;顾客质量保证例句：We are committed to achieve full customer satisfaction through quality assurance of our defect-free products.我们承诺通过对我们完美产品的质量保证来使客户满意。
Customer Satisfaction Oriented Software Quality Assurance Model and Its Application顾客满意导向软件质量保证模型及应用Nevertheless, we have been constantly improving our products, dedicating to market orientation, customer satisfaction, and quality assurance in order to cater for customers demand.尽管如此，我们仍然会持续不断的改进和提高自己的产品，致力以市场的导向和品质保证来满足客户的要求。
On the basis of these methods, the realization process of software quality plan, software quality design, and software quality control are examined, and the customer satisfactionoriented software quality assurance model is proposed.融合这些方法，以质量屋（HOQ）系列矩阵为纲领，探讨软件质量规划、质量设计、质量控制的实现途经，提出了一种顾客满意导向的软件质量保证模型；。
一组质量管理体系术语(中英双语English Chinesereceipt (入厂接受,验收，进货handling 搬运packaging 包装storage 保存protection 保护comparison 比较identification 标识replacement of identification mark 标识标志更换maintenance of identification 标识的保持records of identification control 标识控制记录tender 标书normative document 标准文件supplemental 补充nonconforming product 不合格品control of nonconforming product 不合格品控制control procedure of nonconforming products 不合格品控制程序tendency of nonconformance 不合格倾向purchasing 采购verification of purchased product 采购的产品验证purchasing process 采购过程purchasing control procedure 采购控制程序purchasing information 采购信息reference standard 参照标准reference instructions 参照细则stockhouse 仓库measurement，analysis and improvement 测量,分析和改进measurement result 测量结果control procedure of monitoring and measuring devices 测量设备控制程序planning 策划preservation of product 产品保护control procedure for maintenance, replacement and records of product identification 产品标识的保持, 更换及记录控制程序procedure for product identification and traceability 产品标识和可追溯性程序conformity of product 产品的符合性monitoring and measurement of product 产品的监督和测量product plan 产品方案control procedure for product preservation 产品防护控制程序method of product release 产品放行方法conformity of product,product conformity 产品符合性product realization 产品实现planning of product realization 产品实现策划product characteristics 产品特性input to product requirements 产品要求的输入product status 产品状态final acceptance of product 产品最后验收procedure 程序program documents 程叙文件continual improvement 持续改进procedure for continual improvement of quality management system 持续改进质量体系程序adequacy 充分性storage location 存放地点agency personnel 代理人员submission of tenders 递交标书adjustment 调整,调节statutory and regulatory requirements 法律法规要求rework，vt 返工repair, vt 返修subcontractor 分承包方annex 附录improvement 改进improvement actions 改进措施on —the-job training 岗位技能培训responsibility of individual department and post 各部门，各岗位职责change identification 更改标记change order number 更改单编号process sheets 工艺单process specification 工艺规程procedure(process card 工艺规程(工艺卡process characteristics 工艺特性Job Description Format 工种描述单work environment 工作环境impartiality 公正性functional requirements 功能要求supplier 供方supplier evaluation procedure 供方评价程序supplier provided special processes 供方提供的特殊过程verification at supplier's premises 供方现场验证supply chain 供应链criteria for supplier selection, evaluation and re-evaluation 供应商选择、评估和再评估准则communication 沟通customer 顾客customer property 顾客财产control procedure for customer property 顾客财产控制程序customer feedback 顾客反馈Customer Service Contact Form 顾客服务联系表customer cummunications 顾客沟通customer satisfaction 顾客满意statistical analysis of customer satisfaction 顾客满意度统计分析customer complaint 顾客投诉identificaion of customer requirements 顾客要求的识别management review 管理评审records from management review 管理评审记录management review control procedure 管理评审控制程序management representative 管理者代表management responsibility 管理职责specified limits of acceptability 规定的可接受界限specified use 规定的用途process 过程complexity of processes 过程的复杂性monitoring and measurement of processes 过程的监视和测量operation of process 过程的运行status of processes 过程的状态process approach 过程方法process controls 过程控制process control documents 过程控制文件process performance 过程业绩appropriateness 合适性changes to contractor 合同的更改contract review control procedure 合同评审控制程序internet sales 互联网销售environmental conditions 环境条件monogram pragram requirements 会标纲要要求type of activities 活动类型infrastructure 基础建设infrastructure 基础设施fundamentals and vocabulary 基础与词汇control of records 记录控制technical specificaion 技术规范process trace sheet 加工跟踪单monitoring and measurement 监视和测量monitoring and measuring device 监视和测量装置control of monitoring and measuring devices 监视和测量装置控制check method 检查方法frequency of checks 检查频次calibration status 检定状态inspection and test control procedure 检验和试验控制程序identification procedure for inspection and test status 检验和试验状态标识程序inspection witness point 检验见证点inspection hold point 检验住手点buildings 建造物delivery 交付post —delivery activities 交付后的活动delivery activities 交付活动interface 接口acceptance of contract or orders 接受合同或者定单type of medium 介质类型experience 经验correction action 纠正措施Corrective action response time 纠正措施答复时间,纠正措施响应时间management procedure for corrective actions 纠正措施管理程序corrective action response times 纠正措施响应时间development activity 开辟活动traceability mark 可追溯性标志objectivity 客观性Customer Service Log 客户服务记录簿control feature 控制特性，控制细节control features 控制细则periodic assessment of stock 库存定期评估justification 理由routine 例程，惯例,常规质量职能分配表论证范围internal communication 内部沟通internal audit 内部审核internal audit procedure 内部审核程序internally controlled standard 内控标准internal audit 内审results of internal and external audits 内外部审核结果competence 能力training 培训training needs 培训需要evaluate 评价records of the results of the review 评审结果的记录review output 评审输出review input 评审输入Purchase Requisition 请购单authority 权限validation 确认concession 让步human resources 人力资源job training of personnel 人员岗位培训qualification of personnel 人员资格equipment control procedure 设备控制程序device type 设备类型order of design changes 设计更改通知单design and development control procedure 设计和开辟控制程序design and development 设计开辟design and development planning 设计开辟策划control of design and development changes 设计开辟更改控制design and development review 设计开辟评审design and development validation 设计开辟确认design and development outputs 设计开辟输出design and development inputs 设计开辟输入design and development verification 设计开辟验证design validation 设计确认design documentation 设计文件编制design acceptance criteria 设计验收准则design verification 设计验证audit program 审核大纲conduct of audits 审核行为audit criteria 审核准则production process control 生产过程控制production process control procedure 生产过程控制程序production and service provision 生产和服务提供control of production and service provision 生产和服务提供的控制validation of processes for production and service provision 生产和服务提供过程的确认production order 生产令identification and traceability 识别和可追溯性identification and traceability maintenance and replacement 识别和可追溯性维护与替换invalidate 使失效market survey 市场调研suitability 适宜性scope 合用范围controlled condition 受控状态terms and definitions 术语与定义analysis of data 数据分析sequence 顺序transfer of ownership 所有权转移system document 体系文件statistical technique 统计方法outsource(vt a process 外包过程external source 外部来源documents of external origin 外来文件outsource，vt 外协unique identification 惟一的标识maintenance 维护Document Change Control 文件更改控制Request For Document Change (RDC 文件更改需求单control of documents 文件控制documentation requirements 文件要求enquiry 问询,询价field nonconformity analysis 现场不符合分析relevance 相关性interaction 相互作用detail design 详细设计，详图设计，零件设计,施工设计sales department 销售部sales contract 销售合同checklist 校验表,一览表,检查一览表calibration 校准submission of action plans 行动计划的递交documented procedures 形成文件的程序documented statement 形成文件的声明performance requirements 性能要求licensee responsibilities 许可证持有者责任acceptance criteria 验收准则verification arrangement 验证安排verification results 验证结果customer focus 以客户为关注点, 以客户为焦点awareness 意识introduction 引言，概述,介绍normative references 引用标准application 应用visit to user 用户访问review of requirements related to the product 有关产品的要求评审competent 有能力的effectiveness 有效性determination of requirements related to the product 与产品有关的要求的确定customer —related processes 与顾客有关的过程preventive action 预防措施management procedure for preventive actions 预防措施管理程序planned results 预期的结果intended use 预期的用途procedure for competence，knowledge and training of personnel 员工能力，知识和培训程序personnel training procedure 员工培训程序supporting services 支持性服务functions 职能部门responsibility 职责assignment of responsibility 职责分工workmanship 创造工艺manufacturing acceptance criteria 创造验收准则quality policy 质量方针quality programs 质量纲领quality management system 质量管理体系quality management system planning 质量管理体系策划performance of the quality management system 质量管理体系业绩quality plan 质量计划quality records 质量记录quality objectives 质量目标quality audit 质量审核quality manual 质量手册quality problem handling form 质量问题处理单quality requirements 质量要求allocation table of quality responsibilities 质量职能分配表availability of resources 资源的可获得性resource management 资源管理allocation of resources 资源配置provision of resources 资源提供general requirements 总要求，普通要求constituent part 组成部件organization 组织continual improvement of the organization 组织的持续改进size of organization 组织的规模Organizational Diagram 组织机构图final acceptance 最终验收work instructions 作业指导书。
外文文献翻译(附原文)译文一:韩国网上购物者满意度的决定因素摘要这篇文章的目的是确定可能导致韩国各地网上商场顾客满意的因素。
假设客户的积极认知互联网购物的有用性,安全，技术能力,客户支持和商场接口积极影响客户满意度。
这也是推测,满意的顾客成为忠实的客户。
调查结果证实，客户满意度对顾客的忠诚度有显著影响,这表明,当顾客满意服务时会显示出很高的忠诚度.我们还发现,“网上客户有关安全风险的感知交易中，客户支持,网上购物和商场接口与客户满意度呈正相关.概念模型网上购物者可以很容易的将一个商场内的商品通过价格或质量进行排序，并且可以在不同的商场之间比较相同的产品。
网上购物也可以节省时间和降低信息搜索成本。
因此，客户可能有一种感知,他们可以用更少的时间和精力得到更好的网上交易。
这个创新的系统特性已被定义为知觉有用性。
若干实证研究发现，客户感知的实用性在采用影响满意度的创新技术后得以实现.因此，假设网上购物的知觉有用性与满意度成正相关(H1).网上客户首要关注的是涉及关于网上信用卡使用的明显的不安全感。
虽然认证系统有明显进步,但是顾客担心在网上传输信用卡号码这些敏感的信息是不会被轻易的解决的。
网上的隐私保护环境是另一个值得关注的问题。
研究表明,网上客户担心通过这些网上业务会造成身份盗窃或冒用他们的私人信息。
因此，据推测，网上购物的安全性对顾客满意度有积极地影响(Ｈ2)。
以往的研究表明,系统方面的技术,如网络速度,错误恢复能力和系统稳定性都是导致客户满意度的重要因素。
例如,Kｉm和Lim(20０1)发现,网络速度与网上购物者的满意度有关.Ｄelｌaert和卡恩（199９年)也报告说,当网络提供商没有进行很好的管理时网上冲浪速度慢会给评价网站内容带来负面影响。
丹尼尔和Alaｄwani的文件表明，系统错误的迅速准确的恢复能力以及网络速度是影响网上银行用户满意度的重要因素(H3)。
由于网上交易的非个人化性质客户查询产品和其他服务的迅速反应对客户满意度来说很重要。
质量管理体系术语中英文对照以下是部分质量管理体系相关的基本术语中英文对照：1.质量管理体系（Quality Management System, QMS）o中文：质量管理体o英文：Quality Management System2.质量管理（Quality Control, QC）o中文：质量管理o英文：Quality Control3.持续改进（Continuous Improvement, CI）o中文：持续改进o英文：Continuous Improvement4.过程方法（Process Approach）o中文：过程方法o英文：Process Approach5.质量方针（Quality Policy）o中文：质量方针o英文：Quality Policy6.质量目标（Quality Objectives）o中文：质量目标o英文：Quality Objectives7.内部审核（Internal Audit）o中文：内部审核o英文：Internal Audit8.纠正措施（Corrective Action）o中文：纠正措施o英文：Corrective Action9.预防措施（Preventive Action）o中文：预防措施o英文：Preventive Action10.顾客满意度（Customer Satisfaction）o中文：顾客满意度o英文：Customer Satisfaction11.供方管理（Supplier Management）o中文：供应商管理o英文：Supplier Management12.产品实现（Product Realization）o中文：产品实现o英文：Product Realization13.设计和开发（Design and Development）o中文：设计与开发o英文：Design and Development14.测量、分析和改进（Measurement, Analysis andImprovement）o中文：测量、分析与改进o英文：Measurement, Analysis and Improvement 以上内容主要参考了ISO 9001:2015质量管理体系标准中的核心概念。
顾客满意—CS管理一、概念CS是英文Customer Satisfaction的缩写，意为顾客满意。
顾客满意顾名思义，就是顾客对其要求已被满足的程度的感受。
当然，顾客抱怨是一种满意程度低的最常见的表达方式，但没有抱怨并不一定表明顾客很满意。
即使规定的顾客要求符合顾客的愿望并得到满足，也不一定确保顾客很满意。
菲利普·科特勒认为，顾客满意“是指一个人通过对一个产品的可感知效果与他的期望值相比较后，所形成的愉悦或失望的感觉状态”。
亨利·阿塞尔也认为，当商品的实际消费效果达到消费者的预期时，就导致了满意，否则，则会导致顾客不满意。
满意与否首先取决于一个人的价值观。
美国营销学会手册中，对顾客满意的定义是：满意=期望-结果。
从上面的定义可以看出，满意水平是可感知效果或测量分析后效果和期望值之间的差异函数。
如果效果低于期望，顾客就会不满意；如果效果与期望相匹配，顾客就满意；如果效果超过期望，顾客就会高度满意、高兴或欣喜，从而达到提高满意度。
顾客满意如果对企业的产品和服务感到满意，顾客也会将他们的消费感受通过口碑传播给其他的顾客，扩大产品的知名度，提高企业的形象，为企业的长远发展不断地注入新的动力。
但现实的问题是，企业往往将顾客满意等于信任，甚至是“顾客忠诚”。
事实上，顾客满意只是顾客信任的前提，顾客信任才是结果；顾客满意是对某一产品、某项服务的肯定评价，即使顾客对某企业满意也只是基于他们所接受的产品和服务令他满意。
二、产生背景1．经营与竞争环境的变化。
80年代中期，西方绝大多数行业已处于买方市场之下。
如果不能使顾客满意，即使是好商品也会卖不出去。
最早对这种经营环境变化做出的系统反应是斯堪的纳维来航空公司，他们于1985年提出了服务与管理的观点。
提出并实践这种观点，意味着企业自觉地把竞争由生产率的竞争转换为服务质量的竞争。
他们的信念是，企业利润增加首先取决于服务的质量。
后来，服务与管理观点传到美国后，被进一步运用和发展。
顾客全面满意度的英文缩写在现代商业环境中，顾客满意度是企业成功的关键因素之一。
顾客满意度是指顾客对产品或服务的感受和评价，它直接影响着顾客的忠诚度和口碑传播。
为了更好地衡量和管理顾客满意度，人们发展了一种用于简洁表达的英文缩写，即CSAT（Customer Satisfaction）。
CSAT是一种常用的指标，用于衡量顾客对产品或服务的满意程度。
它通常通过调查问卷、客户反馈和市场研究等方式来收集数据。
CSAT的计算方法可以是定量的，也可以是定性的。
定量方法通常使用满意度评分，例如1到5或1到10的等级评分。
而定性方法则通过开放式问题或描述性评价来收集顾客的意见和建议。
CSAT的应用范围广泛，几乎适用于所有行业和企业。
无论是制造业、零售业还是服务业，都可以通过CSAT来了解顾客的需求和期望，从而改进产品和服务质量。
通过定期进行CSAT调查，企业可以及时发现问题和改进的空间，提高顾客满意度，增强市场竞争力。
除了CSAT，还有其他一些与顾客满意度相关的指标和缩写。
其中最常见的是NPS（Net Promoter Score）和CES（Customer Effort Score）。
NPS是一种用于衡量顾客忠诚度的指标，它通过问卷调查来评估顾客对企业的推荐意愿。
CES则是一种用于衡量顾客购买过程中所需努力的指标，它通过问卷调查来评估顾客对购买过程的满意程度。
尽管CSAT、NPS和CES等指标在衡量顾客满意度方面发挥了重要作用，但它们并不是万能的。
顾客满意度是一个复杂的概念，受到多种因素的影响，包括产品质量、服务质量、价格、品牌形象等。
因此，单一的指标往往无法全面反映顾客的满意程度。
为了更准确地了解顾客的需求和期望，企业应该综合使用多种指标和方法，进行全面的顾客满意度评估。
除了衡量顾客满意度，企业还应该关注顾客体验。
顾客体验是指顾客在购买和使用产品或服务过程中的感受和体验。
它包括产品的外观、功能、性能，以及服务的响应速度、友好程度等。
附录Customer Satisfaction---- One kind of brand-newquality viewby xi chang yangSince long ago, the people all merely treat as the quality question a technical question, speaks of the improvement quality on merely to consider from the technical angle.Along with knowledge economy development and productive forces unceasing enhancement, the people already developed to the product demand from the sole technical nature to the technical efficiency and expand to the spiritual domain, moreover satisfies the proportion which the spiritual demand the product or the product characteristic occupies greatly to surpass satisfies the proportion which the physiological demand occupies. At the same time, is day by day rich along with the material life, more and more from organizes the quality center of gravity and the determination power a side to shift to the customer hand in, the customer satisfied already becomes the appraisal product quality quality the only standard.This caused the quality idea to have the very big change----from examination quality view to tallying quality view, finally formed has satisfied take the customer as the core brand-new quality idea.Customer SatisfactionWho is a customer? The customer is "the receive product organization or individual". Based on ISO9000: 2,000 standards concerned customers define explanation that, The customer may be organizes the interior is the internal customer, also may be exterior the organization namely the external customer. As for the organization interior, "the next working procedure" is "on a working procedure" customer. Therefore, a organization to the customer the understanding should be generalized, cannot merely understand for organizes the product "the customer". At the same time, "supplies the chain" based on the product, the customer may divide into the middle customer and the final customer, the realistic customer and the potential customer, to customer thin, classification and research, is advantageous carries on the different way to us in view of the different customer demand stimulating with the guidance, thus makes the customer to be pleased, achieves organization's goal.Customer satisfaction is "the customer to its request already the degree feeling which satisfied",is the people in has accepted the product or the service including its carried the information after stimulating, makes one kind of firmly psychological condition, is the people to the product one kind of subjective comprehensive appraisal.This meant that, whether the customer does satisfy is decided by its receive product and the information the way and the degree which stimulate to it, when this kind stimulates has satisfied customer's request (including clear instructions or latent demand), can to the customer form is stimulating, thus causes the customer satisfiedly, moreover this kind stimulates the regulation goes past the deep customer to be more satisfied, otherwise, can form to the customer negative stimulates, can make thecustomer not to be pleased, moreover the regulation which stimulates to the customer goes past the depth, the customer is more unsatisfied, can cause the customer to complain, even the customer sues.Likes us to purchase clothes, clothes use value self-evident (winter clothing maintaining warmth, summer clothing penetrability and cool and so on), if only this but the oneself, the customer responded can be very light, but, if to the clothing assembly by the natural novel design, dresses up Li's color, causes us to obtain the accident pleasantly surprised, then can make us to feel one kind of unexpected harvest, we will be satisfied.Customer satisfactory quality view" Customer satisfaction " took one idea, more and more accepts for the multitudinous different type organization. We may understand from following several aspects that,1,the customer satisfies not only is the organization the starting point also falls the foot spot.The Chinese economy comprehensively entered "is too much economical" the time.Statistics have indicated, the consumer wants to choose the refrigerator from 290 kind of refrigerators, chooses the beer from 455 kind of beer, chooses the cosmetics from 478 kind of cosmetics, chooses the shirt from 575 kind of shirts. The price, the quality, the design all day after day hasten with. The buyer market buyer can make the decision.The customer decided wants any, when wants, how wants, to leave how many prices, the customer truly becomes the basic condition organizes depends on, the customer to satisfy the basic power which into the human society develops. Any organization when provides the product or the service, its goal lies in the product or the service which causes it to provide obtains customer's approval, and lets it be glad accepts. This requests the organization to understand the customer needs any type the product and the service, has any type to the product and the service the request---- The fine product, the customer does not need, also cannot obtain customer's approval. Therefore, the organization only had has grasped this starting point, could provide satisfaction for the customer the product or the service. At the same time, the customer satisfies the degree had decided the organization makes money the degree, had decided the organization develops mentality, according to conventional algorithm, an enterprise if preserves 5% stable customer, that this enterprise's profit at least can increase 25%. Therefore, the organization falls foot also to be supposed to lie in causes the customer satisfiedly, only had grasps "the customer to be satisfied" this driving force, the organization can obtain the considerable development.2, " Customer Satisfaction " is the market economy development necessity.The customer satisfies quality view is the market economy development inevitable result. Along with the social productive forces development, the society has brought the extremely rich material resources for the people, thus let the market realize from the seller market to the buyer market transformation, caused the buyer is the customer control the market development direction. Is passing we often by "mineproduct is qualified, customer do not use when" performs to shift responsibility onto others. Now not good, you think own product qualified, but cannot meet my needs, which you on saved in yours warehouse are being good! Who had considered my demand, whose product I do purchase. At the same time, the knowledge economy development enable the organization to have the ability to have the condition not only to satisfy customer's physiological needs, also can meet customer's psychological needs, causes the product to be more richly colorful, causes the service even more to look after with great solicitude.3,Customer satisfaction is the inevitable result which the humanist idea popularizes.The customer satisfies quality view is by the artificial starting point and the center, is revolving the reassignment organization and customer's enthusiasm, the activity, causes the organization unceasingly to satisfy the customer to request, thus realizes the customer to be satisfied, unceasingly realizes the humanity to the happy pursue, improves humanity's quality of life. At the same time, satisfies take the customer as the idea from organizes the quality specification and the determination power a side to change to a customer side, had reflected person's status unceasingly is enhancing. Grasps humanist this "the new melody", persisted according to customer's objective request, wants, for suffices to the foot; Does not want, does not give. Thus and mutually seeps the Chinese Communist Party in the organization and customer's interaction with to build humanity's matter and the spiritual civilization life.4, Customer satisfaction is organizes the eternal pursue the goal.Customer satisfaction is human society's one kind of basic desire, will be the humanity forever the without limits self- pursue. Therefore, meets customer's need and the desire also is organizes the eternal pursue the goal. Enters for the 21st century, the more and more many organization attention "the customer is satisfied" strategic sense. Is the various countries' expert, the entrepreneur, how the administrative personnels all exploring causes own organization to seize the 21st century quality as soon as possible the commanding point, many large-scale organization are formulating the 21st century quality strategies, and "the customer will be satisfied" took the quality strategy the core, took it will support other contents "the outline". "Satisfies customer's request and expected" will substitute for the pursue quality to be qualified or the service reaches the sign to become the highest goal which the enterprise pursues. Grasps the tendency to be able to grasp successfully, thus will grasp the future. In this competition extremely intense time, only has grasps this kind of tendency and the direction, correctly establishes the oneself developmental strategy goal, can in the competition neutrality to the invincible position.How stimulates the customer to be satisfied?Above said, customer satisfaction was the customer has accepted one kind of psychological condition which the product or the service and its the information stimulated produces, was a psychology concept. Then, how we do stimulate customer's this kind of satisfactory mood? "We do well, the customer will satisfy" to? Which first should we pay attention affect customer satisfaction and not the satisfactory factor have:1, not satisfactory factorThe clear instructions forgives which in the product either the service or anticipated provides to customer's use or the service, is the customer thought the self-evident characteristic, it meets the customer need the degree, affects the factor which the customer satisfies, once has the aspect which does not arrive, can create customer's disaffection, usually is called it not the satisfactory factor. For instance: We buy a thermos bottle, its heat preservation characteristic (or said use) is a not satisfactory factor. If buys a thermos bottle not to keep warm, we will be very annoyed and not be unsatisfied, since these characteristics all had, conforms to our requirement, also cannot urge us to satisfy, because we can think this is should.2, neutral factorSome one kind of factor, when customer's demand has not obtained satisfies, will feel very disappointedly; If obtains time satisfying which should obtain, cannot have any intense reflection; But, if organizes to do very much arrives, can increase the customer to be satisfied. We call such factor the neutral factor. For instance agrees time purchase goods, if cannot as scheduled arrive, can cause the customer to complain; If arrives on time, perhaps the customer cannot have any response; If can arrive ahead of time, then the customer can be very happy.3, satisfactory factorThe customer obtains the accident harvest, often can make the customer to be extremely pleased, however, organizes not to provide these product characteristics, also cannot cause the customer to be discontented, we called such factor is the satisfactory factor. For instance we purchase the ultra value service which the product obtained arrives; Enjoys when the service obtained arrives the accident present presents and so on. These accidents are pleasantly surprised often can make us to feel extremely satisfies.Had understood these affect the factor which the customer satisfies, how can we grasp well stimulate the customer to be satisfied. Only dodges forms the customer not satisfactory factor, diligently completes the neutral factor, plans with every effort with the implementation lets the factor which the customer satisfies, can unceasingly satisfy the customer to request, to strengthen the customer to be satisfied, thus achieves the quality goal which the customer satisfies, the promotion enterprise's development.The enterprise should establish and implement the customersatisfactory strategyWe do not avoid the enterprise the goal are the profit maximization. But the enterprise profit goal realization is take customer's existence as the foundation, left the customer, any organization all with difficulty exists. In in the 21st century competitions, who wins customer's adoring with the repayment, who can survive and the development; Otherwise, only can be blind alley. How does customer's adoring with repay, how also is decided to the enterprise causes their satisfaction. Therefore, says from some kind of degree, enterprise's management strategy is the quality strategy, but this all starting points and the home to return to all conclusion is a point: The customer is satisfied. How then we do establish and implement the customersatisfactory strategy?1, the creation " Customer satisfaction " as the central enterprise new management idea.The enterprise must manifests in own management policy and the goal "attracts more customers" and "unceasingly enhances the customer degree of satisfaction" the thought, in educates training to the staff in the foundation, causes the staff to comply with the occupational ethics, the behavior standards, the value idea and the staff quality molds the aspect, all seeps "all to let the customer is satisfied" the idea. Thus creates one kind in the enterprise interior "the internal service" management idea, although you not directly serve the customer, but your work must be for serves customer's person to serve. Inducts " the next working procedure in the enterprise interior is on the working procedure customer" the customer satisfies the idea, namely in the entire operation link, the previous link department treats as the next link department the customer, carries on the service to it, a link serves a link, finally provides the best service for the external customer.2, the promotion " Customer satisfaction " as the objective quality control innovation.The enterprise must frequently organized carry on the customer demand and the market information diagnosis, comprehensively, thoroughly and accurately grasps the customer various aspects the demand, including the latent demand, for the enterprise product market localization, the development design, the improvement and the innovation promptly provides the basis. At the same time, the diagnosis will obtain customer related aspect the and so on product function, quality, price and outward appearance demand, comprehensively accurately will transform as the product design improvement technical parameter, the cost element, and in strictly will request in the process according to the product design or the improvement which the organization will produce, will have to implement "under a link will be the customer" the policy, comprehensive development "internal customer satisfied" the activity, will produce conforms to the product which the customer will request, achieved the customer will be satisfied.3, pays special attention " Customer satisfaction " and serves the management innovation as the criterion enterprise marketing.The enterprise must use the science the method to carry on the customer degree of satisfaction to the enterprise exterior market environment evaluating after testing, through evaluates after testing the customer to enterprise's product quality characteristic, the fine reputation, well-knownness, turning head rate, the sales ability, the complaint rate and so on several aspects satisfaction, provides the basis for the improvement marketing strategy and the enhancement grade of service. At the same time, from enhances the customer "satisfaction" and "the loyalty" the goal embarks, establishes the customer file, omni-directionally implements, the multi- forms standard post-sale service, the realization pre-sale consultation, sells supports, the post-sale increment namely "the help user buys goods" the increment service process, thus "sues" the service after three stages entire processes service substitution.4, takes take " Customer satisfaction " as the guidance enterpriseinformation management innovation.The information technology development, provided the very good condition for our effectively collection and the process information, the enterprise has had in the realization take the enterprise as the center to take the customer as in the central mentality transformation foundation, carried on the enterprise information management the innovation. To the enterprise inside and outside pitch point and the flow and so on information collection, analysis, transmission, feedback, processing design, the speed which as well as various pitch points information current capacity and pasts performs to control, does the system research to the information feedback processing cycle and the time stipulation, thus is the correct development "the customer is satisfied" a series of activities, provides the science effective basis.5, the implementation " Customer satisfaction " as the master line enterprise organizational structure reorganization.While "the customer satisfied" the thought and "the customer satisfied" for the central strategy implementation, the enterprise must take the information bidirectional transmission speed, the information past the attrition rate and the management efficiency three big targets is in the synthesis optimization as a principle, reduces the enterprise excessively many management structure level and the administrative personnel level, causes the enterprise the structure flatly, the decision-making is fast. Realizes "the customer satisfiedly" the management goal is a master line, reasonably adjusts various departments the management function, eliminates the overlap region ofvarious departments function connection place and other management pessimistic areas, the realization management science is highly effective. Thus carries on the enterprise organizational structure the reorganization, the realization enterprise flow makes again.顾客满意——一种全新的质量观杨希昌长期以来，人们都把质量问题仅仅当作一个技术问题，说到改进质量就仅仅从技术角度去考虑。
