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2002年11 期
| 标题 |
| 浅论铁路运输企业服务质量管理(24 卷) |
| 英文标题 |
| Preliminary Study on the Quality Management of Railway Transportation Enterprises’ Services |
| 摘要 |
| 按照ISO 9000标准建立我国铁路运输企业服务质量管理体系，首先要明确经营理念，在全路开展“三新”教育；其次要调整企业组织和文化，从根本上加强对服务质量的控制；然后，根据不同的工作内容、服务岗位分别采取流水线法和授权法，制定岗位职责和服务规范；并通过自检和他检 |
| 作者 |
| 新闻作者:张 腾 |
| 关键字 |
