机关的审核
<p>这次审核的是一个区委的办公室，听说该办主任非常认可这个标准，有这种意识和思想的人实在是太少了，更何况是一个机关的负责人呢！</p><p> 识别一下：</p><p> 相关方：上级领导、下属部门、职员、社会公众等；<</p><p> 过程：政务管理过程；</p><p> 特殊过程是不能删掉的，文审已经给提出来了！</p><p> 服务过程与监测过程同步进行！</p><p> 就这方面，请大家多提宝贵意见吧！</p><p> 扛起质量大旗——一往无前...........</p> 属于行政服务业， <group id="_x0000_s1026" coordsize="2625,2496" coordorigin="4326,10877" style="margin-top:109.15pt;z-index:1;left:0px;margin-left:208.8pt;width:24;position:static;height:24;text-align:left"><font face="宋体"> </font><group id="_x0000_s1027" coordsize="2625,2496" coordorigin="1701,10877" style="left:200px;width:200px;position:static;top:200px;height:200px"><rect id="_x0000_s1028" style="left:200px;width:200px;position:static;top:200px;height:200px"><textbox style="mso-next-textbox:#_x0000_s1028"><table cellspacing="0" cellpadding="0" width="100%"><tbody><tr><td style="border-right:#d4d0c8;border-top:#d4d0c8;border-left:#d4d0c8;border-bottom:#d4d0c8;background-color:transparent"><div><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:10.5pt;mso-char-indent-count:1.0"><span style="font-family:宋体;mso-ascii-font-family:&quot:;times new roman&:;quot:;mso-hansi-font-family:&quot:;times new roman&:;quot:">无形服务</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt"><span lang="EN-US"><p><font face="Times New Roman"> </font></p></span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt"><span lang="EN-US"><p><font face="Times New Roman"> </font></p></span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt"><span lang="EN-US"><p><font face="Times New Roman"> </font></p></span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt"><span lang="EN-US"><p><font face="Times New Roman"> </font></p></span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt"><span lang="EN-US"><p><font face="Times New Roman"> </font></p></span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt"><span lang="EN-US"><p><font face="Times New Roman"> </font></p></span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt"><span style="font-family:宋体;mso-ascii-font-family:&quot:;times new roman&:;quot:;mso-hansi-font-family:&quot:;times new roman&:;quot:">有形产品</span></p></div></td></tr></tbody></table></textbox></rect><line id="_x0000_s1029" to="4326,10943" from="3276,10943" style="position:static"><stroke startarrow="block"></stroke></line><line id="_x0000_s1030" to="4326,11240" from="3276,11240" style="position:static"><stroke startarrow="block"></stroke></line><line id="_x0000_s1031" to="4326,11537" from="3276,11537" style="position:static"><stroke startarrow="block"></stroke></line><line id="_x0000_s1032" to="4326,11849" from="3276,11849" style="position:static"><stroke startarrow="block"></stroke></line><line id="_x0000_s1033" to="4326,12146" from="3276,12146" style="position:static"><stroke startarrow="block"></stroke></line><line id="_x0000_s1034" to="4326,12458" from="3276,12458" style="position:static"><stroke startarrow="block"></stroke></line><line id="_x0000_s1035" to="4326,12800" from="3276,12800" style="position:static"><stroke startarrow="block"></stroke></line><line id="_x0000_s1036" to="4326,13097" from="3276,13097" style="position:static"><stroke startarrow="block"></stroke></line><line id="_x0000_s1037" to="4326,13343" from="3276,13343" style="position:static"><stroke startarrow="block"></stroke></line></group><line id="_x0000_s1038" to="5901,13373" from="4326,10877" style="position:static"></line></group><p class="MsoNormal" style="margin:0cm 0cm 0pt"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">美国的服务管理专家</span><span lang="EN-US"><font face="Times New Roman">Parasuraman</font></span><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">，</span><span lang="EN-US"><font face="Times New Roman">Zeithaml</font></span><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">与</span><span lang="EN-US"><font face="Times New Roman">Berry</font></span><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">简称</span><span lang="EN-US"><font face="Times New Roman">PZB</font></span><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">等学者利用集深访问法，得出决定服务品质的要素，共有下列十种：</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">●可靠性：包括绩效与可信性的一致。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——公司第一次服务要及时、准确地完成；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——准确结帐；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——保持好的记录；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——在指定时间内完成服务。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">●响应：雇员乐间或随时提供服务。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——及时服务；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——即刻办理邮购；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——迅速回复消费者打来的电话；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——提供恰当的服务。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">●能力：掌握所需技能和知识的努力。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——与顾客接触的雇员所具备的知识的技能；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——操作支援人员的知识和技能；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——组织的研究能力。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">●接近顾客：包括易于接触和方便的联系。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——通过电话很容易联系到服务；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——接受服务所等待的时间不长；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——运营的时间便利；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——服务设备安置地点便利。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">●礼貌：包括客气、尊重、周到和友善。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——考虑消费者的利益；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——公共接触人员外表的干净、整洁。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">●交流：用消费者听得懂的语言表达和耐心倾听消费者的陈述。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——介绍服务本身的内容；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——介绍所提供服务的费用；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——介绍服务与费用的替换；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——向消费者保证能解决问题。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">●可信度：真正、信任、诚实和心中想着消费者的利益。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——公司名称；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——公司声誉；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——接触顾客人员的个人特征；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——包括在相互作用中的推销难易程度。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">●安全性：摆脱危险、冒险、疑惑的自由度。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——身体上的安全；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——财政上的安全；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——信任程度。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">●理解：尽力去理解消费者的需求。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——了解消费者的特殊需求；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——提供个别关心；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——认识老主顾。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">●有形的东西：包括服务的实物方面。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——实物设施；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——人员形象；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——提供服务时所使用的工具和设备；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——服务的实物表征（卡片等）；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——服务设施中的其他东西。</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span lang="EN-US"><font face="Times New Roman">5.</font></span><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">服务质量的细分</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">（</span><span lang="EN-US"><font face="Times New Roman">1</font></span><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">）技术质量和功能质量</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">●技术质量：简称</span><span lang="EN-US"><font face="Times New Roman">Q<sub>T</sub></font></span><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">，主要指某项服务带给顾客的价值，包括所使用的设备和作业方法等技术层面的内容，例如：</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——餐馆为客人提供色、香、味俱佳的菜肴；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——旅店为客人提供干净卫生的床上用品；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——银行为客人提供准确快速的汇兑业务；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——医院给病人提供适当的医治手段；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——学校给学生提供适合发展的素质教育内容；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——律师为当事人提供有理有据的辩护；</span></p><p class="MsoNormal" style="margin:0cm 0cm 0pt;text-indent:26.15pt;mso-char-indent-count:2.18"><span style="font-family:仿宋_gb2312;mso-ascii-font-family:&quot:;times new roman&:;quot:">——货运代理公司及时地为客人租到所需要的运输工具。</span></p> <p>针对服务性的组织在建立体系时：在产品实现过程中的7.3部分请根据实际情况进行删除，而7.6的部分则可以全部删除。</p><p>那在审核时需注意关心测量、分析与改进过程中的8.2.1部分，个人觉得这个部分要根据这个区委办办公室的主要服务对象而确定。</p> <p><font size="4">服務行業與製造行業做系統之區別在於製造業的系統指引是9004 ,服務則是9004part2</font></p><p><font size="4">拜託 ,審核人前自己要先看點書</font></p>
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