Research On The Sports Venue's Service Quality Management System In Beijing

After Peking Olympic Games, venue in Peking not only amount and scale increase to arrive unprecedented, and the venue carries a camp to manage gradual and nations is in line with.But compared with the Euro-American and flourishing nation, in the venue carry a camp management existence of level certain margin.Know to all, one of modern Olympic Games focus problems-After the venue match how make use of, equally is also testing Peking.The venue is the material of athletics industry and athletics business development to carry a body, the main product providing is service, athletics service quality is the sill and core competencies of venue existence and development, the service quality management system of venue is a quality management of method, have already become urgent matter of the moment.This text with the system talk about, ISO9000 clan standard for foundation theories, take customer as the starting point as angle of view, set up the venue service quality management system, and manage a system contents to carry on analysis to the venue service quality.This essay takes many venues in Peking as a research object and adopt cultural heritage data the method and expert interview method, Delphi method, Mathematical Statistics method and logic analysis method and WBS work resolve the structure method carry on a research, get with draw a conclusion:1. Through the thorough comprehension toward the service quality, combine the analysis of athletics service characteristic, this text is in checking the foundation of cultural heritage data and expert's interview, questionnaire and put forward the venue service quality management concept for: Venue various service works are canning satisfy customer and the demanding degree of other related squares, conductor and control to serve a built-up coordination activity.2.The venue service quality management system is with system theory and ISO9000 clan standard for foundation theories, put forward six basic principles of setting up the venue service quality management system for: With humanities originally(take customer as to pay attention to a focus), leadership function, whole memberses participate in, process method, continuously improve, according to the factual decision method.3. Through Delphi method, constitute venue service quality management system in Peking .The system's process- based service quality manages system. This process is a series of management activity of a dynamic state, circulation. Totally is divided into 3 classes, one class index sign is managed plan, service quality by the venue service quality to manage implementation, service quality to keep to constitute with improvement. Second class index sign from the venue service quality management job, the venue service quality resources management, work environment, the venue service quality management document, adopt to rectify with remediable measure, surveillance, management judge, improve 8 index signs to constitute. The third index sign constitutes to from 23 index signs such as service policy, service target, service commitment, job, legal power and communication etc.. 4.The Dong Dan Sport Center and The Chao Yang Sport venue are models of earnings venue, this thesis passes service quality management document of case analysis The Dong Dan Sport Center and verifies the venue service quality management system to raise luck camp to manage level, market competition ability, economy and society efficiency to have an important function to the field building. The Dong Dan Sport Center successfully circulates service quality management system and provideds to draw lessons from for other venues in Peking .