Study On Optimization Of Service Quality Management System Of Ji’nan Water Group

With the development in recent years, Jinan water group made great achievements, at the same time, should also be see Jinan City water supply service also exist some problems and shortcomings, such as hardware support services is still poor, service content, the way from the people’s needs and expectations there is still a certain gap. Especially in single treatment as the focus of the "post crisis treatment and emergency has been unable to meet the current service situation and need to strengthen the customer demand predict, predict, pretreatment to improve the management and service level.This paper based on literature analysis method, quantitative and qualitative methods in Jinan water group service quality management of empirical research, the Jinan Water Group operating service quality management system of analysis, based on the Six Sigma Jinan Eaux service management system design plan and implementation, based on Six Sigma Jinan Eaux service management system implementation safeguard measures, so as to realize the significance of this study. First of all, the introduction part, an overview of the research background, research significance, research status at home and abroad as well as the content and method of the research; secondly, through literature analysis and mathematical theories of Six Sigma management, summarizes the definition of Six Sigma, statistical meaning, management concept, management organization, common index DMAIC quality and Breakthrough Strategies, and analyzes the common tools of Six Sigma management; third, through the establishment of model investigation of Ji’nan water group, investigation service quality survey of internal service quality of company operating the service quality survey, external service quality, at the same time through the company’s service organization, service process analysis, analysis of the problems and the reasons of the company the quality of service management; fourth, to explore the implementation of Six Sigma Management in Ji’nan water group The necessity and feasibility analysis, that the implementation of the Ji’nan water group, Liu Xige management is the need for the implementation of the interests of all parties, and effectively improve the quality of service requirements, security mechanism at the same time, the implementation of Six Sigma management system, actively promote the leadership of the Department, staff quality is high, compared with the congruent feasibility; fifth, the design of service management system Ji’nan water group based on Six Sigma, identify customer requirements, set design goals, defining the design scope, determine the improvement process, measuring data collection, verification and measurement system, measurement capability, conclusion analysis stage to establish a causal relationship; sixth, the implementation strategy of Ji’nan water group service management system based on Six Sigma, through the definition of requirements, measurement data, analysis of the reasons, process improvement, summarize the experience of each part Jinan water group service management system implementation; the seventh is proposed based on Six Sigma Jinan Eaux service management system and the implementation of the safeguard measures, including to establish service oriented business strategy, organization restructuring, the service process improvement, focus on internal marketing, structure love to build your service enterprise culture. Finally, it puts forward the main conclusion of this paper.