Research On Quality Management Of Online Tour Guide Platform

Mobile Internet technology is quietly changing people's life.Under the policy background of the free practice of tour guides,the tour guide platform develops on a large scale in the tourism market,reconnecting tourists and tour guides with a new process logic.As the market prospect of online tour guide is broad,more and more competitors enter the market,and the competition pressure increases in the market.Every Online Platform spares no efforts to get the favor of consumers and tour guide resources.The number and quality of tour guides joining the platform determines the number and quality of products that the platform can provide,and rich variety and quality of products can attract more tourists to use the platform.The service quality level of the platform is a direct determinant factor to attract tourists and tour guides.In recent years,X company has made great efforts to improve the service quality and had great achievements.Based on the research of six sigma theory and practical experience at home and abroad,this paper takes X company's online tour guide service platform as the research object and discusses the quality management of its platform.Firstly,analyzed the quality management and service characteristics of the platform combining with the actual market situation.Then discusses the necessity of applying six sigma quality management theory to the platform management,and demonstrated the applicability of the platform's implementation of Six Sigma according to company's essential characteristics.In the specific implementation process,firstly,according to the selection principle of the target project,selected the prority of target process implementation.Then,taking the improvement of tour guides' satisfaction with the process of joining platform as an example,analyzed and solved the problems in the joining process by using the six sigma management method.In the process of analysis,the whole process was subdivided into three sub process.According to different characteristics and problems of each sub-process,respectively adopted questionnaire investigation,interview method and other methods to know the requirement of the members.Then used process capability analysis,process analysis,brainstorming methods to find and improve the process of joining process,control the improved results,ensure the long-term effects.Through the analysis and optimization of the improvement mode of DMAIC in the franchise process,the final goal of the project was finally achieved,that is,highlight the entry of the franchise,clarify the process of the franchise,shorten the time of product launch,and enhance the satisfaction of the franchisee.The successful experience of quality management of X company can provide reference for the same type of companies in the market,and can even be extended to other online service platforms.