| 应用六西格玛(6σ)管理提高银行的顾客满意度 |
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| 引用本文： | 柏娟娜,崔利荣.应用六西格玛(6σ)管理提高银行的顾客满意度[J].价值工程,2007,26(8):83-86. |
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| 作者姓名： | 柏娟娜 崔利荣 |
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| 作者单位： | 北京理工大学管理与经济学院,北京,100081 |
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| 摘 要： | 21世纪企业的竞争是服务与质量的竞争,六西格玛(6σ)管理对顾客的关注使其不同于以往的质量管理理论与方法。通过一个银行服务系统的例子来说明6σ管理对顾客满意方面的关注和实施,最后指出6σ管理实施的基本要素。
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| 关 键 词： | 六西格玛(6σ)管理 顾客满意 银行 |
| 文章编号： | 1006-4311（2007）08-0083-04 |
The Application of Six Sigma in Customer Satisfaction of Bank |
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| Bai Juanna,Cui Lirong.The Application of Six Sigma in Customer Satisfaction of Bank[J].Value Engineering,2007,26(8):83-86. |
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| Authors: | Bai Juanna Cui Lirong |
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| Institution: | School of Management and Economic, Beijing University of Technology, Beijing 100081, China |
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| Abstract: | The competition in service and quality is the main competition in the 21th century among enterprises.Six sigma management differs from the previous quality management theory,which is focused on customers.In this paper,an example that six sigma is applied in a banking service system to improve customer satisfaction is given.Finally,the essentials in the application of six sigma are pointed out. |
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| Keywords: | six sigma(6σ)management customer satisfaction bank |
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