何谓质量?--世界八位著名质量专家给质量定义

菲利浦·B·克劳士比的质量定义:第一个错误的假设是质量意味着美好或奢华或光亮或重量。“质量”一词用来标志事物的相对价值,采用“好质量”、“坏质量”和时尚用语“生活质量”等形容。“生活质量”是陈腐的套语,因为每个听者都认为说者的话就指他(或她)理解的意思。我们如果要想要管理质量,就必须将它定义为“符合需要”,其原因就在于此。 在商业买践中,情况同样如此。要求必须一清二楚,以免让人误解。然后持续不断地进行测量以确定是否符合这些要求。检查出的不符合即是缺乏质量。质量问题变成不符合问题,因而质量变成可定义的事物。     

客户视角下的服务质量：一项实证研究

伴随着印度经济的自由化和全球化,印度的服务性组织在全球市场中面临着激烈的竞争。了解客户感知到的服务质量对于服务性企业战胜竞争者,吸引并留住客户都是很有帮助的。虽然目前对制造业质量管理的研究已有很多,但在服务业的相关领域内我们却所知甚少。为此,本文将重点从客户的角度来研究印度汽车服务行业的服务质量。从服务质量关键因素着手,对印度汽车服务站的总体服务质量进行了研究,根据6个关键因素计算分析出服务质量指数,来确定印度汽车服务行业的总体服务质量水平。     

Managing demographic risk

In developed nations, the workforce is aging rapidly. That trend has serious implications. Companies could face severe labor shortages in a few years as workers retire, taking critical knowledge with them. Businesses may also see productivity decline among older employees, especially in physically demanding jobs. The authors, partners at Boston Consulting Group, offer managers a systematic way to assess these dual threats--capacity risk and productivity risk--at their companies. It involves studying the age distribution of their employees to see if large percentages fall within high age brackets and then projecting--by location, unit, and job category--how the distribution will change over the next 15 years. Managers must also factor in both the impact of strategic moves on personnel needs and the future supply of workers in the market. When RWE Power analyzed its trends, the company learned that in 2018 almost 80% of its workers would be over 50. What's more, in certain critical areas its labor surplus was about to become a sizable shortfall. For instance, a shortage of specialized engineers would develop in the company just as their ranks in the job market thinned and competition to hire them intensified. Reversing its downsizing course, RWE Power took steps to increase its supply of workers in those key positions. The authors show how companies that face talent gaps, as RWE Power did, can close them through training, transfers, recruitment, retention, productivity improvements, and outsourcing. They also describe measures that companies can take to keep older workers productive, including workplace accommodations, revised compensation structures, performance incentives, and targeted health care management. The key is to identify and address potential problems early. Firms that do so will gain an edge on rivals that are still relentlessly focused on reducing head count.     

紫外线/臭氧处理对喷墨印刷铜图文和聚酰亚胺基材间相互作用的影响

摘译近年来,喷墨印刷电子技术得到了迅速发展,因为相对于传统光刻技术需要通过真空处理、化学沉积和蚀刻来制作电路图案,喷墨印刷更简单、经济。目前,喷墨印刷已用于制作各种灵巧的电子器件,如薄膜晶体管、射频识别标签、印刷电路板等。     

妥善行事CEO解约

决定是否、何时以及怎样终止与现任CEO的雇佣关系并且选定一名继任者,对任何一家公司的董事会而言都是头等大事。然而事实上,公司与CEO解约的情况比较罕见。也正因为如此,公司的法律总顾问以及人力资源专家常常对于解聘CEO缺乏经验     

Neglected aspects of the learning process

While many health care professionals are aware of basic principles of learning, the hurried health provider too often neglects essential pedagogical components that could facilitate learning. This article focuses on frequently neglected aspects of learning that can be used by the materials management department manager to maximize the learning process and ultimately optimize efficiency.     

Q waves--does depth matter?

Deep narrow Q waves in an electrocardiogram may be significant and should suggest several possible diagnoses. By considering the leads where they are observed, the presence of additional ECG abnormalities, the applicant's age and any relevant clinical information, one can considerably narrow the diagnostic possibilities.     

谁说大象不能跳舞之“重新制定薪酬政策”

IBM前任CEO郭士纳的新书《谁说大象不能跳舞?》向我们揭示了10年间IBM历史性转型的内幕,其中机构再造和重定薪酬政策两部分更能让人一睹企业重塑的艰难和精彩。     

The energy outlook: combining the options

Where can we get all the energy we will need for the rest of the century to heat our homes, cool our offices, run our hospitals, and keep our factories going? Not from the conventional sources of energy at home and certainly not from foreign oil, say these authors. According to their calculations, U.S. supplies of oil, natural gas, coal, and nuclear power will be inadequate, and U.S. importation policy has already made us dangerously dependent on the unstable, unpredictable Middle East. To lessen our dependence on imported oil, they say, requires a balanced program of adopting reasonable conservation measures, developing solar power, and producing energy from our usual domestic sources under new incentives.