| COPC标准及其在我国客服中心的应用 |
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| 引用本文： | 郭政,季丹.COPC标准及其在我国客服中心的应用[J].世界标准化与质量管理,2010(1):70-73. |
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| 作者姓名： | 郭政 季丹 |
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| 作者单位： | 1. 上海质量管理科学研究院,上海,200050
2. 上海交通大学,上海,200030 |
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| 基金项目： | 国家自然科学基金项目 |
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| 摘 要： | 顾客运营绩效中心（COPC）标准作为服务领域的国际知名标准，近年来发展迅速，在我国的认知度不断上升，越来越多的相关组织希望能够深入了解该标准。文章介绍了目前该标准最广为应用的3．2版本，以及我国客服中心开展相关认证的情况，并解释了造成这种情况的原因。
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| 关 键 词： | 顾客运营绩效中心 客服中心 服务质量 |
On the COPC Standards and Its Application in Customer Service Centers |
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| GUO Zheng,JI Dan.On the COPC Standards and Its Application in Customer Service Centers[J].World Standardization & Quality Management,2010(1):70-73. |
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| Authors: | GUO Zheng JI Dan |
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| Institution: | GUO Zheng~1,Ji Dan~2 (1.Shanghai Academy of Quality Management,Shanghai 200050,China,2.Shanghai Jiaotong University,Shanghai 200030,China) |
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| Abstract: | As a famous standard in the international service field,COPC has developed very rapidly in recent years.In China,a lot of organizations come to know it and want to get more details.This article introduces the standards of the most widely used of the COPC-2000 3.2 version,describes the situation of the standard certificated in China's customer service centers and interprets the reasons for this situation. |
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| Keywords: | COPC customer service centers service quality |
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