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精益服务
    Lean Service in Service Quality Management
    在医院门诊打造精益服务
    the fourth defines what is lean service, points out three lean methods of designing service operation, and advances the process of constructing lean service system in service enterprises by applying customer cost-value analysis, service process analysis, service flow reengineering and service capacity management;
    第四章定义了精益服务,根据不同的服务类型提出了三种精益设计方法,并且提出了服务企业构建精益服务体系的方法,通过顾客成本-价值分析、服务过程分析、服务流程设计、服务能力管理等具体方法,指导服务企业进行精益体系的构建。
    the fifth chapter applies lean service theory in a concrete case study of service enterprises.
    第五章在具体的服务型企业中应用精益思想,建立精益服务体系,进行实证性研究。
    In the last part of this paper, the study status of lean service is concluded and its application prospect is shown.
    论文最后对精益服务的研究现状进行总结,并对其应用前景进行展望。
    This article presents a case study of the application of lean service in hospital out-patient service,demon- strating how lean service lead to improved process efficiency and competence.
    通过对医院门诊服务的案例分析,展示了构建精益服务的过程,并展示了精益服务带来的竞争优势和全新的服务体验。
    The tremendous improvement potential has been increasingly attracting more and more service business organizations to employ the six sigma methodology and application. Based on successful Six Sigma implementation practices in the service industry,Juran Institute of Shanghai puts Service Six Sigma (SSS) management model and integrates it with the Service Quality Index,DMAIC and Lean Service.
    本文依据上海朱兰质量研究院在一些服务企业和制造企业的服务部门推行实施六西格玛的成功实践,融合服务质量指数、DMAIC方法和精益服务,提出了体现服务业特色的“服务六西格玛(SSS)”的管理模式。
 

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