T The Company's Service Quality Management

The society has become a service society when it came into 21 century .The percentage of service industry has exceeded 50% of whole GDP in each country, and the trend is becoming distinct. In order to improve enterprise's market competition ,it is not enough to just rely on traditional tangible product management, so we have to strengthen customer service management. Service quality management is the key for providing excellent service to customer.The paper first reviewed the history of service quality management. Then gave a detailed introduction about basic concepts of service quality management. Later it explained some theories of service quality management :Service Quality Circle; Service Golden Triangle principle and GAP model of service quality; The paper also stated the eight management principles which guides the service organization on the quality management. In addition, it introduced some widely used methods: PDCA circle, Management by Object, service quality evaluation and service quality design etc. .The principles and methods of these theories could be as guidelines to help the service organization to implement quality management.The other parts of the paper explained the research on service quality management system in a multinational company---T company. First, the paper gave an introduction of T's background and business development in China as well as the function and structure of its technical service .Then it established a model of service quality management which describes the platform and process of quality management of T company's technical service. Then from aspects of quality planning, quality controlling, quality improvement and quality assurance, the paper explained and analyzed the quality management process and methods. Beside this, from the points of service innovation and organization culture, it gave a further analysis on the service management. Hopefully, through-out analyzing and studying on the culture of quality management in the successful international company , the paper will be helpful to the local enterprises to implement service quality management.