北京市体育场馆论文：北京市体育场馆 服务质量管理 服务质量管理体系.doc

北京市体育场馆论文：北京市体育场馆 服务质量管理 服务质量管理体系【中文摘要】体育场馆作为体育产业和体育事业发展的物质载体,在数量及规模迅速增长与我国体育服务业发展滞后已经成为阻碍体育场馆运营和发展的一大显性因素。因此,规范体育服务市场行为,提高体育场馆服务质量,建立与国际接轨的体育场馆服务质量管理体系成为重要任务之一。本文以系统论、ISO9000族标准为基础理论,以顾客为出发点为视角,构建体育场馆服务质量管理体系,并对体育场馆服务质量管理体系内容加以分析。在以北京市诸多体育场馆为研究对象,本文采用文献资料法、专家访谈法、特尔菲法、数理统计法、逻辑分析法、WBS工作分解结构法进行研究,得出以下结论:一、体育场馆服务质量管理概念为:顾客在与体育场馆设施环境,与服务人员之间发生的接触活动中,体育场馆组织在能够满足顾客对体育场馆的满意程度方面,指挥和控制各项服务过程的一系列协调活动。二、体育场馆服务质量管理体系是以系统论和ISO9000族标准为基础理论,提出了构建体育场馆服务质量管理体系的六项基本原则为:以顾客为关注焦点原则、领导作用原则、全员参与原则、过程方法原则、持续改进原则、基于事实的决策方法原则。三、通过特尔菲法,构成出北京市体育场馆服务质量管理体系。该体系以过程为基础的服务质量管理体系。这一过程是一个动态、循环的一系列管理活动。共分为三层,一级指标由体育场馆服务质量管理策划、服务质量管理实施、服务质量保持与改进组成。二级指标由体育场馆服务质量管理职责、体育场馆服务质量资源管理、工作环境、体育场馆服务质量管理文件、采取纠正与补救措施、监视、管理评审、改进8个指标组成。三级指标由服务方针、服务目标、服务承诺、职责、权限与沟通、人力资源、基础设施、安全环境、卫生环境、质量服务质量管理手册、服务程序文件、支持性文件、未兑现服务承诺分析、采取措施、收集顾客信息、分析信息、服务承诺检查、最高管理者评审、服务评审输入信息、服务评审输出决定与措施、持续改进、纠正措施、预防措施等23个指标组成。四、东单体育中心、朝阳体育馆作为盈利体育场馆的典范,验证了体育场馆服务质量管理体系对场馆提高运营管理水平、市场竞争力、经济和社会效益具有重要作用。东单体育中心成功运行服务质量管理体系,为北京市其他体育场馆提供了借鉴。【英文摘要】After Peking Olympic Games, venue in Peking not only amount and scale increase to arrive unprecedented, and the venue carries a camp to manage gradual and nations is in line with.But compared with the Euro-American and flourishing nation, in the venue carry a camp management existence of level certain margin.Know to all, one of modern Olympic Games focus problems-After the venue match how make use of, equally is also testing Peking.The venue is the material of athletics industry and athletics business development to carry a body, the main product providing is service, athletics service quality is the sill and core competencies of venue existence and development, the service quality management system of venue is a quality management of method, have already become urgent matter of the moment.This text with the system talk about, ISO9000 clan standard for foundation theories, take customer as the starting point as angle of view, set up the venue service quality management system, and manage a system contents to carry on analysis to the venue service quality.This essay takes many venues in Peking as a research object and adopt cultural heritage data the method and expert interview method, Delphi method, Mathematical Statistics method and logic analysis method and WBS work resolve the structure method carry on a research, get with draw a conclusion:1. Through the thorough comprehension toward the service quality, combine the analysis of athletics service characteristic, this text is in checking the foundation of cultural heritage data and experts interview, questionnaire and put forward the venue service quality management concept for: Venue various service works are canning satisfy customer and the demanding degree of other related squares, conductor and control to serve a built-up coordination activity.2.The venue service quality management system is with system theory and ISO9000 clan standard for foundation theories, put forward six basic principles of setting up the venue service quality management system for: With humanities originally(take customer as to pay attention to a focus), leadership function, whole memberses participate in, process method, continuously improve, according to the factual decision method.3. Through Delphi method, constitute venue service quality management system in Peking .The systems process- based service quality manages system. This process is a series of management activity of a dynamic state, circulation. Totally is divided into 3 classes, one class index sign is managed plan, service quality by the venue service quality to manage implementation, service quality to keep to constitute with improvement. Second class index sign from the venue service quality management job, the venue service quality resources management, work environment, the venue service quality management document, adopt to rectify with remediable measure, surveillance, management judge, improve 8 index signs to constitute. The third index sign constitutes to from 23 index signs such as service policy, service target, service commitment, job, legal power and communication etc. 4.The Dong Dan Sport Center and The Chao Yang Sport venue are models of earnings venue, this thesis passes service quality management document of case analysis The Dong Dan Sport Center and verifies the venue service quality management system to raise luck camp to manage level, market competition ability, economy and society efficiency to have an important function to the field building. The Dong Dan Sport Center successfully circulates service quality management system and provideds to draw lessons from for other venues in Peking .【关键词】北京市体育场馆 服务质量管理 服务质量管理体系【英文关键词】The Peking City venue service quality management and service quality manages system【目录】北京市体育场馆服务质量管理体系的研究中文摘要5-6Abstract6-71. 前言8-131.1 选题依据81.2 选题目的与意义8-91.3 文献综述9-131.3.1 关于北京市体育场馆的相关研究9-101.3.2 关于服务质量的研究10-111.3.3 关于质量管理研究11-121.3.4 关于国内体育场馆服务质量管理的研究12-131.3.5 关于国外体育场馆服务质量管理的研究132. 研究对象和研究方法13-142.1 研究对象132.2 研究方法13-142.2.1 文献资料法13-142.2.2 专家访谈法142.2.3 特尔菲法142.2.4 WBS 工作任务分解法142.2.5 个案研究法142.2.6 逻辑分析法142.2.7 数理统计法143. 研究结果与分析14-313.1 体育场馆服务质量管理概念界定14-163.1.1 体育场馆提供服务的特征14-153.1.2 体育场馆服务质量管理的概念15-163.2 构建体育场馆服务质量管理体系的理论基础与基本原则16-193.2.1 构建体育场馆服务质量管理理论基础16-173.2.2 构建体育场馆服务质量管理体系的基本原则17-193.3 体育场馆服务质量管理体系的构建19-233.3.1 体育场馆服务质量管理体系指标的构建步骤193.3.2 体育场馆服务质量管理体系指标的拟定、筛选和优化19-233.3.3 体育场馆服务质量