质检新思考(国外英文资料).docVIP

质检新思考(国外英文资料) New thinking on quality inspection -- the concrete practice of total quality management Author: willhsu | source: World |2008-05-11 07:20:10 customer In the past year, I have walked through many call centers, and I have seen the way of quality inspection and operation. I always feel in my mind: Call center quality inspection work, or stay in the threat management stage, mainly to the operator as a means of punishment, quality inspection personnel to find the operators fault, as long as there is wrong, wrong buckle money, a buckle money, a lot of the call center has invested a lot of manpower quality inspection, set up a special quality inspection department, feel like the Ming Dynasty guard East, the operator heard quality inspection discoloration, I heard a joke, describe the quality inspection in a sneaky way of hiding in a house, the phone to listen to others work in just ways, and then quietly put his salary from the bank to take away, this joke, point out the essence of intimidation and vivid work quality inspection at present. Quality inspection has become a quality threat department. How effective is this management approach? Over the past year, Ive seen three types of call centers after quality control and threat management: 1 happy family type: Quality personnel avoid conflict with the operator, so everyone has almost the same quality check, almost no difference. I did not understand at first this situation, to a large call center training, I was trying to improve the consistency of the quality inspection standard for evaluation of their staff, so I asked him, do you have to do before the calibration of the inspector? They said the manager, of course, is that all the inspectors found, wasassessed with an audio file, in order to understand each other about whether there is a gap. I asked, before that, the gap between the calibration results is very large? I thought, according to my experience, most of the call center for quite a large gap betw