出租汽车企业实施ISO9000质量体系的关键质量控制点
Taxi enterprises in the implementation of ISO9000 quality system the key quality control points
出租汽车是交通运输业道路客运交通的一部分，属城市公用事业范围内公共交通设施中的“小宗公共交通”，是公用事业和公共交通的一个重要组成部分，出租汽车企业和其他公共交通企业一样是服务性的生产经营型企业，但也有其自身的一些特殊性。
Rent a car transport road passenger transport part of city public utilities, is within the scope of public transport facilities in the" small public transportation", is the public utilities and public transport is an important component of, car rental companies and other public transportation enterprise is the service of the production and operation of enterprises, but also it has its own some special.
出租汽车企业在实施ISO9000质量体系时，如能够根据ISO9000质量体系的有关要求，充分结合出租汽车行业的特点，准确把握出租汽车企业的服务特点，抓住主要过程的关键质量活动进行管理，将能更好地帮助出租汽车企业加强基础管理，提高服务质量和运输市场占有率，获得良好的社会信誉，更好地满足顾客需求。
Taxi enterprises in the implementation of ISO9000 quality system, such as according to ISO9000 quality system requirements, combine with the taxi industry characteristics, accurately grasp the business of taxi service characteristics, seize the main process of the key quality management activities, will be better able to help taxi enterprises to strengthen management, improve service quality and transport market share, access to good social reputation, better meet customer needs.
下面本文试从产品特性要点、产品典型流程和关键质量活动等方面进行分析。
This article tries from the product characteristics, the typical process and key points of product quality activities and other aspects of analysis.
1．产品特性要点
1 characteristic points
出租汽车企业提供的产品就是出租汽车服务。出租汽车是充分满足乘客意愿而被雇用的营业汽车，作为城市公用事业和公共交通的一个重要组成部分，出租汽车的任务就是以各种类型的汽车为客运工具，并以其从业人员的服务性劳动为乘客（用户）在城市范围内的位置移动，为政府的政治外交活动，为企、事业单位经济科技活动以及为市民和旅游者的生活和游览活动等诸方面提供劳务性的优质服务。
Taxi companies to provide products is the taxi service. The taxi is fully meet the passengers will be employed business car, as the city public utilities and public transport is an important component of, the taxi 's task is to various types of car for passenger vehicles, and its practitioners services for passengers ( user ) in the city within the scope of mobile location, for the government 's political and diplomatic activities, for enterprises, institutions of economic activities in science and technology as well as for citizens and tourists living and traveling activities and other aspects of providing labor services.
1.1出租汽车具有及时性、方便性、舒适性、经济性等特点。
The 1.1 car has timeliness, convenience, comfort, economy and other characteristics.
1.1.1及时性。由于出租汽车无固定路线，路途不停车，可以直接捷径行驶，因此平均技术速度比公共汽车快。乘车人可由上车地点直接到达下车地点，减少中间换乘时间。这一特点不但适应上下火车、飞机、轮船旅客的需求，也为抢救病人和运送入院产妇在时间上提供了保证。同时它也适应当前城市生活节奏加快的要求，为各阶层人士提高工作效率创造条件。
1.1.1 timeliness. As the taxi without a fixed route, road parking, and can directly cut running, so the average velocity is faster than a bus. Passengers from locations on the bus directly to the drop off point, reduce intermediate transfer time. This characteristic is not only adapt to the next train, plane, ship passenger demand, for rescuing patients admitted in time and delivery of maternal provided a guarantee. At the same time it is also adapted to the current city life rhythm accelerate requirements, for all sectors to improve work efficiency and create conditions.
1.1.2方便性。给乘客出行乘车提供方便是出租汽车的最大优势，具体体现在如下方面：
1.1.2 convenience. To facilitate passengers travel by car rental car is the biggest advantage, embodied in the following aspects:
1.1.2.1不受时间限制，可以在昼夜24小时的任何时间内租到出租汽车。
1.1.2.1 is not limited by time, 24 hours a day at any time to rent the rental car.
1.1.2.2有多种租车形式可供乘客选择，例如一次性租车、预约租车、几户乘客合租一辆车、在街道两旁招手租车和营运场站租车等。
1.1.2.2 has a variety of forms available for choice of passenger car, car rental, car rental, such as disposable appointment a few households passenger flat-share a car, on both sides of the street car and waved operating station car.
1.1.2.3在符合有关规定的前提下，出租汽车可以接客到门，送客到指定地点，这对于乘客是十分方便的。
1.1.2.3 in accordance with the relevant provisions of the premise, the taxi can pick out the door, to a designated location, it is very convenient for passengers.
1.1.2.4乘客可在车上交谈，商谈工作，也可在长途行车中休息，适合城市快节奏工作的特点。
1.1.2.4 to passengers in the car talk, discuss, also can be in long-distance traffic in the rest, for the city fast paced working characteristic.
1.1.3舒适性。
The 1.1.3 comfort.
1.1.3.1有宽畅、舒适的座位，不拥挤，乘坐舒适。
1.1.3.1 has a spacious, comfortable seats, not crowded, ride comfort.
1.1.3.2有的车内有空调设备，温度适宜，并有音响设备，可以消除长途乘车疲劳。
Some 1.1.3.2 car air conditioning equipment, temperature is appropriate, and audio equipment, can eliminate long-distance riding fatigue.
1.1.3.3出租汽车的技术性能良好，行驶平稳。
1.1.3.3 taxi excellent technical performance, stable running.
1.1.4经济性。如与公车或私人车相比较，出租汽车具有一定的经济性，原因如下：
1.1.4 economy. As is the case with the bus or private car photograph is compared, the taxi has certain economic, the reasons are as follows:
1.1.4.1租乘出租汽车不需要车辆投资，也不需要筹建停车场地和雇用司机。
1.1.4.1 rent taxi need not vehicle investment, also do not need to build parking facilities and employ driver.
1.1.4.2出租汽车利用率高，成本相对较低。
1.1.4.2 rental car utilization rate is high, relatively low cost.
1.1.4.3出租汽车有正常的保养制度，可以延长车辆的使用寿命。
1.1.4.3 taxi had normal maintenance system, can prolong the service life of the vehicle.
1.2与一般交通行业比较，出租汽车企业的经营管理具有以下特点：
1.2 and traffic industry, taxi business management has the following characteristics:
1.2.1出租汽车实行单车作业，一人一车，流动服务。驾驶员不但要驾驶车辆运载乘客，还要独立地招揽业务、结算租费和保管现金。因此在一定程度上讲，驾驶员是一个独立的生产经营者。一辆出租汽车服务质量的好坏和营运效率的高低，主要依靠驾驶员的素质、职业道德和生产积极性。这就要求驾驶员不但要具备熟练的加强技术和排除车辆故障的能力，还要熟悉城市地理，包括主要旅馆、酒店、娱乐场所、名胜古迹、主要街道等，而更重要的是要有为乘客热忱服务的精神，要掌握丰富的业务知识，了解市场业务信息，具有独立的经营能力。
1.2.1 taxi execute bicycle to work, a car, mobile service. The driver should not only driving a vehicle to carry passengers, but also independently to solicit business, clearing fees and custody of cash. Therefore, to some extent, the driver is an independent manufacturing operator. A taxi service quality and operational efficiency, rely mainly on the quality of the drivers, occupation ethics and enthusiasm in production. This requires that the driver should not only have the skilled to strengthen technical and exclude vehicle failure capability, but also familiar with the city geography, including major hotels, hotels, entertainment, places of historic interest and scenic beauty, main street, and more important is the need for passenger dedicated service and the spirit, to grasp the rich professional knowledge, understand the market information, has independent operation ability.
1.2.2出租汽车是一个服务面广和影响大的窗口行业，接触社会各个阶层，服务对象广泛。要求驾驶员和其它从业人员必须具备多方面的服务知识。出租汽车企业的员工必须具有较高的思想觉悟水平和民族自尊心，以及良好的职业道德风尚，并能自觉抵制社会不良风气的侵蚀。如果在服务过程中发生问题会影响一个城市甚至国家的声誉。
1.2.2 taxi is a wide range of services and the impact of large window industry, contact with all social classes, serve a wide range. Asked the driver and other practitioners must have many aspects of knowledge. The taxi company employees must have a high political consciousness level and national pride, as well as good occupation morality, and consciously resist the bad social mood of erosion. If the service problems will affect a city or even a country 's reputation.
1.2.3出租汽车的管理工作难度大。这是由于营运车辆由各自分散的驾驶员单独经营，他们在生产服务过程中离开领导和群众的监督，是出租汽车行业在企业管理上的一个突出的特征。因此，对驾驶员不能单纯依靠行政手段，除注意做好相关的教育外，应采用科学的管理手段，促进每个驾驶员提高营运效率，提高服务质量，让顾客满意。
1.2.3 taxi management difficulty is big. This is because the operation of the vehicle by the respective drivers operate separately, their service in the production process from the leadership and supervision of the masses, is the taxi industry in enterprise management is one of the prominent features of. Therefore, the driver can not simply rely on administrative means, in addition to attention to the relevant education, should adopt the management means of science, promote every driver to improve operational efficiency, improve service quality, customer satisfaction.
1.2.4出租汽车是一个敏感性很强的行业。国家的政策调整、经济发展的规模大小以及涉外、旅游活动的变化等往往会影响出租汽车市场的兴衰。 1.2.出租汽车也是社会上犯罪分子的作案对象。在为乘客提供优质服务的同时，出租汽车企业的相关人员要有高度的觉悟和警惕性，主动防止意外事故的发生，以保证乘客和国家财产的安全。
1.2.4 taxi is a very sensitive industry. Adjust the policy of the country, economic development of size and foreign-related tourism activities, such as the change of often affects the taxi market promote decline. 1.2. The taxi is also social criminal commit the crime object. For passengers to provide quality services at the same time, taxi enterprises associated personnel must have a high degree of awareness and vigilance, actively prevent the occurrence of accidents, to ensure the passenger and the safety of the state property.
2.产品典型流程
2 typical product process
2.1出租汽车业务的基本流程
2.1 car rental business process
出租汽车业务是指企业取得出租汽车的有关经营牌照后提供汽车给司机或由司机购置车辆，企业与司机签订合同或承包合同等，司机每日运载乘客，由司机向乘客直接收取服务费，从而为乘客提供营运服务。其业务主要包括经营牌照取得、设计与开发、车辆购置、司机招聘、营运服务、服务跟踪等六个主要过程，其中，设计和开发、司机招聘、营运服务和服务跟踪为关键过程。
Taxi service is refers to the enterprise to obtain the relevant operating license taxi car provided to the driver or drivers by the acquisition of vehicles and drivers, enterprises signed a contract or contract, drivers daily carrying passengers, by the driver to passengers directly charge a service fee, which provided for a passenger service. Its main business includes operating licence acquisition, design and development, the purchase of vehicles, drivers, services, tracking services such as the six main processes, among them, design and development, driver, operating services and tracking services for key process.
2.1.1经营牌照取得过程。这个过程主要包括进行市场调研，确定营运发展计划，通过竞投新牌、兼并或企业重组等方式获得经营牌照。
2.1.1 operating license acquisition process. This process mainly includes market research, identify business development plan, through bidding cards, corporate restructuring, mergers or way of obtaining business license.
2.1.2设计与开发过程。包括设计和开发出租车服务规范、服务提供规范、质量控制规范。
2.1.2 design and development process. Including the design and development of taxi service specification, service specification, quality control standard.
2.1.3车辆购置过程。这个过程主要包括评价及选择供方，车辆采购，车辆检验，投入营运前按规定进行设施设备的补充完善（如改色及加装计费器、顶灯等相关工作）。
2.1.3 vehicle purchase process. This process mainly includes the evaluation and selection of suppliers, purchase of vehicles, vehicle inspection, before putting into operation according to the provisions of the facilities and equipment of the complement ( such as color change and add billing, lamps and other related work ).
2.1.4司机招聘过程。这个过程主要包括发布招聘信息，司机应聘，司机资质评定，签定供车或承包等合同，培训、考核、发证。
2.1.4 driver recruitment process. This process mainly includes the recruitment information, job qualification assessment of driver, driver, signed by bus or contracting contract, training, evaluation, certification.
2.1.5营运服务过程。这个过程主要包括出车前准备（包括司机、车辆）、服务接载（服务规范）、营运后检查。
2.1.5 service process. This process mainly includes preparation before dispatch a vehicle (including the driver, vehicle ), service ( service ), to pick up after the operation of inspection.
2.1.6服务跟踪过程。这个过程主要包括顾客遗留物品处理，顾客表扬、投诉处理，社会监督服务信息反馈。
The 2.1.6 service tracking process. This process mainly includes the customer item processing, customer praise, complaint handling, social supervision and service information feedback.
2.2典型业务流程见下图：
2.2 typical business processes, see below:
3．关键质量活动
3 key quality activities
与出租汽车专业特点的相适应的关键质量活动主要包括如下几个过程：
And taxi professional characteristics adapted to the key quality activities mainly include the following process:
3.1设计与开发过程
3.1 design and development process
设计和开发服务规范、服务提供规范、质量控制规范。
Design and development of service standards, service specification, quality control standard.
3.2司机招聘过程
3.2 drivers of the recruitment process
这个过程主要包括发布招聘信息，司机应聘，司机资质评定，签定供车或承包等合同，培训、考核、发证。
This process mainly includes the recruitment information, job qualification assessment of driver, driver, signed by bus or contracting contract, training, evaluation, certification.
3.2.1发布招聘信息
3.2.1 Recruitment Information
根据企业的发展需要和具体现状，利用媒体或其他相关渠道发布有关招聘司机的条件要求等信息。
According to the development need of the enterprise and the specific situation, the use of media or other channels is released about recruiting a driver requirements and other information.
3.2.2司机应聘
3.2.2 driver for
司机根据企业发布的信息及自身情况向企业应聘。
The driver according to the enterprise information and enterprise oneself to apply.
3.2.3 司机资质评定
3.2.3 driver qualification assessment
企业对应聘司机的有关资质条件进行综合评定，确定招聘与否。
Enterprise to apply for driver about the qualification conditions of comprehensive evaluation, the recruitment or not.
3.2.4签定供车或承包等合同
3.2.4 signed a contract for the car or the contract
确定招聘司机的名单后，和司机签定供车或承包等相关合同。
To determine driver list after signing for the car, and drivers or contract and other relevant contracts.
3.2.5培训、考核、发证
3.2.5 training, evaluation, certification
对司机进行必要的职业道德、驾驶安全技术等教育、培训工作，经考核后发给相关证件后才能上岗。
The drivers were necessary occupation moral, driving safety technology education, training, assessment to related documents only after induction.
3.3营运服务过程
3.3 operating services
经培训、考核合格后确认具备资格的司机才可以上路向乘客提供营运服务，其主要活动为：
After the training, after passing the examination to confirm qualified drivers can go providing passenger service, its main activities:
3.3.1出车前的准备工作
3.3.1 before beginning preparations
司机在出车前应检查车辆的设备部件包括计费器等是否运行良好，车辆是否整洁美观，车辆和司机本人的有关营运证照是否齐全。
The driver should be checked before driving vehicle equipment components including billing and whether the vehicle is running good, neat and beautiful, the operation of the vehicle and the driver license is complete.
3.3.2服务接载工作
The 3.3.2 service to pick up work
3.3.2.1在服务接载中，包括有乘客扬手叫车、停站候载和预约接载等接载方式。
3.3.2.1 in the service to carry passengers, including a sign called the car, stop time load and appointment pick, pick way.
3.3.2.1.1乘客扬手叫车。在符合有关规定的前提下乘客扬手后立即选择适当的地点停车接载，不得借故视而不见或停车后因乘客提出的地点不合个人胃口而拒载。凡因接有预约或其他特殊任务、进厂维修、用膳、交班、下班等不能载客的，必须将“暂停载客”标志套在计费器上。无正当理由不得使用“暂停载客”标志，更不得利用该标志来掩护挑拣乘客的错误行为。
Passenger car called the 3.3.2.1.1 sign. In accordance with the relevant provisions of the premise to passengers waved immediately after the selection of the appropriate place to stop to pick up, have no right to pay no heed or after stopping passenger presents different personal appetite to take place. Any connected with the appointment or other special missions, into the factory repair, meals, shift work, and not carrying passengers, must be " suspended passenger" mark set in meter. Without proper reason shall not use the" suspension of passenger" logo, but can not use the mark to protect passengers choose wrong behavior.
3.3.2.1.2停站候客。司机开车到公用营业场站接载客人，必须在有关部门规定的区域内，按行列、顺序停放等候，不得擅离车位，到处“巡游”招客。要服从场站有关人员的调度指挥，有次序地接载，按规定的走向开出。
3.3.2.1.2 stop waiting for customers. The driver drove to the public business station to pick up guests, must be in the relevant provisions of the region, according to the ranks, waiting to be sequentially Park, parking lot, everywhere" parade" trick passengers. To obey the station staff scheduling command, in order to carry out, according to the provisions of the trend.
3.3.2.1.3预约接载。司机的接到出租汽车公司的业务预约调派以及通过车载无线调度系统的预约调派任务后，必须准时开抵乘客指定的地点接载，不得借故拒绝。如在接受预约调派任务后，因特殊情况确不能接送，必须及时提前向有关的调度人员报告，以便有关的调度人员能够及时另外调度车辆代替以保证满足乘客要求。未经有关调度人员作出妥善处理，不得自行取消该次预约车调派任务。
3.3.2.1.3 appointment pick. The driver received a taxi company business appointment dispatch as well as through wireless dispatching system of appointment sends task, must be punctual arrived at designated locations to pick up passengers, not an excuse to refuse. As in the accepted an appointment to assign the task, due to special circumstances do not transfer, must be timely advance to the relevant scheduling staff report, so that the dispatch staff to the timely and scheduling of vehicles to ensure they meet the requirements of passengers instead. Without the dispatch personnel to provide appropriate treatment, not allowed to cancel the appointment of truck dispatching tasks.
3.3.2.2乘客上车后，向乘客询问到达的目的地，选择合适的行驶线路，行驶途中要改道应先经乘客同意。到达目的地后做到一按（计费器）、二读（车资）、三唱（收找车资）、四交（零钱和车票）、五谢（向乘客道谢），并应提醒乘客带好行李物品，或主动开箱帮助乘客搬出和清点行李。
3.3.2.2 passengers, passengers asked to reach the destination, select the appropriate driving circuit, driving to re-route passenger consent shall be approved by the. After arriving at the destination to press ( billing ), read ( fare ) two, three singing (or find fare ), four ( change and ticket ), five ( thanks to thanks passengers ), and should remind the passengers to take luggage, or active help passengers out and count luggage box.
3.3.3营运服务后的检查
The 3.3.3 operation service after the inspection
在营运后，司机要自检车辆的设备设施、车辆和本人的营运证照及车容车貌，有问题要及时采取相应的措施。如发现乘客有遗留财物，应及时妥善保管并立即通知上交企业有关主管部门。车辆回场要做回场检，即由场检人员检查车容车貌，、车辆安全情况、司机精神状态及随车证照情况等。
In operation, the driver must self-check vehicle equipment and facilities, vehicles and the operating licenses and the appearance of car of appearance of vehicle, there is a question to timely take corresponding measures. If passengers are left property, should be stored properly and immediately notify the relevant competent departments on enterprises. The back of the vehicle field would be back to the field by field inspection, inspectors appearance of car of appearance of vehicle, vehicle safety, driver, mental state and vehicle license conditions.
3.4服务跟踪过程
3.4 service tracking process
3.4.1顾客遗留物品处理
3.4.1 customer item processing
对乘客遗留的物品要及时妥善保管并按有关规定要求处理。
The passengers left items should be properly stored and in accordance with relevant requirements processing.
3.4.2顾客表扬、投诉处理
3.4.2 customer praise, complaint handling
对乘客的表扬、投诉等所涉及的车辆或驾驶员要及时进行调查、核实、分析和处理，给乘客一个满意的答复。
The passengers praise, complaints involving a vehicle or driver should be promptly investigated, verified, analysis and processing, giving passengers a satisfactory answer.
3.4.3社会监督服务信息反馈
3.4.3 social supervision service and information feedback
对社会监督服务信息要及时进行调查、核实、分析和处理，争取进一步改进和提高服务质量，增进乘客满意度。
On social supervision and service information should be promptly investigated, verified, analysis and processing, to improve service quality, enhance passenger satisfaction.
此外，出租汽车服务与有关的法律法规密切相关，应将有关法律法规的要求体现在出租汽车企业相关的服务规范中。同时，出租汽车行业对人员的能力有强制性要求，要按有关法规要求对有关人员如司机等进行培训、考核，确定取得资格，持证上岗。
In addition, the taxi service with the relevant laws and regulations should be closely related to, the relevant laws and regulations embodied in the taxi business related services specification. At the same time, the taxi industry to staff the ability to have a mandatory requirement, according to relevant regulations to the relevant personnel such as drivers, training, assessment, to determine the qualifications, certificates.
通过加强以上的控制，出租汽车企业就抓住了其质量体系控制的关键控制点，通过加强对其进行监控就可以整体推进出租汽车行业的整体服务质量工作。
Through strengthening the control over, rental car companies to capture the quality control system of critical control point, through strengthening to monitor can promoting overall development of taxi industry and overall quality of service work.