TL9000衡量指标提高客户满意度 TL9000及其绩效衡量指标
发布时间: 2016-03-20 17:59 点击：
TL9000 measures to improve customer satisfaction
在竞争日益激烈的环境下，通讯公司必须不断满足客户越来越高的期望。对他们来讲，通过建立一套有效但不昂贵的业务管理体系来创造高品质的产品和服务是至关重要的。通讯业的老大，如美国NEC公司、LG电子、三星电子早已发现TL9000质量管理系统是非常有效的工具，不但能帮助企业快速达成目标，成本也较低。
In an increasingly competitive environment, communications companies have to constantly meet the growing expectations of customers. For them, it is essential to create high quality products and services by building an effective but not expensive business management system. Communications industry leader, such as the United States NEC company, LG electronics, Samsung has long found TL9000 quality management system is a very effective tool, not only can help enterprises to achieve the goal, the cost is low.
TL9000及其绩效衡量指标
TL9000 and its performance measurement
1996年，由世界主要通讯设备公司，如AT&T、贝尔-阿尔卡特和BT等，以及知名供应商，如3M、朗讯和摩托罗拉等共同发起组成了"通讯业品质卓越论坛"(Quality Excellence for Suppliers of Telecommu-nications Forum，简称QuEST Forum)，其宗旨是改善通信服务供应链厂商的产品质量。
In 1996, from the world's major communications equipment company, such as at & T, Bell - Alcatel and BT, and famous suppliers, such as 3M, Lucent, Motorola and other co sponsored "the quality of the communications industry excellence Forum (quality excellence for all of Telecommu-nications forum, referred to as the quest Forum), its purpose is improve the quality of the communication service supply chain vendors.
TL9000标准则是QuEST Forum于1999年制定的通讯业质量管理体系标准，其以持续改进的第一步，如果没有客观有效的指标衡量现况，改善活动犹如没带罗盘或在迷雾中行走，有可能凭着经验到达目的地，却更有可能在迷雾中失去方向。
TL9000 standard is the quest forum in 1999 to develop the communications industry quality management system standard, the to continuous improvement of the first step, if there is no objective and effective index to measure the status, improvement activities like no compass or walk in the fog, may be relying on experience to reach the destination, but are more likely to be lost in the fog.
TL9000通讯业质量管理体系标准，共分两册，第二册绩效衡量指标的内容不亚于第一册的条文标准，也显示QuEST Forum对衡量指标的重视。前面所介绍的服务类通讯业指标，虽然不一定适用于其它服务业，但是其中的理念，可以为类似公司建立客户满意度衡量指标提供一些参考。
TL9000 communications industry quality management system standards, a total of two volumes, the contents of the second performance measures are not less than the first volume of the provisions of the standard, but also to show the importance of Forum QuEST to measure. In front of the introduction of the service industry indicators, although it does not necessarily apply to other services, but the concept can provide some reference for similar companies to establish customer satisfaction metrics.