Total Quality Management (TQC) refers to the management activities that all employees and relevant departments of an enterprise comprehensively apply management technology, professional technology and scientific methods to develop, research, produce and sell products that are satisfactory to users in Qi Xin. It has the following remarkable characteristics: ① the object of management is comprehensive, that is, it includes not only product quality, but also the quality of work on which product quality depends; ② Comprehensive management scope, that is, the whole process of implementing quality management; ③ The personnel involved in quality management are comprehensive, that is, all employees in all departments and links of the enterprise participate in quality management; ④ The methods of quality management are comprehensive, that is, in quality analysis and control, all kinds of quality management methods must be comprehensively applied based on data and statistical quality control methods, and organizational management, professional technology and mathematical statistics should be combined to give full play to their roles in quality management.
Urban rail transit system has the advantages of large transport capacity, high speed, safety and punctuality, relieving ground traffic congestion and being beneficial to environmental protection. How to effectively carry out quality management in urban rail transit operation enterprises? We think we can learn from the theory and practice of total quality management in general industrial enterprises and other transportation enterprises.
1. The difference between urban rail transit operators and general industrial enterprises.
Urban rail transit belongs to the category of general transportation industry. As a special material production department, the particularity of transportation industry can be summarized as follows: ① Transportation industry does not produce tangible goods, nor does it increase the total amount of social products, but only changes its existing state in space and time. Motion reflected in spatial position, namely "displacement"; ② The train and passengers move at the same time, that is, the consumption and production process of "displacement" are carried out at the same time. Different from other industrial enterprises, they are carried out in different fields; ③ Subway or light rail operators can only scientifically organize passenger flow according to the different travel purposes of passengers. This is not like other industrial enterprises can choose and produce products according to market demand; ④ Subway or light rail operators not only provide passengers with the product of "displacement", but also carry out a series of other commercial service activities, specifically, services before, during and after ticket sales, that is, "travel service", which can also be understood as a part of work quality.
Therefore, we can define the products of urban rail transit operators as two aspects. On the one hand, it is the result of the production process of operating enterprises, that is, "displacement"; On the other hand, it is a variety of services formed in the process of passenger travel, that is, "travel service". The former reflects the productivity of operating enterprises, while the latter reflects the services of operating enterprises. The combination of the two forms the products of urban rail transit operators.
2. Product quality, characteristics and evaluation indicators of urban rail transit operators.
2. The yellow characteristics of1displacement mainly include six aspects: safety, rapidity, accuracy, comfort, convenience and economy.
Safety is the primary quality characteristic. No matter what kind of means of transportation, passengers will not choose without security. Urban rail transit is no exception. Therefore, safety is the top priority of operating enterprises.
2. 1.2 rapidity means that the delivery speed of passengers is faster. Modern cities require people to work and live quickly and efficiently, which inevitably requires fast travel. Only in this way can passengers shorten their travel time and devote more time and energy to their work, study and life.
2. 1.3 Accuracy means that the operating enterprises are required to be accurate in time and space, and accuracy in time means that the operating enterprises of urban rail transit maintain normal departure frequency and time interval. Spatial accuracy means that the arrival signs of urban rail transit operators are clear and correct.
2. 1.4 Comfort is a basic quality feature that modern urban population pays more attention to in daily traffic. Including the environmental sanitation in stations and carriages, air quality, audio-visual feelings, physiological and psychological feelings during operation.
2. 1.5 convenience refers to the convenience for passengers to travel, enter and leave the station and purchase tickets. The broader meaning also refers to the extensive network of urban rail transit system, which enables passengers to transfer to trains nearby. At the same time, it provides a series of supporting facilities for people to transfer to other means of transportation, such as parking lots and transfer hubs.
2. 1.6 economy means that the fare can be generally accepted by the urban people, so that their expenditure on rail transit accounts for a reasonable proportion of their total income. This creates conditions for passengers to choose the mode of rail transit travel.
2. 1.7 Evaluation of displacement quality characteristics. For the quality characteristics of replacement, a set of evaluation index system can be set up, and the government can make authoritative judgments through norms. Operating enterprises can also use statistical questionnaires to collect useful data for qualitative and quantitative evaluation and analysis. For example, the number of accidents and the number of accidents can be used for safety; Travel time can be quickly adapted; Accurately adopt the passenger error rate; Comfort can adopt crowding and cleanliness; Convenient access time and fare collection time can be used; By comparing with the price of other means of transportation and its percentage in total revenue, we can make statistics, analysis and evaluation on economy, and get a set of evaluation results as a general understanding of the quality characteristics of emissions.
2.2 Travel service is a supplement to displacement, and its characteristics can also be summarized into six aspects: functionality, economy, safety, timeliness, comfort and civilization.
2.2. 1 Functionality refers to the function and performance of the service.
2.2.2 Economy refers to the expenses paid by passengers to obtain the required services.
2.2.3 Safety refers to ensuring that passengers are not injured or lost during service.
2.2.4 Timeliness refers to meeting passengers' requirements in time, including timeliness, punctuality and time saving.
2.2.5 Comfort refers to the degree of comfort in the service process on the premise of meeting the quality characteristics such as functionality, economy, safety and timeliness.
2.2.6 Civilization refers to the degree to which passengers meet their spiritual needs in the service process, which is a significant quality feature of service quality. Satisfying passengers is an indispensable aspect. Mainly refers to the service should be polite and thoughtful, sincere and enthusiastic and so on.
2.2.7 Evaluation of tourism service quality characteristics. For the quality characteristics of tourism services, a series of evaluation indicators can be set for comprehensive evaluation. It is supervised by the government and makes an authoritative evaluation. Operating companies themselves can also use statistical questionnaires to understand the specific situation. Firstly, a statistical survey of service quality is designed, in which the corresponding service quality indicators and standards can be listed. Then, randomly send it to passengers to fill in. After the sampling survey, the collected questionnaires were statistically analyzed to calculate passenger satisfaction. For example, the passenger satisfaction degree II (satisfied and relatively satisfied number/total number) x 100% quality target shall meet the requirements of the contract signed with the owner and the company's quality plan. For example, some projects signed with the owners have excellent quality grades, and the company determines them as bureau-level and ministerial-level quality projects or "national award" projects to meet the market needs, then the final quality goal of the project should be set on bureau-level and ministerial-level quality projects or "national award" projects, and carry out total quality management design according to this quality goal. First of all, according to the principle of "guarantee the unit project by division and item", the overall quality target is decomposed layer by layer to determine the quality target of each division and item project. Then, according to the technical requirements and construction difficulty of each sub-project, combined with the technical level and construction experience of construction personnel, the key points of quality management and monitoring are determined. Before the construction of each subdivisional work, detailed written disclosure and quality assurance measures should be prepared, and the main person in charge of construction, technical and quality management personnel and all personnel involved in the construction should be called for disclosure, so that everyone has clear objectives and responsibilities. For new technologies, new materials, new processes and sub-projects with insufficient construction experience, personnel training should also be carried out in advance. Organize mass TQC group activities to solve the difficulties in quality control. In the construction management, we should also adhere to the "typical construction guide", that is, before the comprehensive construction of each sub-project, we should organize skilled operators to carry out typical construction, sum up the typical construction in time, and organize all the construction team members to observe on the spot when it is confirmed that the quality objectives and standard design requirements can be met, so that each construction team can have intuitive quality standards, and further make in-depth technical disclosure to the team, so as to achieve quality pre-control, avoid detours and create excellence at one time.
To grasp the engineering quality, we must arrange cross-operation, pay attention to detail treatment and finished product protection.
In construction, many types of work are often cross-operated in all directions, which is difficult to manage. As the saying goes, "Look at the details", that is to say, the construction quality in the detailed construction stage is very important to realize the overall quality goal of the project. The so-called "detail treatment" is an idiom, which contains two meanings: "detail" generally refers to a small part other than large-scale construction, the connection of various sub-projects and the connection of different materials and practices. For example, the quality of embedded iron parts, reserved holes, surface layers and other parts is difficult to be described by quantitative methods in specifications and standards. However, these parts are all important parts that affect the visual quality and are the key parts that reflect the construction management level and operation technology. When these details are done, they can make the finishing touch to the whole project quality. The word "treatment" means that these parts are not specified in the overall design, or the specification requirements are not clear, and they need to be properly treated by relying on the experience and technical level of site construction managers and operators. At this stage, in addition to the careful organization and construction of each sub-project, the management should also pay attention to the reasonable arrangement of cross-operation, and pay special attention to the detail treatment and finished product protection. Reasonable arrangement of crossover operation, first, reasonable arrangement of working procedures, to solve the construction sequence of each sub-project, without affecting the construction quality; Second, it is necessary to arrange time and space reasonably to ensure the necessary technical rest of each sub-project; The third is to arrange manpower reasonably to ensure the construction period.
In the construction stage of detail treatment, finished product protection is particularly important. It is necessary to formulate measures from the beginning, identify the responsible person, and make cross-operation arrangements conducive to the protection of finished products to prevent mutual damage or pollution, reduce the loss of renovation or rework, and ensure the realization of the project quality objectives.
Summary: In short, the quality management of construction projects is a systematic project, involving all levels of the company's management and every operator on the construction site. In addition, the long production cycle of building products and many factors affecting the natural environment determine the difficulty of quality management. Therefore, we must use modern management ideas and methods to establish a quality management system that meets international quality management standards and keep it running effectively, covering all engineering projects and the whole construction process of each project, so as to ensure the continuous improvement of engineering quality and make the company invincible in the fierce market competition.
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