Under the background of the rapid development of aviation industry, as the terminal of air transport service chain, air transport ground service enterprises are facing the pressure of policy and market competition. They must improve their operational capacity, improve their management and control level, and establish a quality management system, which is not only the need of building a strong civil aviation country, but also the need of their own development, promoting economic growth and maintaining social stability and harmony.
Keywords: service enterprises; Quality; management system
Keywords: service enterprises; Quality; management system
China Library Classification Number: F273 Document Identification Number: Part A Number:1006-4311(2010) 26-0023-02.
Introduction to 0
As a special economic organization, civil air transport ground service enterprise has both enterprise functions and social welfare nature, and its essence is to pursue the maximization of economic and social benefits. At present, with the rapid development of civil air transport industry, airlines, passengers and cargo owners have increasingly demanding quality and quantity in the service process. In recent days, news of conflicts caused by flight delays frequently appeared in newspapers. As the terminal of civil aviation transportation service chain, how can civil aviation ground service enterprises keep pace with the times, improve service quality, meet the needs of all parties and maintain social harmony while doing a good job in safe production and operation and improving economic benefits? The author believes that the most important and necessary thing is to improve the management level and establish a quality management system. With the continuous deepening and improvement of enterprise management, establishing a quality management system, introducing ISO9000 quality standards and its advanced management concepts, management systems and working procedures have become effective ways to innovate management and control modes, broaden working channels, improve operating standards and quality, and enhance business performance. Akio Morita, president of Sony Corporation, once said: The essence of enterprise internal management lies in the institutionalization of internal management, and most successful enterprises have systematic, scientific, strict and standardized internal management systems. Apply quality standards to all management fields. By establishing a systematic quality control mode, some effective traditional management methods and some new experiences and methods explored in the new period are fixed in the form of documents to form standards and specifications. According to the requirements of standard implementation, all work is controlled in the process, and PDCA closed-loop control is adopted for each work and activity, so that it can be planned, implemented, inspected and continuously improved. Management will then
In the new period and situation, how to establish a quality management system to meet the needs of enterprise development? The author believes that there are mainly the following aspects:
1 Establish a management system based on system construction.
To establish a quality management system, we must first establish a scientific management system. Enterprises must establish a comprehensive and systematic management system, and all employees should act in accordance with the promulgated system. In this way, there will be more and more unchangeable fixed rules and fewer changeable affairs in enterprises, leading to more and more rule of law and less rule of man, which is what we often call "institutionalization, standardization, proceduralization and standardization". To achieve this, we need to pay attention to the following points: first, when formulating the system, we should closely focus on the work of the enterprise center, combine the actual situation of the enterprise, comprehensively consider and seriously investigate, and let employees participate. Before the introduction of any system, it must be discussed and evaluated, and each clause must be carefully scrutinized and repeatedly considered to reach a consensus. Although each system belongs to a certain system, each management system within the enterprise does not exist independently, and the systems should influence each other and be coordinated and unified. Once established, it must have corresponding stability, and it shall not be changed unless the company's business, organizational structure or market environment have undergone major changes. It should be the standard to measure all problems, that is, the treatment of similar problems should follow one system rather than other systems to ensure the seriousness of the system. The second is to let all employees know about the system and constantly improve the details of the system. Every enterprise will establish a system, and it is necessary to adopt various publicity methods to let every employee know the terms and contents of the system related to him. Otherwise, the system will become a dead letter, and the system built around the system will not be understood and recognized by employees. In addition, with the change of external business environment and the continuous innovation and development of internal management of enterprises, some systems are bound to fail to meet the requirements of work, and the system itself must be adjusted and improved, so that the systems form a network, one link after another. The third is to implement the system in a way that ensures both execution and operability. What is written on paper will not automatically become a reality, and it is not difficult to make a system. The difficulty lies in execution and operation. With the change of the internal and external environment of the enterprise, the system itself will inevitably appear some unsuitable situations. Therefore, we must grasp a degree between execution and operation. Only in management practice can the system be gradually improved in the implementation process.
2 based on standardized management, establish and improve the responsibility system.
In the enterprise organization, in order to ensure the full efficiency and benefit of enterprise management and make every position and role of the enterprise do well, it is necessary to standardize management, implement clear "legal" management with rules to follow, establish and improve a clear responsibility system, and make the enterprise achieve sustained and stable development. Corresponding to the management work, employees in each position are required to know their job responsibilities according to the business process, and complete all the work satisfactorily according to the responsibilities, so as to block and avoid possible management loopholes and errors. First of all, we should establish a scientific, reasonable, clear and definite organizational structure. What kind of organizational structure corresponds to what kind of job responsibilities, and departmental job responsibilities are actually the explanation and extension of the function and operation of organizational structure. If there is something wrong with the organizational structure, no matter how detailed the job responsibilities are, it is inevitable to go the wrong way and take a detour. Secondly, it is necessary to refine the job responsibilities, from the chairman and general manager to the front-line employees, so that everyone in the enterprise is clear about their job responsibilities, so that every staff member has an assessment, so that every job content is operable and assessable. Once the responsibilities of any post are determined, they should be relatively stable and cannot be revised frequently. Then, establish the only responsible subject, establish and improve a clear responsibility system, and form a "closed-loop effect". On the basis of detailed job responsibilities, strengthen the construction of the responsibility system at the first level, the first level of management and the first level of responsibility, and form a "responsibility chain". Strengthen assessment management, classify and grade the responsibilities for mistakes, omissions, dereliction of duty and other behaviors in the work, and make the accountability clear to people and specific things. Finally, it is necessary to eliminate the management vacuum, so that all businesses are managed and all problems are solved by corresponding personnel, so as to avoid the situation that the project cannot be promoted and the work cannot be implemented due to chaotic responsibilities. If the problem is really complicated, it is necessary to determine the lead department and cooperate with relevant departments to implement the responsibilities at different levels to ensure its final solution.
3 scientific positioning as a means to promote standardized management
As a part of quality management system, enterprise standardization management involves all aspects of enterprise management. Standardization is the highest form of institutionalization, and whether an enterprise can win in the market competition determines its life and death. Whether the standardization work of enterprises can play a role in the market competition determines the status and existence value of standardization in enterprises, and must be scientifically analyzed and positioned in combination with the market operation environment and the construction and management of the internal quality system of enterprises.
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