摘要
针对在养老服务机构中,如何以标准化为支撑提升服务质量,在落地操作中如何应用标准化技术手段开展服务质量管理,走完落地的最后一公里的问题,本文进行探索并建立模型。明确提出了养老机构中标准化的对象、管理过程、标准之间的衔接,搭建了养老服务质量管理过程中的质量控制实施模型,并提出模型中的关键控制要点,希望能够帮助机构在标准化的过程中抓住要点,避开误区,服务质量尽快进入持续改善循环阶段。
This paper tries to establish a model to solve the problem of how to support the service quality improvement with standardization, adopt standardization technical means to carry out service quality management in the actual implementation period in the elderly care institutions. It clearly proposes the connection of the object of standardization,management process and standards in elderly service institutions, establishes the quality control implementation model in the quality management of elderly service institutions, puts forward the key control points in the model. It is expected to help organizations to grasp the key points, avoid errors, and get into the continuous improvement cycle stage of service quality as soon as possible.
作者
张燕坤
ZHANG Yan-kun(Home for the Aged Guangzhou)
出处
《中国标准化》
2021年第20期47-51,共5页
China Standardization
基金
标准化资助金资助项目“广州市老人院标准体系2.0升级项目”研究成果。
关键词
养老机构
标准化
服务质量管理
过程管理
elderly care institutions
standardization
service quality management
process management
