「釋義」

零缺陷管理簡(jiǎn)稱ZD，亦稱“缺點(diǎn)預(yù)防”，主張企業(yè)發(fā)揮人的主觀能動(dòng)性來(lái)進(jìn)行經(jīng)營(yíng)管理，生產(chǎn)者、工作者要努力使自己的產(chǎn)品、業(yè)務(wù)沒(méi)有缺點(diǎn)，并向著高質(zhì)量標(biāo)準(zhǔn)的目標(biāo)而奮斗。零缺陷特別強(qiáng)調(diào)預(yù)防系統(tǒng)控制和過(guò)程控制。

被譽(yù)為“全球質(zhì)量管理大師”、“零缺陷之父”的菲利浦·克勞斯比在20世紀(jì)60年代初提出“零缺陷”思想，使制造業(yè)的產(chǎn)品質(zhì)量得到迅速提高，繼而擴(kuò)大到商業(yè)所有領(lǐng)域。

「應(yīng)用場(chǎng)景」

服務(wù)業(yè)真正的質(zhì)量革命才剛剛到來(lái)。近年來(lái)，盡管服務(wù)企業(yè)的管理者有良好的意愿，但很少有企業(yè)能夠貫徹他們讓客戶滿意的承諾。然而服務(wù)企業(yè)開(kāi)始理解制造業(yè)同行在20世紀(jì)80年代學(xué)到的教訓(xùn)：除非你衡量質(zhì)量，否則不會(huì)提高質(zhì)量。當(dāng)制造商開(kāi)始解決廢品堆、返工和停滯的機(jī)器所帶來(lái)的成本和影響時(shí)，他們意識(shí)到?“質(zhì)量”不只是振奮人心的口號(hào)，而且是經(jīng)營(yíng)業(yè)務(wù)最有利可圖的方式。他們把“零缺陷”作為自己的指導(dǎo)思想，于是質(zhì)量運(yùn)動(dòng)開(kāi)始了。

The?real?quality revolution is just now coming to services. In recent years, despite their good intentions, few service company executives have been able to follow through on their commitment to satisfy customers. But service companies are beginning to understand what their manufacturing counterparts learned in the 1980s—that quality doesn’t improve unless you measure it. When manufacturers began to unravel the costs and implications of scrap heaps, rework, and jammed machinery, they realized that “quality” was not just an invigorating slogan but the most profitable way to run a business. They made “zero defects” their guiding light, and the quality movement took off.

以上文字選自https://hbr.org/1990/09/zero-defections-quality-comes-to-services

弗雷德里克·F·賴克海德（Frederick F.Reichheld）丨文

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