____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________再谈ISO◆门槛、水准与TQM◆从质量定义开始!____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________质量…一组固有特性满足要求的程度◆物理…机械、电性能、化学的或生物学的特性◆感官…嗅觉、触觉、味觉、视觉、听觉◆行为…礼貌、诚实、正直◆时间…准时性、可靠性、可用性◆人体工效…生理的特性或有关人身安全的特性◆功能…速度___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________质量…一组固有特性满足要求的程度明示的、通常隐含的或必须履行的需求或期望我们用筷子吃饭,老外用刀枪剑戢追究责任顾客退货告你顾客投诉非常不满意不满意满意程度低不满意嘟囔顾客抱怨表现行为___________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________...