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美国本田使用混合学习改进内部的支持和服务职能。混合学习由三部分组成:与讲师互动的在线介绍模块、课堂培训和解决工作中问题的在线沟通。该方法加强了所学内容在改进业务成果中的应用。尽管在制造业和服务业的质量内容有众多的不同,但至少有一点重要的相似之处:两者都需要高质量的输入和过程。在这个相似点也有所不同,那就是测量产生服务质量的输入和过程是个严峻的挑战。不错,当你看到一份报告的时候你知道是个好报告;当你采购订单用及时方式处理的时候,你就能更快地得到材料;但你怎么知道产生报告或材料订购的程序和脑力的过程是基于质量原则还是生产效率?与有缺陷的材料或生产线上的问题相比,发现和纠正如解决问题、做决定或项目管理的无形缺陷要困难得多。要提供高质量的服务和支持,这些通常无形的输入和过程与制造业的高质量的输入和过程是一样的基本。
Honda United used blended learning to improve internal support and service functions. Blended learning consists of three parts: an online introduction module to interact with lecturers, classroom training, and online communication to solve problems at work. This method enhances the application of the content learned in improving business outcomes. Although there are many differences in the quality content of manufacturing and service industries, there is at least one important similarity: Both require high-quality inputs and processes. There is a difference in this similarity, that is, measuring the inputs and processes that generate quality of service is a serious challenge. Yes, you know it’s a good report when you see a report. You get material faster when your purchase order is processed in a timely manner. But how do you know the process and mindset that lead to a report or material order? Is based on quality principles or production efficiency? Identifying and correcting invisible defects such as problem solving, decision making or project management is much more difficult than problems on a defective material or production line. To provide high-quality service and support, these often invisible inputs and processes are as basic as the manufacturing’s high-quality inputs and processes.