精益服务与公交车
<span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;"><p><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-font-kerning: 1.0pt; mso-bidi-font-family: ''; mso-hansi-font-family: ''; mso-ansi-language: EN-US; mso-fareast-language: ZH-CN; mso-bidi-language: AR-SA;"><stroke joinstyle="miter"></stroke><stroke></stroke><formulas></formulas><f eqn="if lineDrawn pixelLineWidth 0"></f><f></f><f eqn="sum @0 1 0"></f><f></f><f eqn="sum 0 0 @1"></f><f></f><f eqn="prod @2 1 2"></f><f></f><f eqn="prod @3 21600 pixelWidth"></f><f></f><f eqn="prod @3 21600 pixelHeight"></f><f></f><f eqn="sum @0 0 1"></f><f></f><f eqn="prod @6 1 2"></f><f></f><f eqn="prod @7 21600 pixelWidth"></f><f></f><f eqn="sum @8 21600 0"></f><f></f><f eqn="prod @7 21600 pixelHeight"></f><f></f><f eqn="sum @10 21600 0"></f><f></f><formulas></formulas><path gradientshapeok="t" oextrusionok="f" oconnecttype="rect"></path><path></path><lock aspectratio="t" vext="edit"></lock><lock></lock><shapetype></shapetype><shape id="_x0000_i1025" type="#_x0000_t75" style="WIDTH: 135pt; HEIGHT: 100.5pt;"></shape><imagedata src="file:///C:\DOCUME~1\LUCKYS~1\LOCALS~1\Temp\msohtml1\01\clip_image001.jpg" otitle="PICT0039"></imagedata><imagedata></imagedata><shape></shape></span></p></span><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">最近看到《精益思想》两位作者的新著《精益服务》，感觉并没有在理论上有所突破，但还是有所启迪。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt;"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">我自然联想到经常要坐的公交车，信手列出以下令乘客不满之处：<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">1)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">不报站名<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">2)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">急刹车和急转弯没有提示<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">3)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">回答乘客询问态度粗鲁<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">4)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">随意改变线路和发车间隔时间<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">5)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">不靠站停车、到站不停车<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">6)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">座椅摇晃晃的、车况不良、下车提示按钮破损、爆胎<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">7)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">座套脏兮兮的、车容不整、污渍随处可见<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">8)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">随便方便（停在马路边找个角落撒尿）或买早餐<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">9)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">严重超载<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">10)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">与熟人聊天，听不到乘客要下车的呼声<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">11)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">停车接电话（为了听得清楚些）<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">12)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">纵容熟人抽烟、甚至自己也抽烟<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">13)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">不收熟人的车票<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">14)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">忽视需要帮助的人（老年人<span lang="EN-US">/</span>孕妇<span lang="EN-US">/</span>抱小孩的人）<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">15)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">漠视不道德和违法行为<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">16)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">不找零钱，电子刷卡器经常有故障<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">17)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">不靠站台停车<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">18)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">不说普通话<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">19)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">闯红灯、不遵守交通规则<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">20)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">中途加油<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">21)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">让乘客转车（卖猪仔）<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt 21pt; TEXT-INDENT: -21pt; mso-list: l0 level1 lfo1; tab-stops: list 21.0pt;"><span lang="EN-US" style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体; mso-bidi-font-family: 黑体;"><span style="mso-list: Ignore;">22)<span style="FONT: 7pt "Times New Roman";"> </span></span></span><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">播放音乐、广告等强迫顾客听<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">看来公交公司真的要转变作风，不要把自己当作公交局啦。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">不妨按<span lang="EN-US">FMEA</span>方法，将这些问题按对顾客的影响后果（安全、功能、舒适）、发生的频度和发生后是否能监控到（探测度）评估，并按评估结果完善控制措施。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 21pt; mso-char-indent-count: 2.0;"><shapetype id="_x0000_t75" stroked="f" filled="f" path="m@4@5l@4@11@9@11@9@5xe" opreferrelative="t" ospt="75" coordsize="21600,21600"><stroke joinstyle="miter"></stroke><formulas><f eqn="if lineDrawn pixelLineWidth 0"></f><f eqn="sum @0 1 0"></f><f eqn="sum 0 0 @1"></f><f eqn="prod @2 1 2"></f><f eqn="prod @3 21600 pixelWidth"></f><f eqn="prod @3 21600 pixelHeight"></f><f eqn="sum @0 0 1"></f><f eqn="prod @6 1 2"></f><f eqn="prod @7 21600 pixelWidth"></f><f eqn="sum @8 21600 0"></f><f eqn="prod @7 21600 pixelHeight"></f><f eqn="sum @10 21600 0"></f></formulas><path oconnecttype="rect" gradientshapeok="t" oextrusionok="f"></path><lock aspectratio="t" vext="edit"></lock></shapetype><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">不出问题，并不能作为公交公司的最终目标，还要考虑如何超越顾客的期望。比如说如何减少顾客候车时间，当然增加发车密度并不是一个好办法，这样会提高运营成本并直接、间接地转嫁到乘客头上。我们可以试想利用手机短信功能，就像设定闹钟一样，订制某路车在某个时间段停靠某站的提醒，这样乘客就可以尽可能地将候车时间（按精益服务的说法这段时间叫不付薪的工作时间）转化为付薪的工作时间或个人的休闲时间啦。<span lang="EN-US"><p></p></span></span></p><p class="MsoNormal" style="MARGIN: 0cm 0cm 0pt; TEXT-INDENT: 18pt; mso-char-indent-count: 2.0;"><span style="FONT-SIZE: 9pt; FONT-FAMILY: 黑体;">在站牌旁边有这样一个电子显示牌引起了我的注意，它可以动态地显示公交车的位置。看了半天都看不出来对我有什么实际意义，最后终于明白了可以：让我在看显示牌的时候错过了其他可以搭乘的车；告诉我对面是移动大楼；让我知道是否还有时间抽根烟<span lang="EN-US"><p></p></span></span></p><p></p>[此贴子已经被作者于2006-11-11 22:21:41编辑过] <p>顶你！</p>
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