第四代管理中的质量管理

当今企业在激烈的市场竞争中，共同面临的一个问题是，如何更快、更好地发展（即不断追求卓越）。第四代管理为解决这一问题提供了思路，其核心要素有：质量、科学的方法和所有人的团队。本文重点讨论第一个要素一质量。首先介绍了第四代管理中关于质量管理的基本思想：质量是管理的第一要素；解决工作中的问题关键在于改进系统。介绍了第四代管理对顾客的理解，特别介绍了“顾客对质量的定义”的四个方面的内容。最后讨论了第四代管理的质量战略——以顾客为焦点。

Quality management in fourth generation management

In the ardent market competition, a problem commonly faced to all enterprises at present time is to get better faster development （or continuously pursue excellence）. The fourth generation management provides a way for solving this problem. The core elements of the fourth generation management include： quality, scientific approach and all one team. The article is focused on the first element---quality. Firstly, it introduces the basic ideas of quality management in the fourth generation management, like, quality is the first element of management; the key point for solving questions in work is to improve system. Then it introduces the understanding toward customer in fourth generation management, especially the four contents of ＂quality defined by customer＂： the meaning of quality to customer, customer＇s perception to the quality of product and service, putting importance on the quality target of customer, and learning how to collect customer＇s information. Finally, it deals with the quality strategy of 4th generation management--focus on customer.