1、毕业论文（设计）外文翻译题目XX企业服务质量和消费者购后行为关系研究一、外文原文标题ESERVICEQUALITYMANAGEMENT原文ABSTRACTACHARACTERISTICOFTODAYSSOCIETYISTHEINCREASINGUSEOFMODERNINFORMATIONANDCOMMUNICATIONTECHNOLOGIESINALLAREASCOMPUTERAPPLICATIONS,CALLEDESERVICES,AREBEINGDEVELOPEDTOPROVIDEEFFICIENTACCESSTOSERVICES,ELECTRONICALLYQUALITYMANAGEME
2、NTSYSTEMSARENEEDEDTOPROVIDEACONSISTENTWAYTOSELECT,EVALUATE,PRIORITIZEANDPLANTHERIGHTESERVICESTHEINCREASINGUSEOFESERVICESHASRAISEDTHENEEDTODEFINESTANDARDSANDMEANSTOASSESSANDASSUREQUALITYINVESTMENTINESERVICESISANIMPORTANTSTEPTOIMPROVETHEQUALITYOFLIFEINOURDYNAMICSOCIETYAFTERABRIEFINTRODUCTIONTHATDESCRI
3、BESTHEADOPTIONOFELECTRONICSERVICESININDIVIDUALSDAILYROUTINEANDTHENEEDFORQUALITYMANAGEMENT,THISARTICLEDEFINESINITSSECONDCHAPTERTERMSANDCONCEPTSTHATAREPARTOFTHEQUALITYMANAGEMENTFRAMEWORKTHEN,THETHIRDCHAPTERDESCRIBESWHATESERVICESARE,HOWTHEYARECLASSIFIEDANDALSOTHEIRBENEFITSTOTHEUSERFOLLOWEDINTHEFORTHCHA
4、PTERBYDEFINITIONOFMEANSTOEVALUATEANDMETRICSTOMEASURETHEQUALITYOFESERVICESINTHEEND,THISARTICLERESTATESTHEBENEFITSOFESERVICES,THENEEDFORESERVICEQUALITYMANAGEMENTANDUNVEILSFUTUREDEVELOPMENTINITIATIVESINDOMAINKEYWORDSESERVICESQUALITYMANAGEMENTQUALITYMANAGEMENTFRAMEWORKQUALITYSTANDARDS1INTRODUCTIONINTHEL
5、ASTYEARS,ALTERNATIVEWAYSTOTHETRADITIONALSERVICEPROVIDINGHAVEBEENINTRODUCED,TAKINGADVANTAGEOFTHELATESTADVANCESININFORMATIONANDCOMMUNICATIONTECHNOLOGIESEGOVERNMENTFORPUBLICADMINISTRATIONSERVICES,ECOMMERCEASANALTERNATIVETOCLASSICRETAIL,EEDUCATIONORLONGDISTANCEEDUCATIONFORTHOSESTUDENTSTHATTIMEANDLOCATIO
6、NDONTALLOWTHEMTOATTENDTRADITIONALCLASSES,MULTIMEDIACENTERSANDVIRTUALLIBRARIESFORTHOSELOOKINGTOENRICHTHEIRCULTURALKNOWLEDGEONDEMAND,REMOTEWORKINGTHATALLOWSEMPLOYEESTOPERFORMTHEIRTASKSFROMTHEIRHOMEOFFICEISNOTANEWSANYMORETHATTHEINTERNETANDTHEADVANCEDTECHNOLOGYHASINFLUENCEDTHEWAYINWHICHWEPERFORMOURDAILY
7、TASKS,THEWAYWELIVE,THEWAYWEDOBUSINESS,THEWAYWESHOP,THEWAYWELEARN,THEWAYWECOMMUNICATEANDTHEWAYINWHICHWESPENDOURSPARETIMETHEALTERNATIVESTOTHETRADITIONALSERVICEPROVIDING,OFFERFLEXIBILITY,SPEEDANDINNOVATIONUSABILITYISONEOFTHEMAINISSUESTHATHAVETOBEADDRESSEDWITHTHEINTRODUCTIONOFELECTRONICSERVICESUSABILITY
8、ISANISSUEDUETOINDIVIDUALSDIVERSITYANDTHENEEDTOOPERATEACOMPUTERTOACCESSELECTRONICSERVICESINORDERTOINCREASEUSABILITY,EXISTINGQUALITYSTANDARDSFORPRODUCTSANDSERVICESNEEDTOBEADAPTEDTOPROVIDEMEANSTOASSESS,ASSUREANDIMPROVETHEQUALITYOFESERVICESQUALITYMANAGEMENTCONCEPTSANDTERMSANDTHEIRDEFINITIONSANDDESCRIPTI
9、ONDEFINETHEQUALITYMANAGEMENTFRAMEWORK2THEQUALITYMANAGEMENTFRAMEWORKQUALITYPLAYSANINTEGRALROLEINALLASPECTSOFMANAGEMENTDELIVERINGHIGHQUALITYPRODUCTSANDSERVICESONTIMEANDONBUDGETISEVERYPROJECTMANAGERSGOALTHEPURPOSEOFAQUALITYMANAGEMENTPROCESSINAPROJECTISTOENSURETHATITSACTIVITIESAREAPPROPRIATEFORTHEPROJEC
10、T,TOIDENTIFYANDREPORTSUCCESSFULRESULTS,ANDALSOTOIDENTIFYANDREPORTTHOSEACTIVITIESANDPROCESSESWHEREISSTILLROOMFORIMPROVEMENTSANDUSETHISASAREFERENCEFORTHESUBSEQUENTPHASESOFTHEPROJECTANDFORFUTUREPROJECTSTHEREISAMULTIDIMENSIONALRELATIONSHIPBETWEENTHEQUALITYOFASERVICEANDTHEORGANIZATIONTHATISPROVIDINGTHATS
11、ERVICESOMEOFTHEFACTORSTHATAREMAKINGTHISMULTIDIMENSIONALRELATIONSHIPAREBUSINESSSTRATEGY,ORGANIZATIONKNOWLEDGE,AVAILABLERESOURCES,ETCTHEQUALITYMANAGEMENTFRAMEWORKQMFHELPSPLACINGINTOCONTEXTTHISMULTIDIMENSIONALRELATIONSHIPBETWEENTHEORGANIZATIONANDITSPROVIDEDSERVICESTHEFOLLOWINGTERMSANDTHEIRDEFINITIONARE
12、PARTOFTHEQUALITYMANAGEMENTFRAMEWORKOBJECTENTITYPROCESSREQUIREMENTSUSEREVALUATIONMEASUREANDMEASUREMENTQUALITYTHEOBJECTORENTITYINTHEQMFCONTEXTREFERSTOANYPRODUCT,SERVICE,PROCESS,ACTIVITY,ETCTOWHICHQUALITYCANBEAPPLIEDTHEQUALITYOFANOBJECTENTITYISDIRECTLYRELATEDTOTHEQUALITYOFTHEPROCESSUSEDTOCREATEORDELIVE
13、RTHEOBJECTENTITYREQUIREMENTSARETHESOLEPURPOSEOFPRODUCINGAPRODUCTOROFFERINGASERVICETHEDEGREEINWHICHTHEFINALPRODUCTORSERVICEMEETSINITIALREQUIREMENTSAFFECTSTHEQUALITYOFTHEPRODUCTORSERVICETHEUSERFORMULATESREQUIREMENTSANDISTHEBENEFICIARYOFTHEPRODUCTORSERVICETHEUSERCANPROVIDEFEEDBACKINREGARDSWITHTHEPRODUC
14、TORSERVICETHATISBEINGOFFEREDEVALUATIONISAQUALITATIVEPROCESSTOANALYZETHEDEGREEINWHICHREQUIREMENTSHAVEBEENFULFILLEDMEASUREANDMEASUREMENTISAQUANTITATIVEPROCESSWHEREQUALITYMETRICSAREBEINGDEFINEDANDCALCULATEDTOENABLEQUANTIFICATIONINTHEQUALITYMANAGEMENTPROCESSQUALITYREPRESENTSTHEDEGREEINWHICHTHEOBJECTENTI
15、TYSATISFIESUSERSREQUIREMENTSTHEQUALITYDOCUMENTATIONISARECORDOFPROGRESSANDITSUPPORTSCONTINUITYOFDEVELOPMENTASTHEDEVELOPMENTTEAMCHANGESQUALITYMANAGEMENTISCOMPRISEDOFTHEFOLLOWINGACTIVITIESQUALITYASSURANCEESTABLISHORGANIZATIONALPROCEDURESANDSTANDARDSOFQUALITYQUALITYPLANNINGSELECTAPPLICABLEPROCEDURESANDS
16、TANDARDSFORAPARTICULARPROJECTANDMODIFYTHESEASREQUIREDQUALITYCONTROLENSURETHATPROCEDURESANDSTANDARDSAREFOLLOWEDBYTHESOFTWAREDEVELOPMENTTEAMQUALITYMANAGEMENTITSHOULDBEASEPARATEPROCESSFROMPROJECTMANAGEMENTTHEREAREMANYMETHODSANDSTANDARDSTOIMPROVEQUALITYOFSERVICESAND/ORPRODUCTSINCLUDINGISOSTANDARDS,SIXSI
17、GMAANDPDCAPLAN,DO,CHECK,ACTASANEXAMPLE,ISO90002000ANDISO90002008STANDARDSAREBASEDONTHEFOLLOWINGQUALITYMANAGEMENTPRINCIPLESPRINCIPLE1CUSTOMERFOCUSORGANIZATIONSDEPENDONTHEIRCUSTOMERSANDTHEREFORESHOULDUNDERSTANDCURRENTANDFUTURECUSTOMERNEEDS,SHOULDMEETCUSTOMERREQUIREMENTSANDSTRIVETOEXCEEDCUSTOMEREXPECTA
18、TIONSPRINCIPLE2LEADERSHIPLEADERSESTABLISHUNITYOFPURPOSEANDDIRECTIONOFTHEORGANIZATIONTHEYSHOULDCREATEANDMAINTAINTHEINTERNALENVIRONMENTINWHICHPEOPLECANBECOMEFULLYINVOLVEDINACHIEVINGTHEORGANIZATIONSOBJECTIVESPRINCIPLE3INVOLVEMENTOFPEOPLEPEOPLEATALLLEVELSARETHEESSENCEOFANORGANIZATIONANDTHEIRFULLINVOLVEM
19、ENTENABLESTHEIRABILITIESTOBEUSEDFORTHEORGANIZATIONSBENEFITPRINCIPLE4PROCESSAPPROACHADESIREDRESULTISACHIEVEDMOREEFFICIENTLYWHENACTIVITIESANDRELATEDRESOURCESAREMANAGEDASAPROCESSPRINCIPLE5SYSTEMAPPROACHTOMANAGEMENTIDENTIFYING,UNDERSTANDINGANDMANAGINGINTERRELATEDPROCESSESASASYSTEMCONTRIBUTESTOTHEORGANIZ
20、ATIONSEFFECTIVENESSANDEFFICIENCYINACHIEVINGITSOBJECTIVESPRINCIPLE6CONTINUALIMPROVEMENTCONTINUALIMPROVEMENTOFTHEORGANIZATIONSOVERALLPERFORMANCESHOULDBEAPERMANENTOBJECTIVEOFTHEORGANIZATIONPRINCIPLE7FACTUALAPPROACHTODECISIONMAKINGEFFECTIVEDECISIONSAREBASEDONTHEANALYSISOFDATAANDINFORMATIONPRINCIPLE8MUTU
21、ALLYBENEFICIALSUPPLIERRELATIONSHIPSANORGANIZATIONANDITSSUPPLIERSAREINTERDEPENDENTANDAMUTUALLYBENEFICIALRELATIONSHIPENHANCESTHEABILITYOFBOTHTOCREATEVALUE3ESERVICEDEFINITIONSANDCLASSIFICATIONABOUTESERVICESVIEWSTHEMASANINTERACTIVE,CONTENTCENTEREDANDINTERNETBASEDCUSTOMERSERVICES,DRIVENBYTHECUSTOMERANDIN
22、TEGRATEDWITHRELATEDORGANIZATIONALCUSTOMERSUPPORTPROCESSESANDTECHNOLOGIESWITHTHEGOALOFSTRENGTHENINGCUSTOMERSERVICEPROVIDERRELATIONSHIPTECHNOLOGICALPROGRESSDEPENDSONTHEACCESSTOMOREANDMORESERVICESFIGURE1NEWSOCIETYPROPOSESTOMADEINNOVATIONANDTOPRODUCEKNOWLEDGEANDUSINGESERVICESFIGURE1ESERVICESINTERCONNECT
23、IONTECHNOLOGYINFACTWOULDNTEXISTWITHOUTINNOVATIONANDESERVICESITISALLABOUTEFFICIENTLYUSEOFKNOWLEDGEANDINNOVATIONTHROUGHESERVICESALLTECHNOLOGYWEHAVEWASARESULTOFSOMEONEINVENTINGABETTERWAYOFDOINGSOMETHING,ABETTERSERVICEESERVICESAREAKEYCONCEPTANDAMAINSOURCEOFINTERACTIVITY,SUBJECTOFMANYSTUDIESINSOCIALSCIEN
24、CESWECONSIDERTHERESEARCHOFCHARACTERISTICSMOSTIMPORTANTINDISCUSSIONABOUTESERVICES,BECAUSETHROUGHTHESETHECONTENTOFESERVICECONCEPTCANBEDEFINEDPROPERLYESERVICESHAVETWOMAINCHARACTERISTICSTHESERVICEISACCESSIBLEWITHELECTRONICNETWORKSTHESERVICEISCONSUMEDBYAPERSONVIATHEINTERNETABOUTESERVICESAYTHATTHEYARELEAR
25、NINGRESEARCHESERVICESTECHNOLOGYINNOVATION1ESERVICESAREINTANGIBLEINTHEIRNATURETHEYCANTBESEENANDCANTBEPALPABLETHEESERVICEISINTANGIBLE,IFTHECUSTOMERISONLYUSINGESERVICESTOSELECTANDPICKUPTHEMOSTINTERESTINGOBJECTS2ESERVICESCONTAINVARIOUSPROCESSESTHEUSERSHAVETOFOLLOWINORDERTOGETTHESERVICE3ESERVICESAREPERIS
26、HABLETHISISTHECHARACTERISTICOFESERVICESTHATDOESNTLETUSSAVE,STORE,RESALE,ORRETURNTHEM4INSEPARABILITYREFERSTOTHEUSEOFESERVICESTHATDERIVEFROMOTHERHOTELBOOKINGESERVICES,FLIGHT/TRAINTICKETSBOOKINGESERVICES,VACATIONPACKAGESBOOKINGESERVICESANDFOODDELIVERYESERVICESAREINSEPARABLECUSTOMERSHAVETOGOTHROUGHAMULT
27、ISTEPPROCESSTHATCOMPLETESWITHEPAYMENTORGETSCANCELEDANDTHUSTHEESERVICEISPRODUCEDANDCONSUMEDSIMULTANEOUSLY5INTERACTIONINESERVICESMATERIALIZESINTHEINTERACTIONBETWEENCUSTOMERSANDSERVICEPROVIDERSMANYESERVICESHAVEELIMINATEDPERSONALINTERACTIONANDCUSTOMERSAREINTERACTINGONLYWITHTHEIRCOMPUTERSSTARTINGFROMANDU
28、SINGTHECHARACTERISTICSWEAREFINALLYPROPOSINGANOTHERDEFINITIONFORESERVICESABENEFITPROVIDINGOBJECTOFTRANSACTIONTHATCANBECHARACTERIZEDASANINTANGIBLEANDPERISHABLEPROCESSTHATISUSEDINSEPARABLYINASIMULTANEOUSINTERACTIONBETWEENNEWTECHNOLOGIES,INTERNETANDCUSTOMERABETTERSERVICEISOFFEREDTHROUGHESERVICETOORGANIZ
29、ATIONSANDINDIVIDUALSANDTHEMAINREASONISTHEACCESSIBILITYTOTHEPUBLICADMINISTRATIONOPERATIONSANYTIME,ANYWHEREESERVICEISOFFERINGALARGENUMBEROFBENEFITSTOTHEIRUSERSFAMILIARIZESINDIVIDUALSWITHELECTRONICINFORMATIONANDEDUCATESTHEMABOUTTHEBENEFITSOFUSINGADVANCEDTECHNOLOGYENABLESTELECOMMUTINGPROVIDESINTEGRATEDI
30、NFORMATIVESYSTEMSWITHSOCIAL,CULTURALANDECONOMICALASPECTSOFTHEINDIVIDUALSTRANSPARENCYOFINFORMATIONREMOVESTIMEANDLOCATIONBARRIERSENHANCESDATAACQUISITION,TRANSFORMATIONANDRETRIEVAL,UNLIKETHEDATACHAOSINATRADITIONALSERVICEPROVIDERPROMOTESREUSEOFINFORMATIONREDUCESOPERATIONTIMEREDUCESCOSTSIMPROVESINFORMATI
31、ONACCESSFORDECISIONMAKINGCULTIVATESBETTERRELATIONSHIPSWITHCUSTOMERSREDUCESOVERHEADCOSTSSUCHASBENEFITSADMINISTRATIONSPEEDSPROCESSTURNOVERSUCHASEXPENSEREIMBURSEMENTALLOWSSEARCHESOFLARGEVOLUMESOFHETEROGENEOUSDATADOCUMENTS,PAGES,DATABASE,MESSAGES,MULTIMEDIAINVOLVESTHECITIZENSINGOVERNMENTALACTIVITIESPROV
32、IDINGEASYACCESSTOINFORMATIONUSINGINTERNETUSINGTHEADVANTAGESOFTHEELECTRONICSERVICESWECANCLASSIFYTHEMTABLE1INTWOMAINCATEGORIESESERVICESFORINDIVIDUALSANDESERVICESFORORGANIZATIONSTABLE1ESERVICESCLASSIFICATIONESERVICESFORCITIZENFORFIRMSETAXSERVICESEJOBSERVICESEHEALTHSERVICESEGOVERNMENTEDECLARATIONSERVICE
33、SEBANKINGSERVICEEINSURANCESERVICESEFINANCIALADVISESERVICESEACQUISITIONSERVICESECOMMERCEELIBRARYETICKETSERVICESELEARNINGSERVICESEBOOKINGSERVICESASARESULT,FIVETYPESOFESERVICESCANBEIDENTIFIED1BUSINESSTOBUSINESS2BUSINESSTOCONSUMER3GOVERNMENTTOBUSINESS4GOVERNMENTTOCONSUMER5CONSUMERTOCONSUMERESERVICESREPR
34、ESENTONEOFTHEMOSTDYNAMICAREASOFTHEACTUALSOCIETY,ASWELLASAFIELDOFMAJORTHEORETICALINTERESTESERVICESAREACONSEQUENCEOFNETWORKEDTECHNOLOGIESINFACT,NETWORKEDICTTECHNOLOGIESSUCHASTHEINTERNETORMOBILENETWORKINGAREHAVINGADRAMATICEFFECTONHOWESERVICESAREINNOVATED,DESIGNED,PRODUCEDANDDISTRIBUTED4ESERVICESQUALITY
35、MANAGEMENTMETRICSAQUALITYMANAGEMENTFRAMEWORKINTHECONTEXTOFESERVICESHASTHEFOLLOWINGCOMPONENTSESERVICEASOBJECTENTITY,ESERVICEDEVELOPMENTANDDELIVERYPROCESSASPROCESS,BUSINESSANDCONSUMERASUSERS,SPECIFICSERVICEREQUESTASREQUESTASREQUIREMENTS,EVALUATIONANDMEASUREMENTOFTHEESERVICETODETERMINEITSQUALITYESERVIC
36、EQUALITYMANAGEMENTPROCESSUSESSURVEYSANDQUESTIONNAIRESTOEVALUATETHEFOLLOWINGQUALITATIVEASPECTSOFTHEESERVICEAWARENESSTHEDEGREEOFWHICHUSERSAREAWAREOFTHEESERVICEEXISTENCEANDITSFEATURESEXPECTATIONSWHATUSERSTHINKTHATTHEESERVICEOFFERSACCESSIBILITYTHEDEGREEOFWHICHALLINDIVIDUALSCANACCESSSERVICEREGARDLESSOFED
37、UCATION,AGE,SEX,CULTURE,RELIGIONORTHEEXISTENCEOFANYPHYSICALHANDICAPDRIVINGREASONSFORUSEWHATMADETHEUSERACCESSTHEESERVICEINSTEADOFUSINGTHETRADITIONALMETHODUSEPREVENTINGREASONSWHATPREVENTSTHEUSERFROMUSINGTHESERVICEFEEDBACKONADDITIONALFEATURESNEEDEDWHATUSERSAREREQUESTINGINORDERTOENHANCETHEIREXPERIENCEWH
38、ILEUSINGTHEESERVICEUSERIMPACTHOWESERVICECHANGESUSERSROUTINEOVERALLSATISFACTIONHOWSATISFIEDTHEUSERISWITHESERVICE,OVERALLQUALITATIVECHARACTERISTICSOFTHEESERVICEAREHELPINGTOCONSTRUCTANIMAGEOFTHECURRENTLEVELOFQUALITYTHEYDOHAVETHEDISADVANTAGETHOUGHTHATTHEYCANTBEUSEDINCALCULATIONS,THATTHEYAREDIFFICULTTOCO
39、MPAREORAGGREGATE,CANTBEUSEDTRENDINGANALYSISANDTARGETSCANTBESETUPFORTHEMTHEQUANTITATIVEMETRICSOFTHEQUALITYMANAGEMENTFRAMEWORKELIMINATETHEDISADVANTAGESOFQUALITATIVEEVALUATIONTHEFOLLOWINGAREMETRICSTHATCANBEINCLUDEDINTHEQMFFORESERVICESACCURACYREPRESENTSTHEPERCENTAGEOFTHENUMBEROFTIMESTHEESERVICEHASPROVID
40、EDACCURATERESULTSTOUSERSREQUESTSTHEDEGREEOFSATISFACTIONCANBECOMPUTEDASTRIDSRDSPI1WHEREDSRTHEDEGREEOFSATISFACTIONFORTHEREQUIREMENTITRTOTALNUMBEROFREQUIREMENTSPTHENUMBEROFREQUIREMENTSTHEDEGREEOFSATISFACTIONFORAUSEROFEXECUTIVEREQUIREMENTISAVALUEFROM0NOSATISFACTIONTO1FULLYSATISFIED出处LORENABATAGAN,ADRIAN
41、POCOVNICUANDSERGIUCAPISIZUESERVICEQUALITYMANAGEMENTSOFTWAREANALYSIS,2009,43PP372381二、翻译文章标题电子服务质量管理译文摘要现代信息和通信技术在各个领域越来越多地使用已经成为当今社会的特征。计算机应用，称为电子服务，正在研制提供有效的电子服务。质量管理系统需要提供一种一致的方式来选择，评估，优先考虑和计划的正确的电子服务。电子服务投资都是非常重要的一步。为了在我们的动态的社会提高我们的生活质量。经过简短的介绍，描述了个人在日常采用电子服务和质量管理的需要，本文界定了第二章术语和概念，它们是质量管理框架的一部分。然
42、后，第三章描述了电子服务，他们是如何进行分类，同时也证明了其利益跟随，第四章用户定义的方式评估和标准来衡量电子服务的质量。最后，本文重申电子服务，电子服务质量管理的好处，揭示需要在未来发展举措的领域。关键词电子化服务；质量管理；质量管理框架；质量标准1简介在过去几年里，传统服务提供的替代办法已经提出，利用最新的信息和通信技术的进步优势电子化的公共管理服务，电子服务作为一种欻同传统零售的替代，电子教育或远程教育为那些在时间和地点不允许他们参加那些传统类教育的学生提供了可能，多媒体中心和虚拟图书馆及时丰富他们的文化知识，远程办公，让员工得以在他们的家庭办公室执行其任务。这已经不是新闻了，互联网和先
43、进的科技影响我们日常工作的进行，我们的生活方式，我们的购物方式，我们学习方式，我们的沟通方式和我们业余时间利用的方式。对传统的服务提供，提供更有灵活性，快速和创新的替代品。可用性是那些要电子服务推出需要解决的主要问题之一。可用性是一个由于个体的多样性，以及需要操作电脑来访问电子服务而产生的问题。为了提高可用性，现有的产品和服务的质量标准需要提供评估手段来调整，保证和提高电子服务的质量。质量管理的概念和术语及其定义和描述，明确了质量管理框架。2质量管理框架在各个方面，质量管理都起着不可或缺的作用。按时交付和预算高质量的产品和服务是每一个项目经理的目标。项目质量管理过程的目的是确保其活动是适当的项
44、目，以确定和报告成功的结果，并查明和报告仍有改进的余地的活动和进程，并以此作为该项目的后续阶段和未来的项目的参考。在服务质量和组织提供的这种服务之间有一个多维关系。包括企业战略，组织知识，可利用资源等因素的多方面关系，质量管理框架（QMF）可以帮助了解本组织和它提供的服务之间的多方面关系。下列术语及其定义是质量管理框架的一部分对象（实体）；过程；需求；用户；评估；测量和测量；质量。QMF框架中的对象或实体，是指可以被应用于任何产品，服务，过程，活动等的质量。一个对象（实体）的好坏，直接关系到用于创建或交付对象（实体）的过程质量好坏。生产产品或提供服务的是唯一目的。在很大程度上最终产品或服务满足
45、最初的需求将会影响产品或服务的质量。用户制定的要求，是对产品或服务的受益者。用户可以对正在提供的产品或服务提出反馈意见。评价是一个分析其中要求已得到满足程度的质的过程。测量和定量测量是一个将质量指标是被定义和计算，使质量管理过程的量化的过程。质量代表是对象（实体）程度上满足用户的要求。质量文件是一种创新的进步而且它支持开发团队的持续发展变化。质量管理是由以下活动质量保证建立组织程序和质量标准。质量策划选择适用特定项目的程序和标准，并根据需要修改这些。质量控制软件开发团队在之后确保程序和标准。质量管理这应该是一个在项目管理中单独的进行的。有很多方法和标准用于提高服务和产品质量，包括ISO标准，六
46、西格玛和PDCA（计划，执行，检查，行为）。例如，ISO90002000和ISO90002008标准是基于以下的质量管理原则原则1以客户为中心组织依赖于他们的客户，所以应该了解客户现在和将来的需求，应该满足客户需求并努力超越客户的期望。原则2领导领导建立本组织宗旨和方向的统一。他们应该创造和维持内部环境，使人们可以充分地实现组织的目标。原则3全员参与人员是一个组织的本质，他们的充分参与能使他们的能力为组织的利益所使用。原则4过程方法作为一个过程管理。将更有效地达到活动和相关资的源期望结果，原则5管理的系统方法识别，理解和管理相互关联的过程作为一个系统有助于组织的有效性和效率，并实现其目标。原则
47、6持续改进持续改进组织的总体绩效应该是组织的永恒的目标。原则7基于事实的决策有效的决策是基于对数据和信息分析。原则8互利的供应商关系一个组织和它的供应商是相互依存，互惠互利的关系这增强了双方创造价值的能力。3电子服务定义和分类电子服务着眼于交互式的,以商品为基础，基于互联网的客户服务,通过客户和相关的组织客户处理系统和技术，以加强客户服务提供商的关系。技术进步依赖于越来越多的服务（图1）介入。新社会建议作出创新，知识生产和使用电子服务。提出了在新的社会产生知识和创新上使用电子服务。学习电子服务技术创新图1电子服务互连事实上，电子服务技术不会存在没有创新。这是关于通过电子商务有效地运用的知识和创
48、新。我们所有的技术都是由于发明的人有一个更好的方法做某一件事,一个更好的服务。电子服务是一个重要的概念和舞动的主要来源，是许多社会科学的研究主题。我们认为，最重要的是讨论研究有关电子服务特征，因为通过这些内容可以正确定义电子服务的概念。电子服务有两个主要特点服务与电子网络的访问；服务是由人通过互联网消费；关于电子服务说，由一下几点1电子服务是无形的。他们不能看到，不能溢于言表。电子服务系统是无形的，客户只使用电子商务来选择和提取最有趣的物体。2电子服务包含用户必须遵循以获取服务的各种进程。3电子服务会失效。这就是电子服务的不让我们节省，储存，转售，或交回的特点。4不可分割性是指从其他派生电子服
49、务的使用。酒店预订，航班/火车订票，旅行度假预订和食品提供的电子服务是分不开的客户必须经过一个多步骤的过程，完成电子支付或执行取消，因此电子服务的生产和消费同时进行。5电子商务相互作用的良性互动体现客户和服务供应商。许多电子商务已经消除和客户之间的人际互动而只在自己的电脑上操作了。根据起价和使用的特点，我们终于提出另一种电子服务的定义提供有益的对象为交易特征,无形而易失效的流程,同时在抽象新技术、网络和客户进行互动。通过电子服务的组织和个人提供更好的服务，主要的原因是方便随时随地对公众的管理操作。电子服务是提供他们的用户大量的好处陌生化与电子信息的个人和灌输有关使用这些先进技术带来的好处。支持远程办公。提供个人的社会，文化和经济方面的综合信息系统。信息的透明度。删除时间和地点障碍。提高了数据采集，转换和检索数据能力，不同于传统的服务提供商混乱。促进再利用的信息。减少操作时间。降低成本。提高了决策的信息访问。培养与客户之间更好的关系。减少管理费用等成本效益。加速过程中，如费用报销额。允许大量的异构数据（文件，网页，数据库，消息，多媒体）搜索。涉及的政府活动提供方便市民使用互联网获取信息。使用电子
