外文翻译---顾客满意——一种全新的质量观
quality first, customer satisfaction -回复
quality first, customer satisfaction -回复如何实现“以质量第一、客户满意为目标”的经营理念。
第一步：明确质量第一的意义和重要性在竞争激烈的市场环境下，企业要长期发展就必须注重产品或服务的质量。
质量第一意味着企业将质量放在首位，将每一个环节都以提升质量为目标。
只有通过提供高质量的产品或服务，企业才能赢得客户的信任和口碑，从而保证业务持续增长。
第二步：建立质量管理体系要实现质量第一的目标，企业需要建立起完善的质量管理体系。
这包括明确质量目标、制定质量管理流程、建立质量检测机制、设立质量管理团队等。
通过科学合理地制定质量标准和流程，能够提高产品或服务的一致性和稳定性，从而达到质量第一的目标。
第三步：优化生产或服务过程为了提供高质量的产品或服务，企业需要不断优化自己的生产或服务过程。
通过分析生产或服务的各个环节，找出潜在的风险和问题，并采取相应的措施进行改进。
这可能包括采购优质原材料、更新生产设备、提高员工培训等。
只有保证生产或服务的每个环节都符合高质量的要求，企业才能实现质量第一的目标。
第四步：注重持续改进质量第一不仅仅是一个目标，更是一个持续改进的过程。
企业应该注重不断地寻找问题和改进的机会，不断地优化自己的产品或服务。
这可以通过客户反馈、市场调研、内部审查等方式来进行。
企业要善于倾听客户的需求和意见，将其转化为改进的动力，从而不断提升产品或服务的质量。
第五步：培养质量文化要实现质量第一的目标，企业需要树立质量文化。
企业的领导层要发出明确的质量第一的口号，明确质量是全员参与的责任。
同时，要通过培训和激励机制，激发员工对质量的关注和追求。
只有全员共同努力，才能形成真正的质量文化，从而实现质量第一的目标。
第六步：关注客户满意度质量第一的目标就是为了达到客户的满意度。
企业要不断关注客户需求的变化，并根据客户的反馈进行改进和调整。
客户满意度不仅仅体现在产品或服务的质量上，还包括售后服务、沟通交流等方面。
酒店服务质量管理外文文献翻译
酒店服务质量管理外文文献翻译This article examines the issue of service quality management in the hotel industry。
The importance of providing high-quality service to customers is emphasized。
as it is a key factor in customer XXX can use to improve their service quality。
such as employee training。
customer feedback。
and service recovery。
nally。
the article highlights the role of technology in service quality management and the XXX.In the hotel industry。
providing high-XXX service during their stay。
and any ings in service quality can lead to negative reviews and a loss of business。
Therefore。
XXX service quality management in order to XXX.XXX employees。
hotels XXX。
problem-solving。
XXX。
hotels XXX.XXX of service quality management is service recovery。
Even with the best ns and efforts。
mistakes and service failuresXXX must have a plan in place for addressing these XXX refunds。
英文文献及翻译顾客满意策略与顾客满意要点
外文翻译：顾客满意策略与顾客满意营销原文来源：《Marketing Customer Satisfaction》译文正文：自20世纪八十年代末以来,顾客满意战略已日益成为各国企业占有更多的顾客份额,获得竞争优势的整体经营手段。
一、顾客满意策略是现代企业获得顾客“货币选票”的法宝随着时代的变迁,社会物质财富的极大充裕,顾客中的主体———消费者的需求也先后跨越了物质缺乏的时代、追求数量的时代、追求品质的时代,到了20世纪八十年代末进入了情感消费时代。
在我国,随着经济的高速发展,我们也已迅速跨越了物质缺乏时代、追求数量的时代乃至追求品质的时代,到今天也逐步迈进情感消费时代。
在情感消费时代,各企业的同类产品早已达到同时、同质、同能、同价,消费者追求的已不再是质量、功能和价格,而是舒适、便利、安全、安心、速度、跃动、环保、清洁、愉快、有趣等,消费者日益关注的是产品能否为自己的生活带来活力、充实、舒适、美感和精神文化品位,以及超越消费者期望值的售前、售中、售后服务和咨询。
也就是说,今天人们所追求的是具有“心的满足感和充实感”的商品,是高附加值的商品和服务,追求价值观和意识多元化、个性化和无形的满足感的时代已经来临。
与消费者价值追求变化相适应的企业间的竞争,也由产品竞争、价格竞争、技术竞争、广告竞争、品牌竞争发展到现今的形象竞争、信誉竞争、文化竞争和服务竞争,即顾客满意竞争。
这种竞争是企业在广角度、宽领域的时空范围内展开的高层次、体现综合实力的竞争。
它包括组织创新力、技术创新力、管理创新力、产业预见力、产品研发力、员工向心力、服务顾客力、顾客亲和力、同行认同力、社会贡献力、公关传播沟通力、企业文化推动力、环境适应力等等。
这些综合形象力和如何合成综合持久的竞争力,这就是CS策略所要解决的问题。
CS时代,企业不再以“自己为中心”,而是以“顾客为中心”；“顾客为尊”、“顾客满意”不再是流于形式的口号,而是以实实在在的行动为基础的企业经营的一门新哲学。
外文文献翻译(附原文)——客户满意
测量管理客户满意定义顾客满意度因为顾客满意度的概念对于许多公司是新的，因此重要的是要明确这一词意味着什么。
顾客满意是顾客的期望得到满足或产品、服务超过应有的程度时对企业感知的精神状态。
实现顾客满意会导致公司的忠诚和产品再购买。
这个定义有一些重要的影响：因为顾客满意是一种主观的，非量化的状态，测量将不准确，将需要采样和统计分析。
顾客满意度的测量必须在了解了顾客的期望和属性表现之间的差距之后进行。
顾客满意度的测量和底线结果之间必定有相关的联系。
“满意”，本身就与顾客有着千丝万缕的联系。
例如，它可以指任何或所有下列例子：某一特定产品或服务质量的满意度;与正在进行的业务关系的满意度;产品或服务的价格性能比的满意度; 产品/服务的满意度，因为达到或超过客户的期望.根据企业的性质和与客户的具体关系，每个行业都可以添加到这个列表。
客户满意度的测量变量会有所不同，它取决于正在研究什么类型的满意。
例如，制造商通常期望按时交货和遵守规范，因此供应商采取的满意的措施应包括这些关键变量。
明确界定和了解客户的满意度，可以帮助任何公司确定产品和服务创新的机会，并作为绩效考核和奖励制度的基础。
它也可以作为客户满意度测量程序的基础，可以确保质量改进的结果集中在客户是最重视的问题上。
顾客满意度测量方案目标客户满意度测量方案的目标,除了一个明确的定义顾客满意，任何一个成功的研究方案必须有明确的目标，一旦达成就会得到等号的结果。
最基本的目标应该满足任何测量程序，包括以下内容：了解所有客户的期望和要求;确定公司和其竞争对手如何满足这些期望和要求; 基于你发现的产品标准上进行服务开发;随时间变化的趋势进行检验，以便采取及时的行动; 确定优先事项和标准来判断，你如何达到这些目标;设计适当的客户满意度测量程序之前，以下基本问题必须清楚地回答：我们收集的信息将如何使用？如何将这一信息允许我们采取组织内部的行动呢？我们应该如何使用此信息，以保持我们的客户和寻找新的呢？必须认真考虑组织希望实现何种结果，如何将这一目标传播到整个组织并且如何使用这些信息。
customer quality assurance
customer quality assurance客户质量保证customer quality assurance英/ˈkʌstəmə(r) ˈkwɒləti əˈʃʊərəns/美/ˈkʌstəmər ˈkwɑːləti əˈʃʊrəns/客户质量保证;顾客质量保证例句：We are committed to achieve full customer satisfaction through quality assurance of our defect-free products.我们承诺通过对我们完美产品的质量保证来使客户满意。
Customer Satisfaction Oriented Software Quality Assurance Model and Its Application顾客满意导向软件质量保证模型及应用Nevertheless, we have been constantly improving our products, dedicating to market orientation, customer satisfaction, and quality assurance in order to cater for customers demand.尽管如此，我们仍然会持续不断的改进和提高自己的产品，致力以市场的导向和品质保证来满足客户的要求。
On the basis of these methods, the realization process of software quality plan, software quality design, and software quality control are examined, and the customer satisfactionoriented software quality assurance model is proposed.融合这些方法，以质量屋（HOQ）系列矩阵为纲领，探讨软件质量规划、质量设计、质量控制的实现途经，提出了一种顾客满意导向的软件质量保证模型；。
质量管理体系专业英语
一组质量管理体系术语(中英双语English Chinesereceipt (入厂接受,验收，进货handling 搬运packaging 包装storage 保存protection 保护comparison 比较identification 标识replacement of identification mark 标识标志更换maintenance of identification 标识的保持records of identification control 标识控制记录tender 标书normative document 标准文件supplemental 补充nonconforming product 不合格品control of nonconforming product 不合格品控制control procedure of nonconforming products 不合格品控制程序tendency of nonconformance 不合格倾向purchasing 采购verification of purchased product 采购的产品验证purchasing process 采购过程purchasing control procedure 采购控制程序purchasing information 采购信息reference standard 参照标准reference instructions 参照细则stockhouse 仓库measurement，analysis and improvement 测量,分析和改进measurement result 测量结果control procedure of monitoring and measuring devices 测量设备控制程序planning 策划preservation of product 产品保护control procedure for maintenance, replacement and records of product identification 产品标识的保持, 更换及记录控制程序procedure for product identification and traceability 产品标识和可追溯性程序conformity of product 产品的符合性monitoring and measurement of product 产品的监督和测量product plan 产品方案control procedure for product preservation 产品防护控制程序method of product release 产品放行方法conformity of product,product conformity 产品符合性product realization 产品实现planning of product realization 产品实现策划product characteristics 产品特性input to product requirements 产品要求的输入product status 产品状态final acceptance of product 产品最后验收procedure 程序program documents 程叙文件continual improvement 持续改进procedure for continual improvement of quality management system 持续改进质量体系程序adequacy 充分性storage location 存放地点agency personnel 代理人员submission of tenders 递交标书adjustment 调整,调节statutory and regulatory requirements 法律法规要求rework，vt 返工repair, vt 返修subcontractor 分承包方annex 附录improvement 改进improvement actions 改进措施on —the-job training 岗位技能培训responsibility of individual department and post 各部门，各岗位职责change identification 更改标记change order number 更改单编号process sheets 工艺单process specification 工艺规程procedure(process card 工艺规程(工艺卡process characteristics 工艺特性Job Description Format 工种描述单work environment 工作环境impartiality 公正性functional requirements 功能要求supplier 供方supplier evaluation procedure 供方评价程序supplier provided special processes 供方提供的特殊过程verification at supplier's premises 供方现场验证supply chain 供应链criteria for supplier selection, evaluation and re-evaluation 供应商选择、评估和再评估准则communication 沟通customer 顾客customer property 顾客财产control procedure for customer property 顾客财产控制程序customer feedback 顾客反馈Customer Service Contact Form 顾客服务联系表customer cummunications 顾客沟通customer satisfaction 顾客满意statistical analysis of customer satisfaction 顾客满意度统计分析customer complaint 顾客投诉identificaion of customer requirements 顾客要求的识别management review 管理评审records from management review 管理评审记录management review control procedure 管理评审控制程序management representative 管理者代表management responsibility 管理职责specified limits of acceptability 规定的可接受界限specified use 规定的用途process 过程complexity of processes 过程的复杂性monitoring and measurement of processes 过程的监视和测量operation of process 过程的运行status of processes 过程的状态process approach 过程方法process controls 过程控制process control documents 过程控制文件process performance 过程业绩appropriateness 合适性changes to contractor 合同的更改contract review control procedure 合同评审控制程序internet sales 互联网销售environmental conditions 环境条件monogram pragram requirements 会标纲要要求type of activities 活动类型infrastructure 基础建设infrastructure 基础设施fundamentals and vocabulary 基础与词汇control of records 记录控制technical specificaion 技术规范process trace sheet 加工跟踪单monitoring and measurement 监视和测量monitoring and measuring device 监视和测量装置control of monitoring and measuring devices 监视和测量装置控制check method 检查方法frequency of checks 检查频次calibration status 检定状态inspection and test control procedure 检验和试验控制程序identification procedure for inspection and test status 检验和试验状态标识程序inspection witness point 检验见证点inspection hold point 检验住手点buildings 建造物delivery 交付post —delivery activities 交付后的活动delivery activities 交付活动interface 接口acceptance of contract or orders 接受合同或者定单type of medium 介质类型experience 经验correction action 纠正措施Corrective action response time 纠正措施答复时间,纠正措施响应时间management procedure for corrective actions 纠正措施管理程序corrective action response times 纠正措施响应时间development activity 开辟活动traceability mark 可追溯性标志objectivity 客观性Customer Service Log 客户服务记录簿control feature 控制特性，控制细节control features 控制细则periodic assessment of stock 库存定期评估justification 理由routine 例程，惯例,常规质量职能分配表论证范围internal communication 内部沟通internal audit 内部审核internal audit procedure 内部审核程序internally controlled standard 内控标准internal audit 内审results of internal and external audits 内外部审核结果competence 能力training 培训training needs 培训需要evaluate 评价records of the results of the review 评审结果的记录review output 评审输出review input 评审输入Purchase Requisition 请购单authority 权限validation 确认concession 让步human resources 人力资源job training of personnel 人员岗位培训qualification of personnel 人员资格equipment control procedure 设备控制程序device type 设备类型order of design changes 设计更改通知单design and development control procedure 设计和开辟控制程序design and development 设计开辟design and development planning 设计开辟策划control of design and development changes 设计开辟更改控制design and development review 设计开辟评审design and development validation 设计开辟确认design and development outputs 设计开辟输出design and development inputs 设计开辟输入design and development verification 设计开辟验证design validation 设计确认design documentation 设计文件编制design acceptance criteria 设计验收准则design verification 设计验证audit program 审核大纲conduct of audits 审核行为audit criteria 审核准则production process control 生产过程控制production process control procedure 生产过程控制程序production and service provision 生产和服务提供control of production and service provision 生产和服务提供的控制validation of processes for production and service provision 生产和服务提供过程的确认production order 生产令identification and traceability 识别和可追溯性identification and traceability maintenance and replacement 识别和可追溯性维护与替换invalidate 使失效market survey 市场调研suitability 适宜性scope 合用范围controlled condition 受控状态terms and definitions 术语与定义analysis of data 数据分析sequence 顺序transfer of ownership 所有权转移system document 体系文件statistical technique 统计方法outsource(vt a process 外包过程external source 外部来源documents of external origin 外来文件outsource，vt 外协unique identification 惟一的标识maintenance 维护Document Change Control 文件更改控制Request For Document Change (RDC 文件更改需求单control of documents 文件控制documentation requirements 文件要求enquiry 问询,询价field nonconformity analysis 现场不符合分析relevance 相关性interaction 相互作用detail design 详细设计，详图设计，零件设计,施工设计sales department 销售部sales contract 销售合同checklist 校验表,一览表,检查一览表calibration 校准submission of action plans 行动计划的递交documented procedures 形成文件的程序documented statement 形成文件的声明performance requirements 性能要求licensee responsibilities 许可证持有者责任acceptance criteria 验收准则verification arrangement 验证安排verification results 验证结果customer focus 以客户为关注点, 以客户为焦点awareness 意识introduction 引言，概述,介绍normative references 引用标准application 应用visit to user 用户访问review of requirements related to the product 有关产品的要求评审competent 有能力的effectiveness 有效性determination of requirements related to the product 与产品有关的要求的确定customer —related processes 与顾客有关的过程preventive action 预防措施management procedure for preventive actions 预防措施管理程序planned results 预期的结果intended use 预期的用途procedure for competence，knowledge and training of personnel 员工能力，知识和培训程序personnel training procedure 员工培训程序supporting services 支持性服务functions 职能部门responsibility 职责assignment of responsibility 职责分工workmanship 创造工艺manufacturing acceptance criteria 创造验收准则quality policy 质量方针quality programs 质量纲领quality management system 质量管理体系quality management system planning 质量管理体系策划performance of the quality management system 质量管理体系业绩quality plan 质量计划quality records 质量记录quality objectives 质量目标quality audit 质量审核quality manual 质量手册quality problem handling form 质量问题处理单quality requirements 质量要求allocation table of quality responsibilities 质量职能分配表availability of resources 资源的可获得性resource management 资源管理allocation of resources 资源配置provision of resources 资源提供general requirements 总要求，普通要求constituent part 组成部件organization 组织continual improvement of the organization 组织的持续改进size of organization 组织的规模Organizational Diagram 组织机构图final acceptance 最终验收work instructions 作业指导书。
外文文献翻译——顾客满意度(附原文)
外文文献翻译(附原文)译文一:韩国网上购物者满意度的决定因素摘要这篇文章的目的是确定可能导致韩国各地网上商场顾客满意的因素。
假设客户的积极认知互联网购物的有用性,安全，技术能力,客户支持和商场接口积极影响客户满意度。
这也是推测,满意的顾客成为忠实的客户。
调查结果证实，客户满意度对顾客的忠诚度有显著影响,这表明,当顾客满意服务时会显示出很高的忠诚度.我们还发现,“网上客户有关安全风险的感知交易中，客户支持,网上购物和商场接口与客户满意度呈正相关.概念模型网上购物者可以很容易的将一个商场内的商品通过价格或质量进行排序，并且可以在不同的商场之间比较相同的产品。
网上购物也可以节省时间和降低信息搜索成本。
因此，客户可能有一种感知,他们可以用更少的时间和精力得到更好的网上交易。
这个创新的系统特性已被定义为知觉有用性。
若干实证研究发现，客户感知的实用性在采用影响满意度的创新技术后得以实现.因此，假设网上购物的知觉有用性与满意度成正相关(H1).网上客户首要关注的是涉及关于网上信用卡使用的明显的不安全感。
虽然认证系统有明显进步,但是顾客担心在网上传输信用卡号码这些敏感的信息是不会被轻易的解决的。
网上的隐私保护环境是另一个值得关注的问题。
研究表明,网上客户担心通过这些网上业务会造成身份盗窃或冒用他们的私人信息。
因此，据推测，网上购物的安全性对顾客满意度有积极地影响(Ｈ2)。
以往的研究表明,系统方面的技术,如网络速度,错误恢复能力和系统稳定性都是导致客户满意度的重要因素。
例如,Kｉm和Lim(20０1)发现,网络速度与网上购物者的满意度有关.Ｄelｌaert和卡恩（199９年)也报告说,当网络提供商没有进行很好的管理时网上冲浪速度慢会给评价网站内容带来负面影响。
丹尼尔和Alaｄwani的文件表明，系统错误的迅速准确的恢复能力以及网络速度是影响网上银行用户满意度的重要因素(H3)。
由于网上交易的非个人化性质客户查询产品和其他服务的迅速反应对客户满意度来说很重要。
质量管理体系术语中英文对照
质量管理体系术语中英文对照以下是部分质量管理体系相关的基本术语中英文对照：1.质量管理体系（Quality Management System, QMS）o中文：质量管理体o英文：Quality Management System2.质量管理（Quality Control, QC）o中文：质量管理o英文：Quality Control3.持续改进（Continuous Improvement, CI）o中文：持续改进o英文：Continuous Improvement4.过程方法（Process Approach）o中文：过程方法o英文：Process Approach5.质量方针（Quality Policy）o中文：质量方针o英文：Quality Policy6.质量目标（Quality Objectives）o中文：质量目标o英文：Quality Objectives7.内部审核（Internal Audit）o中文：内部审核o英文：Internal Audit8.纠正措施（Corrective Action）o中文：纠正措施o英文：Corrective Action9.预防措施（Preventive Action）o中文：预防措施o英文：Preventive Action10.顾客满意度（Customer Satisfaction）o中文：顾客满意度o英文：Customer Satisfaction11.供方管理（Supplier Management）o中文：供应商管理o英文：Supplier Management12.产品实现（Product Realization）o中文：产品实现o英文：Product Realization13.设计和开发（Design and Development）o中文：设计与开发o英文：Design and Development14.测量、分析和改进（Measurement, Analysis andImprovement）o中文：测量、分析与改进o英文：Measurement, Analysis and Improvement 以上内容主要参考了ISO 9001:2015质量管理体系标准中的核心概念。
顾客满意
顾客满意—CS管理一、概念CS是英文Customer Satisfaction的缩写，意为顾客满意。
顾客满意顾名思义，就是顾客对其要求已被满足的程度的感受。
当然，顾客抱怨是一种满意程度低的最常见的表达方式，但没有抱怨并不一定表明顾客很满意。
即使规定的顾客要求符合顾客的愿望并得到满足，也不一定确保顾客很满意。
菲利普·科特勒认为，顾客满意“是指一个人通过对一个产品的可感知效果与他的期望值相比较后，所形成的愉悦或失望的感觉状态”。
亨利·阿塞尔也认为，当商品的实际消费效果达到消费者的预期时，就导致了满意，否则，则会导致顾客不满意。
满意与否首先取决于一个人的价值观。
美国营销学会手册中，对顾客满意的定义是：满意=期望-结果。
从上面的定义可以看出，满意水平是可感知效果或测量分析后效果和期望值之间的差异函数。
如果效果低于期望，顾客就会不满意；如果效果与期望相匹配，顾客就满意；如果效果超过期望，顾客就会高度满意、高兴或欣喜，从而达到提高满意度。
顾客满意如果对企业的产品和服务感到满意，顾客也会将他们的消费感受通过口碑传播给其他的顾客，扩大产品的知名度，提高企业的形象，为企业的长远发展不断地注入新的动力。
但现实的问题是，企业往往将顾客满意等于信任，甚至是“顾客忠诚”。
事实上，顾客满意只是顾客信任的前提，顾客信任才是结果；顾客满意是对某一产品、某项服务的肯定评价，即使顾客对某企业满意也只是基于他们所接受的产品和服务令他满意。
二、产生背景1．经营与竞争环境的变化。
80年代中期，西方绝大多数行业已处于买方市场之下。
如果不能使顾客满意，即使是好商品也会卖不出去。
最早对这种经营环境变化做出的系统反应是斯堪的纳维来航空公司，他们于1985年提出了服务与管理的观点。
提出并实践这种观点，意味着企业自觉地把竞争由生产率的竞争转换为服务质量的竞争。
他们的信念是，企业利润增加首先取决于服务的质量。
后来，服务与管理观点传到美国后，被进一步运用和发展。
顾客全面满意度的英文缩写
顾客全面满意度的英文缩写在现代商业环境中，顾客满意度是企业成功的关键因素之一。
顾客满意度是指顾客对产品或服务的感受和评价，它直接影响着顾客的忠诚度和口碑传播。
为了更好地衡量和管理顾客满意度，人们发展了一种用于简洁表达的英文缩写，即CSAT（Customer Satisfaction）。
CSAT是一种常用的指标，用于衡量顾客对产品或服务的满意程度。
它通常通过调查问卷、客户反馈和市场研究等方式来收集数据。
CSAT的计算方法可以是定量的，也可以是定性的。
定量方法通常使用满意度评分，例如1到5或1到10的等级评分。
而定性方法则通过开放式问题或描述性评价来收集顾客的意见和建议。
CSAT的应用范围广泛，几乎适用于所有行业和企业。
无论是制造业、零售业还是服务业，都可以通过CSAT来了解顾客的需求和期望，从而改进产品和服务质量。
通过定期进行CSAT调查，企业可以及时发现问题和改进的空间，提高顾客满意度，增强市场竞争力。
除了CSAT，还有其他一些与顾客满意度相关的指标和缩写。
其中最常见的是NPS（Net Promoter Score）和CES（Customer Effort Score）。
NPS是一种用于衡量顾客忠诚度的指标，它通过问卷调查来评估顾客对企业的推荐意愿。
CES则是一种用于衡量顾客购买过程中所需努力的指标，它通过问卷调查来评估顾客对购买过程的满意程度。
尽管CSAT、NPS和CES等指标在衡量顾客满意度方面发挥了重要作用，但它们并不是万能的。
顾客满意度是一个复杂的概念，受到多种因素的影响，包括产品质量、服务质量、价格、品牌形象等。
因此，单一的指标往往无法全面反映顾客的满意程度。
为了更准确地了解顾客的需求和期望，企业应该综合使用多种指标和方法，进行全面的顾客满意度评估。
除了衡量顾客满意度，企业还应该关注顾客体验。
顾客体验是指顾客在购买和使用产品或服务过程中的感受和体验。
它包括产品的外观、功能、性能，以及服务的响应速度、友好程度等。
English-Chinese Translation 1
1. 2 The classification of translation
1) In terms of linguistic signs: ① Intralingual translation: translation within a language (语内翻译). e.g. classic Chinese → modern Chinese; Cantonese → Putonghua (standard spoken Chinese); etc. ② Interlingual translation: translation between languages (语际翻译). e.g. Chinese → English, or vice versa. ③ Intersemiotic translation: translation between linguistic signs and non-linguistic signs (符际翻译). e.g. flag signals (or sign language) → linguistic signs
2criteriaandprinciplesoftranslation?120中国学者及翻译家的学说?严复的信达雅三字标准?鲁迅先生的兼顾两面论?钱钟书先生的化境说?矛盾先生的忠实通顺准则?林语堂的忠实标准通顺标准美好标准?刘重德先生的信达切三字标准?傅雷重神似不重形似余光中变通的艺术?翻译如婚姻是一种两相妥协的艺术
1. 1. 2 The classification of translation
4) In terms of mode of translation:
外文翻译---顾客满意——一种全新的质量观
附录Customer Satisfaction---- One kind of brand-newquality viewby xi chang yangSince long ago, the people all merely treat as the quality question a technical question, speaks of the improvement quality on merely to consider from the technical angle.Along with knowledge economy development and productive forces unceasing enhancement, the people already developed to the product demand from the sole technical nature to the technical efficiency and expand to the spiritual domain, moreover satisfies the proportion which the spiritual demand the product or the product characteristic occupies greatly to surpass satisfies the proportion which the physiological demand occupies. At the same time, is day by day rich along with the material life, more and more from organizes the quality center of gravity and the determination power a side to shift to the customer hand in, the customer satisfied already becomes the appraisal product quality quality the only standard.This caused the quality idea to have the very big change----from examination quality view to tallying quality view, finally formed has satisfied take the customer as the core brand-new quality idea.Customer SatisfactionWho is a customer? The customer is "the receive product organization or individual". Based on ISO9000: 2,000 standards concerned customers define explanation that, The customer may be organizes the interior is the internal customer, also may be exterior the organization namely the external customer. As for the organization interior, "the next working procedure" is "on a working procedure" customer. Therefore, a organization to the customer the understanding should be generalized, cannot merely understand for organizes the product "the customer". At the same time, "supplies the chain" based on the product, the customer may divide into the middle customer and the final customer, the realistic customer and the potential customer, to customer thin, classification and research, is advantageous carries on the different way to us in view of the different customer demand stimulating with the guidance, thus makes the customer to be pleased, achieves organization's goal.Customer satisfaction is "the customer to its request already the degree feeling which satisfied",is the people in has accepted the product or the service including its carried the information after stimulating, makes one kind of firmly psychological condition, is the people to the product one kind of subjective comprehensive appraisal.This meant that, whether the customer does satisfy is decided by its receive product and the information the way and the degree which stimulate to it, when this kind stimulates has satisfied customer's request (including clear instructions or latent demand), can to the customer form is stimulating, thus causes the customer satisfiedly, moreover this kind stimulates the regulation goes past the deep customer to be more satisfied, otherwise, can form to the customer negative stimulates, can make thecustomer not to be pleased, moreover the regulation which stimulates to the customer goes past the depth, the customer is more unsatisfied, can cause the customer to complain, even the customer sues.Likes us to purchase clothes, clothes use value self-evident (winter clothing maintaining warmth, summer clothing penetrability and cool and so on), if only this but the oneself, the customer responded can be very light, but, if to the clothing assembly by the natural novel design, dresses up Li's color, causes us to obtain the accident pleasantly surprised, then can make us to feel one kind of unexpected harvest, we will be satisfied.Customer satisfactory quality view" Customer satisfaction " took one idea, more and more accepts for the multitudinous different type organization. We may understand from following several aspects that,1,the customer satisfies not only is the organization the starting point also falls the foot spot.The Chinese economy comprehensively entered "is too much economical" the time.Statistics have indicated, the consumer wants to choose the refrigerator from 290 kind of refrigerators, chooses the beer from 455 kind of beer, chooses the cosmetics from 478 kind of cosmetics, chooses the shirt from 575 kind of shirts. The price, the quality, the design all day after day hasten with. The buyer market buyer can make the decision.The customer decided wants any, when wants, how wants, to leave how many prices, the customer truly becomes the basic condition organizes depends on, the customer to satisfy the basic power which into the human society develops. Any organization when provides the product or the service, its goal lies in the product or the service which causes it to provide obtains customer's approval, and lets it be glad accepts. This requests the organization to understand the customer needs any type the product and the service, has any type to the product and the service the request---- The fine product, the customer does not need, also cannot obtain customer's approval. Therefore, the organization only had has grasped this starting point, could provide satisfaction for the customer the product or the service. At the same time, the customer satisfies the degree had decided the organization makes money the degree, had decided the organization develops mentality, according to conventional algorithm, an enterprise if preserves 5% stable customer, that this enterprise's profit at least can increase 25%. Therefore, the organization falls foot also to be supposed to lie in causes the customer satisfiedly, only had grasps "the customer to be satisfied" this driving force, the organization can obtain the considerable development.2, " Customer Satisfaction " is the market economy development necessity.The customer satisfies quality view is the market economy development inevitable result. Along with the social productive forces development, the society has brought the extremely rich material resources for the people, thus let the market realize from the seller market to the buyer market transformation, caused the buyer is the customer control the market development direction. Is passing we often by "mineproduct is qualified, customer do not use when" performs to shift responsibility onto others. Now not good, you think own product qualified, but cannot meet my needs, which you on saved in yours warehouse are being good! Who had considered my demand, whose product I do purchase. At the same time, the knowledge economy development enable the organization to have the ability to have the condition not only to satisfy customer's physiological needs, also can meet customer's psychological needs, causes the product to be more richly colorful, causes the service even more to look after with great solicitude.3,Customer satisfaction is the inevitable result which the humanist idea popularizes.The customer satisfies quality view is by the artificial starting point and the center, is revolving the reassignment organization and customer's enthusiasm, the activity, causes the organization unceasingly to satisfy the customer to request, thus realizes the customer to be satisfied, unceasingly realizes the humanity to the happy pursue, improves humanity's quality of life. At the same time, satisfies take the customer as the idea from organizes the quality specification and the determination power a side to change to a customer side, had reflected person's status unceasingly is enhancing. Grasps humanist this "the new melody", persisted according to customer's objective request, wants, for suffices to the foot; Does not want, does not give. Thus and mutually seeps the Chinese Communist Party in the organization and customer's interaction with to build humanity's matter and the spiritual civilization life.4, Customer satisfaction is organizes the eternal pursue the goal.Customer satisfaction is human society's one kind of basic desire, will be the humanity forever the without limits self- pursue. Therefore, meets customer's need and the desire also is organizes the eternal pursue the goal. Enters for the 21st century, the more and more many organization attention "the customer is satisfied" strategic sense. Is the various countries' expert, the entrepreneur, how the administrative personnels all exploring causes own organization to seize the 21st century quality as soon as possible the commanding point, many large-scale organization are formulating the 21st century quality strategies, and "the customer will be satisfied" took the quality strategy the core, took it will support other contents "the outline". "Satisfies customer's request and expected" will substitute for the pursue quality to be qualified or the service reaches the sign to become the highest goal which the enterprise pursues. Grasps the tendency to be able to grasp successfully, thus will grasp the future. In this competition extremely intense time, only has grasps this kind of tendency and the direction, correctly establishes the oneself developmental strategy goal, can in the competition neutrality to the invincible position.How stimulates the customer to be satisfied?Above said, customer satisfaction was the customer has accepted one kind of psychological condition which the product or the service and its the information stimulated produces, was a psychology concept. Then, how we do stimulate customer's this kind of satisfactory mood? "We do well, the customer will satisfy" to? Which first should we pay attention affect customer satisfaction and not the satisfactory factor have:1, not satisfactory factorThe clear instructions forgives which in the product either the service or anticipated provides to customer's use or the service, is the customer thought the self-evident characteristic, it meets the customer need the degree, affects the factor which the customer satisfies, once has the aspect which does not arrive, can create customer's disaffection, usually is called it not the satisfactory factor. For instance: We buy a thermos bottle, its heat preservation characteristic (or said use) is a not satisfactory factor. If buys a thermos bottle not to keep warm, we will be very annoyed and not be unsatisfied, since these characteristics all had, conforms to our requirement, also cannot urge us to satisfy, because we can think this is should.2, neutral factorSome one kind of factor, when customer's demand has not obtained satisfies, will feel very disappointedly; If obtains time satisfying which should obtain, cannot have any intense reflection; But, if organizes to do very much arrives, can increase the customer to be satisfied. We call such factor the neutral factor. For instance agrees time purchase goods, if cannot as scheduled arrive, can cause the customer to complain; If arrives on time, perhaps the customer cannot have any response; If can arrive ahead of time, then the customer can be very happy.3, satisfactory factorThe customer obtains the accident harvest, often can make the customer to be extremely pleased, however, organizes not to provide these product characteristics, also cannot cause the customer to be discontented, we called such factor is the satisfactory factor. For instance we purchase the ultra value service which the product obtained arrives; Enjoys when the service obtained arrives the accident present presents and so on. These accidents are pleasantly surprised often can make us to feel extremely satisfies.Had understood these affect the factor which the customer satisfies, how can we grasp well stimulate the customer to be satisfied. Only dodges forms the customer not satisfactory factor, diligently completes the neutral factor, plans with every effort with the implementation lets the factor which the customer satisfies, can unceasingly satisfy the customer to request, to strengthen the customer to be satisfied, thus achieves the quality goal which the customer satisfies, the promotion enterprise's development.The enterprise should establish and implement the customersatisfactory strategyWe do not avoid the enterprise the goal are the profit maximization. But the enterprise profit goal realization is take customer's existence as the foundation, left the customer, any organization all with difficulty exists. In in the 21st century competitions, who wins customer's adoring with the repayment, who can survive and the development; Otherwise, only can be blind alley. How does customer's adoring with repay, how also is decided to the enterprise causes their satisfaction. Therefore, says from some kind of degree, enterprise's management strategy is the quality strategy, but this all starting points and the home to return to all conclusion is a point: The customer is satisfied. How then we do establish and implement the customersatisfactory strategy?1, the creation " Customer satisfaction " as the central enterprise new management idea.The enterprise must manifests in own management policy and the goal "attracts more customers" and "unceasingly enhances the customer degree of satisfaction" the thought, in educates training to the staff in the foundation, causes the staff to comply with the occupational ethics, the behavior standards, the value idea and the staff quality molds the aspect, all seeps "all to let the customer is satisfied" the idea. Thus creates one kind in the enterprise interior "the internal service" management idea, although you not directly serve the customer, but your work must be for serves customer's person to serve. Inducts " the next working procedure in the enterprise interior is on the working procedure customer" the customer satisfies the idea, namely in the entire operation link, the previous link department treats as the next link department the customer, carries on the service to it, a link serves a link, finally provides the best service for the external customer.2, the promotion " Customer satisfaction " as the objective quality control innovation.The enterprise must frequently organized carry on the customer demand and the market information diagnosis, comprehensively, thoroughly and accurately grasps the customer various aspects the demand, including the latent demand, for the enterprise product market localization, the development design, the improvement and the innovation promptly provides the basis. At the same time, the diagnosis will obtain customer related aspect the and so on product function, quality, price and outward appearance demand, comprehensively accurately will transform as the product design improvement technical parameter, the cost element, and in strictly will request in the process according to the product design or the improvement which the organization will produce, will have to implement "under a link will be the customer" the policy, comprehensive development "internal customer satisfied" the activity, will produce conforms to the product which the customer will request, achieved the customer will be satisfied.3, pays special attention " Customer satisfaction " and serves the management innovation as the criterion enterprise marketing.The enterprise must use the science the method to carry on the customer degree of satisfaction to the enterprise exterior market environment evaluating after testing, through evaluates after testing the customer to enterprise's product quality characteristic, the fine reputation, well-knownness, turning head rate, the sales ability, the complaint rate and so on several aspects satisfaction, provides the basis for the improvement marketing strategy and the enhancement grade of service. At the same time, from enhances the customer "satisfaction" and "the loyalty" the goal embarks, establishes the customer file, omni-directionally implements, the multi- forms standard post-sale service, the realization pre-sale consultation, sells supports, the post-sale increment namely "the help user buys goods" the increment service process, thus "sues" the service after three stages entire processes service substitution.4, takes take " Customer satisfaction " as the guidance enterpriseinformation management innovation.The information technology development, provided the very good condition for our effectively collection and the process information, the enterprise has had in the realization take the enterprise as the center to take the customer as in the central mentality transformation foundation, carried on the enterprise information management the innovation. To the enterprise inside and outside pitch point and the flow and so on information collection, analysis, transmission, feedback, processing design, the speed which as well as various pitch points information current capacity and pasts performs to control, does the system research to the information feedback processing cycle and the time stipulation, thus is the correct development "the customer is satisfied" a series of activities, provides the science effective basis.5, the implementation " Customer satisfaction " as the master line enterprise organizational structure reorganization.While "the customer satisfied" the thought and "the customer satisfied" for the central strategy implementation, the enterprise must take the information bidirectional transmission speed, the information past the attrition rate and the management efficiency three big targets is in the synthesis optimization as a principle, reduces the enterprise excessively many management structure level and the administrative personnel level, causes the enterprise the structure flatly, the decision-making is fast. Realizes "the customer satisfiedly" the management goal is a master line, reasonably adjusts various departments the management function, eliminates the overlap region ofvarious departments function connection place and other management pessimistic areas, the realization management science is highly effective. Thus carries on the enterprise organizational structure the reorganization, the realization enterprise flow makes again.顾客满意——一种全新的质量观杨希昌长期以来，人们都把质量问题仅仅当作一个技术问题，说到改进质量就仅仅从技术角度去考虑。
质量手册翻译中英文对照
质量手册翻译中英文术语表3.1.1 质量 quality3.1.2 要求 requirement3.1.3 等级 grade3.1.4 顾客满意 customer satisfaction3.1.5 能力 capability3.2.1 体系(系统) system3.2.2 管理体系 management system3.2.3 质量管理体系 quality management system 3.2.4 质量方针 quality policy3.2.5 质量目标 quality objective3.2.6 管理 management3.2.7 最高管理者 top management3.2.8 质量管理 quality management3.2.9 质量策划 quality planning3.2.10 质量控制 quality control3.2.11 质量保证 quality assurance3.2.12 质量改进 quality improvement3.2.13 持续改进 continual improvement3.2.14 有效性 effectiveness3.2.15 效率 efficiency3.3.1 组织 organization3.3.2 组织结构 organizational structure3.3.3 基础设施 infrastructure3.3.4 工作环境 '77ork environment 3.3.5 顾客 customer3.3.6 供方 supplier3.3.7 相关方 interested party3.4.1 过程 process3.4.2 产品 product3.4.3 项目 project3.4.4 设计和开发 design and development 3.4.5 程序 procedure3.5.1 特性 characteristic3.5.2 质量特性 quality characteristic 3.5.3 可信性 dependability3.5.4 可追溯性 traceability3.6.1 合格（符合） conformity3.6.2 不合格（不符合） nonconformity 3.6.3 缺陷 defect3.6.4 预防措施 preventive action3.6.5 纠正措施 corrective action3.6.6 纠正 correction3.6.7 返工 rework3.6.8 降级 regrade3.6.9 返修 repair3.6.10 报废 scrap3.6.11 让步 concession3.6.12 偏离许可 deviation permit3.6.13 放行 release3.7.1 信息 information3.7.2 文件 document3.7.3 规范 specification3.7.4 质量手册 quality manual3.7.5 质量计划 quality plan3.7.6 记录 record3.8.1 客观证据 objective evidence3.8.3 试验 test3.8.4 验证 verification3.8.5 确认 validation3.8.6 鉴定过程 qualification process3.8.7 评审 review3.9.1 审核 audit3.9.2 审核方案 audit programme3． 9．3 审核准则audit criteria3．9．4 审核证据 audit evidence3．9．5 审核发现 audit findings3．9．6 审核结论 audit conclusion3．9．7 审核委托方 audit client3． 9．8 受审核方 auditee3．9．9 审核员 auditor3．9．10 审核组 audit team3．9．11 技术专家 technical expert3．9．12 能力 competence3.10.1 测量控制体系 measurement control system 3.10.2 测量过程 measurement process3.10.3 计量确认 metrological confirmation3.10.4 测量设备 measuring equipment3.10.5 计量特性metrological characteristic 3.10.6 计量职能 metrological function Aaudit 3.9.1 审计audit client 3.9.7 客户审计audit conclusion 3.9.6 审计结论audit criteria 3.9.3 审计标准audit evidence 3.9.4 审计证据audit findings 3.9.5audit programme 3.9.2 审计大纲audit team 3.9.10 审计团队auditee 3.9.8auditor 3.9.9Ccapability 3.1.5characteristic 3.5.1concession 3.6.11conformity 3.6.1continual improvement 3.2.13 correction 3.6.6corrective action 3.6.5customer 3.3.5customer satisfaction 3.1.4 competence 3.9.12Ddefect 3.6.3dependability 3.5.3design and development 3.4.4deviation permit 3.6.12document 3.7.2Eeffectiveness 3.2.14efficiency 3.2.15Ggrade 3.1.3Iinformation 3.7.1infrastructure 3.3.3inspection 3.8.2interested party 3.3.7Mmanagement 3.2.6management system 3.2.2 measurement control system 3.10.1 measurement process 3.10.2 measuring equipment 3.10.4 metrological characteristic 3.10.5 metrological confirmation 3.10.3 metrological function 3.10.6Nnonconformity 3.6.2Oobjective evidence 3.8.1 客观证据organization 3.3.1organizational structure 3.3.2 Ppreventive action 3.6.4 procedure 3.4.5process 3.4.1product 3.4.2project 3.4.3Qqualification process 3.8.6 quality 3.1.1quality assurance 3.2.11quality characteristic 3.5.2 quality control 3.2.10quality improvement 3.2.12 quality management 3.2.8quality management system 3.2.3 quality manual 3.7.4quality objective 3.2.5quality plan 3.7.5quality planning 3.2.9 质量计划quality policy 3.2.4Rrecord 3.7.6 记录regrade 3.6.8release 3.6.13 放行repair 3.6.9requirement 3.1.2review 3.8.7rework 3.6.7 返工Sscrap 3.6.10specification 3.7.3supplier 3.3.6 供应商system 3.2.1 系统Ttechnical expert <audit> 3.9.11 技术出口test 3.8.3 测试top management 3.2.7 高层管理traceability 3.5.4 可塑性Vvalidation 3.8.5verification 3.8.4 验证Wwork environment 3.3.4 工作环境质量管理体系基础和术语 Quality management syst ems－－Fundamentals and vocabulary质量管理和质量保证标准第2部分: GB/T 19001、GB /T 19002和GB/T 19003实施通用指南 Quality manag ement and quality assurance standards－－Part 2: Generic guidelines for the application of GB /T 19001、GB/T 19002 and GB/T 19003质量管理和质量保证标准第3部分: GB/T 19001在计算机软件开发、供应、安装和维护中的使用指南 Qual ity management and quality assurance standards －－Part 3: Guidelines for the application of G B/T 19001 to the development, supply, installat ion and maintenance of computer software质量管理和质量保证标准第4部分:可信性大纲管理指南 Quality management and quality assurance s tandards－－Part 4: Guide to dependability prog ramme management质量管理体系要求 Quality management systems－－Requirements质量管理体系业绩改进指南 Quality management sy stems－－Guidelines for performance improvement s质量管理和质量体系要素第2部分: 服务指南 Quali ty management and quality system elements－－Pa rt 2: Guidelines for services质量管理和质量体系要素第3部分: 流程性材料指南 Quality management and quality system elements －－Guidelines for processed materials质量管理和质量体系要素第4部分: 质量改进指南 Q uality management and quality system elements－－Guidelines for quality improvement质量管理质量计划指南 Quality management－－Gui delines for quality plans质量管理项目管理质量指南 Quality management－－Guidelines to quality in project management 质量管理技术状态管理指南 Quality management－－Guidelines for configuration management质量体系审核指南审核 Guidelines for auditing q uality systems－－Part 1: Auditing质量体系审核指南质量体系审核员的评定准则 Guide lines for auditing quality systems－－Part 2: Q ualification criteria for quality systems audit ors质量体系审核指南审核工作管理 Guidelines for au diting quality systems－－Part 3: Management of audit programmes测量设备的质量保证要求第一部分: 测量设备的计量确认体系 Quality assurance requirements for mea suring equipment Part 1: Metrological confirmat ion system for measuring equipment测量设备的质量保证第2部分: 测量过程控制指南 Q uality assurance for measuring equipment－－Par t 2: Guidelines for control of measurement proc esses质量手册编制指南 Guidelines for developing qual ity manuals质量经济性管理指南 Guidelines for managing the economics of quality质量管理培训指南 Quality management－－Guideli nes for trainingEnglish Chinesereceipt （入厂）接受，验收，进货handling 搬运packaging 包装storage 保存protection 保护comparison 比较identification 标识replacement of identification mark 标识标志更换maintenance of identification 标识的保持records of identification control 标识控制记录tender 标书normative document 标准文件supplemental 补充nonconforming product 不合格品control of nonconforming product 不合格品控制control procedure of nonconforming products 不合格品控制程序tendency of nonconformance 不合格倾向purchasing 采购verification of purchased product 采购的产品验证purchasing process 采购过程purchasing control procedure 采购控制程序purchasing information 采购信息reference standard 参照标准reference instructions 参照细则stockhouse 仓库measurement, analysis and improvement 测量，分析和改进measurement result 测量结果control procedure of monitoring and measuring d evices 测量设备控制程序planning 策划preservation of product 产品保护control procedure for maintenance, replacement and records of product identification 产品标识的保持, 更换及记录控制程序procedure for product identification and tracea bility 产品标识和可追溯性程序conformity of product 产品的符合性monitoring and measurement of product 产品的监督和测量product plan 产品方案control procedure for product preservation 产品防护控制程序method of product release 产品放行方法conformity of product, product conformity 产品符合性product realization 产品实现planning of product realization 产品实现策划product characteristics 产品特性input to product requirements 产品要求的输入product status 产品状态final acceptance of product 产品最后验收procedure 程序program documents 程序文件continual improvement 持续改进procedure for continual improvement of quality management system 持续改进质量体系程序adequacy 充分性storage location 存放地点agency personnel 代理人员submission of tenders 递交标书adjustment 调整，调节statutory and regulatory requirements 法律法规要求rework, vt 返工repair, vt 返修subcontractor 分承包方annex 附录improvement 改进improvement actions 改进措施on-the-job training 岗位技能培训responsibility of individual department and pos t 各部门, 各岗位职责change identification 更改标记change order number 更改单编号process sheets 工艺单process specification 工艺规程procedure(process card) 工艺规程(工艺卡) process characteristics 工艺特性Job Description Format 工种描述单work environment 工作环境impartiality 公正性functional requirements 功能要求supplier 供方supplier evaluation procedure 供方评价程序supplier provided special processes 供方提供的特殊过程verification at supplier's premises 供方现场验证supply chain 供应链criteria for supplier selection, evaluation and re-evaluation 供应商选择、评估和再评估准则communication 沟通customer 顾客customer property 顾客财产control procedure for customer property 顾客财产控制程序customer feedback 顾客反馈Customer Service Contact Form 顾客服务联系表customer communications 顾客沟通customer satisfaction 顾客满意statistical analysis of customer satisfaction 顾客满意度统计分析customer complaint 顾客投诉identification of customer requirements 顾客要求的识别management review 管理评审records from management review 管理评审记录management review control procedure 管理评审控制程序management representative 管理者代表management responsibility 管理职责specified limits of acceptability 规定的可接受界限specified use 规定的用途process 过程complexity of processes 过程的复杂性monitoring and measurement of processes 过程的监视和测量operation of process 过程的运行status of processes 过程的状态process approach 过程方法process controls 过程控制process control documents 过程控制文件process performance 过程业绩appropriateness 合适性changes to contractor 合同的更改contract review control procedure 合同评审控制程序internet sales 互联网销售environmental conditions 环境条件monogram pragram requirements 会标纲要要求type of activities 活动类型infrastructure 基础建设infrastructure 基础设施fundamentals and vocabulary 基础与词汇control of records 记录控制technical specificaion 技术规范process trace sheet 加工跟踪单monitoring and measurement 监视和测量monitoring and measuring device 监视和测量装置control of monitoring and measuring devices 监视和测量装置控制check method 检查方法frequency of checks 检查频次calibration status 检定状态inspection and test control procedure 检验和试验控制程序identification procedure for inspection and tes t status 检验和试验状态标识程序inspection witness point 检验见证点inspection hold point 检验停止点buildings 建筑物delivery 交付post-delivery activities 交付后的活动delivery activities 交付活动interface 接口acceptance of contract or orders 接受合同或定单type of medium 介质类型experience 经验correction action 纠正措施Corrective action response time 纠正措施答复时间，纠正措施响应时间management procedure for corrective actions 纠正措施管理程序corrective action response times 纠正措施响应时间development activity 开发活动traceability mark 可追溯性标志objectivity 客观性Customer Service Log 客户服务记录簿control feature 控制特性，控制细节control features 控制细则periodic assessment of stock 库存定期评估justification 理由routine 例程，惯例，常规质量职能分配表论证范围internal communication 内部沟通internal audit 内部审核internal audit procedure 内部审核程序internally controlled standard 内控标准internal audit 内审results of internal and external audits 内外部审核结果competence 能力training 培训training needs 培训需要evaluate 评价records of the results of the review 评审结果的记录review output 评审输出review input 评审输入Purchase Requisition 请购单authority 权限validation 确认concession 让步human resources 人力资源job training of personnel 人员岗位培训qualification of personnel 人员资格equipment control procedure 设备控制程序device type 设备类型order of design changes 设计更改通知单design and development control procedure 设计和开发控制程序design and development 设计开发design and development planning 设计开发策划control of design and development changes 设计开发更改控制design and development review 设计开发评审design and development validation 设计开发确认design and development outputs 设计开发输出design and development inputs 设计开发输入design and development verification 设计开发验证design validation 设计确认design documentation 设计文件编制design acceptance criteria 设计验收准则design verification 设计验证audit program 审核大纲conduct of audits 审核行为audit criteria 审核准则production process control 生产过程控制production process control procedure 生产过程控制程序production and service provision 生产和服务提供control of production and service provision 生产和服务提供的控制validation of processes for production and serv ice provision 生产和服务提供过程的确认production order 生产令identification and traceability 识别和可追溯性identification and traceability maintenance and replacement 识别和可追溯性维护与替换invalidate 使失效market survey 市场调研suitability 适宜性scope 适用范围controlled condition 受控状态terms and definitions 术语与定义analysis of data 数据分析sequence 顺序transfer of ownership 所有权转移system document 体系文件statistical technique 统计方法outsource(vt) a process 外包过程external source 外部来源documents of external origin 外来文件outsource, vt 外协unique identification 唯一的标识maintenance 维护Document Change Control 文件更改控制Request For Document Change (RDC) 文件更改需求单control of documents 文件控制documentation requirements 文件要求enquiry 问询，询价field nonconformity analysis 现场不符合分析relevance 相关性interaction 相互作用detail design 详细设计，详图设计，零件设计，施工设计sales department 销售部sales contract 销售合同checklist 校验表，一览表，检查一览表calibration 校准submission of action plans 行动计划的递交documented procedures 形成文件的程序documented statement 形成文件的声明performance requirements 性能要求licensee responsibilities 许可证持有者责任acceptance criteria 验收准则verification arrangement 验证安排verification results 验证结果customer focus 以客户为关注点，以客户为焦点awareness 意识introduction 引言，概述，介绍normative references 引用标准application 应用visit to user 用户访问review of requirements related to the product 有关产品的要求评审competent 有能力的effectiveness 有效性determination of requirements related to the pr oduct 与产品有关的要求的确定customer-related processes 与顾客有关的过程preventive action 预防措施management procedure for preventive actions 预防措施管理程序planned results 预期的结果intended use 预期的用途procedure for competence, knowledge and trainin g of personnel 员工能力, 知识和培训程序personnel training procedure 员工培训程序supporting services 支持性服务functions 职能部门responsibility 职责assignment of responsibility 职责分工workmanship 制造工艺manufacturing acceptance criteria 制造验收准则quality policy 质量方针quality programs 质量纲领quality management system 质量管理体系quality management system planning 质量管理体系策划performance of the quality management system 质量管理体系业绩quality plan 质量计划quality records 质量记录quality objectives 质量目标quality audit 质量审核quality manual 质量手册quality problem handling form 质量问题处理单quality requirements 质量要求allocation table of quality responsibilities 质量职能分配表availability of resources 资源的可获得性resource management 资源管理allocation of resources 资源配置provision of resources 资源提供general requirements 总要求，一般要求constituent part 组成部件organization 组织continual improvement of the organization 组织的持续改进size of organization 组织的规模Organizational Diagram 组织机构图final acceptance 最终验收work instructions 作业指导书。
外文文献-英文文献-顾客满意策略与顾客满意
Marketing Customer SatisfactionSince the late eighty s of the 20th century, the customer satisfaction strategy has increasingly become the enterprise has more customers share, overall management means of gaining competitive advantage.Strategy, customer satisfaction is the modern enterprise to obtain customers "currency vote" Change over time, the great abundance of social material wealth, customers also has the subject -- the demands of consumers in the across the material lack of times, the pursuit of the number of times, the pursuit of quality of the era, in the late eighty s of the 20th century into the era of the emotional consumption. In our country, with the rapid development of economy, we also have rapidly across the material lack of times, the pursuit of the number of times and the pursuit of quality of the era, to this day, step by step towards the emotional consumption age. In the emotional consumption era, companies with similar products has been achieved at the same time, homogeneity, can, same price, consumers pursue is no longer the quality, function and price, but comfortable, convenient, safe and secure, speed, newly established, environmental protection, clean, pleasant, interesting, consumers increasingly focus on the product can bring vitality to their lives, enrichment, comfortable, aesthetic and spiritual culture grade, and exceed consumer expectations of pre-sale, sale, after-sales service and consulting. That is to say, people's pursuit of today is to have the sense of fulfillment and satisfaction to the heart of goods, is a high value-added goods and services, the pursuit of values and consciousness, personalized and diversified intangible satisfaction era has come.And adapt to changing consumer value pursuit of the competition between enterprises, also by the product competition, price competition, technological competition, advertisement competition, brand competition development to today's image, reputation, cultural competition and service competition, competition of customer satisfaction. This competition is the enterprise in the field of wide Angle, width of space and time within the scope of the high-level, embodies the comprehensive strength of competition. It includes organization innovation, technology innovation, management innovation, the industrial foresight, product research and development force, centripetal force, service customers, customer affinity, peer RenTongLi, social contribution, pr communication communication forces driving force, enterprise culture, environmental adaptability, and so on. How these integrated image force and the synthetic integrated lasting competitiveness, which is CS strategy to solve the problem. CS era, enterprise is no longer centered on "self", but in the "customer as the center"; "Customers for honour", the slogan of "customer satisfaction" is no longer a mere formality, but the real action based enterprise management of a new philosophy. Companies are no longer with standard quality, your satisfaction is the management idea, but in customer satisfaction, business philosophy to win the customer high loyalty. The focus of enterprise management strategy is no longer to gain or maintain market share, but to gain customer satisfaction as the business philosophy. Therefore, the focus of the marketing strategy is no longer the competitors, but on the customers, and on the demand of the reality and potential customers. When companies provide products and services to customers in advance of expectations, customer basic satisfied; If far exceed customer expectations, and far higher than other peers, customers truly satisfied; If the enterprise can continuously or for long to customer satisfaction, customer loyalty. Loyal customers will not only constantly repeatpurchase, will also buy other related products or services; Loyal customers will not only actively recommend he bought product from others, and to the enterprise competitors promotion has the immune ability of a dissatisfied customer will not satisfied told 16-20 people, and each one will be transmitted to the defendant when 12 to 15 people. In this way, a dissatisfied person will affect the 2, three hundred. In the popularization of the Internet today, its influence is larger. According to the survey of the U.S. auto industry, one will be satisfied with the 8 potential deals, with at least one pen. And another survey shows that companies 5% increase the loyalty of customers, the profit will be increased by 25% to 25%. The 80% of the profits of an enterprise comes from 20% of loyal customers; And a new customer acquisition cost is 6 times to maintain an old customer costs. So, a famous American scholar tang page, Perth, points out that decided to hold the key to the success of an enterprise is not the market share, but in the customer share.Then, companies through extensive market research, direct contact with customers, customer feedback and other ways to get to know customers in all aspects of the real demand and potential demand. Rely on their loyalty to the enterprise satisfaction of sales and service personnel, regular, quantitative and comprehensive measurement of customer satisfaction, in order to accurately grasp the enterprise management and the "customer satisfaction" the gap between target and its key areas, to further improve the business activities of enterprises. Rely on high affinity of the enterprise culture, high efficiency of humanistic management and the joint efforts of the whole, to customers with high value-added products, a high standard of family-like services, to win customers constantly change and improve satisfaction, win more customers. Such as haier has always put customer needs as the first, standing in the customer's point of view of product development, design, and provide personalized, human nature and practical products, from episodic TV to new color TV "anti" change, from a small child prodigy washing machine hand rub type washing machine, from refrigerators to the little prince "wisdom eye" frequency conversion air conditioning, from 17 hours make mike freezers to after-sale one-stop service stars, notting have is not in order to meet customer needs and provide satisfaction to the value of goods and services. And as Microsoft's each kind of product is concentrated the best developers in the world, than customers want good products, at the same time sales of globalization of economies of scale formation, reduce the price to a minimum. And this is the secret to the success of Microsoft in the past 20 years.To sum up, the emotional consumption era, how to decide which products and the production and business operation service power is no longer belongs to the enterprise, but belong to the consumer, to measure efficiency of enterprises and the existing value of the decision to customers, enterprises should try to cater to the customer, value to satisfy customers, to get "monetary vote" from customers as much as possible. And CS strategy to get the votes in competition.Two main steps of marketing strategy, customer satisfaction.First, the cultural establishment in the enterprise to the customer as the center, customer interests first, take customer satisfaction as the goal of business philosophy.Customers in CS theory refers to the internal staff and external customers (including distributors, wholesalers, agents, final consumer and raw materials suppliers, partners, etc.), customer satisfaction, including staff and external customer satisfaction, customer loyalty. Mechanism of enterprise success lies in customer satisfaction and loyalty, employees is thekey to customer satisfaction and loyalty. Employee satisfaction and loyalty of enterprise is consumers' satisfaction and loyalty to the enterprise products and services, customer satisfaction and loyalty is the inevitable result of the employee behavior. No employee satisfaction and loyalty, it is impossible to create customer satisfaction of products and provide premium services, customers are not satisfied with naturally not loyalty, away from the enterprise. When the employee satisfaction and loyalty will be in contact with the customers with great enthusiasm into their intellectual capital, creative service for the customer, customer requirements and timely find trends, improve the added value of products and services in a timely manner, hold fast to the customer's heart, their satisfaction. Fedex, found that when the internal employee satisfaction rate increased to 85%, their customer satisfaction rate is as high as 95%, and corporate profits are very optimistic. Employee attitude determines everything here.Therefore, the enterprise must be customer satisfaction management concept penetration in the in the mind of employees, reflected in the management, loyal to the staff, in their research and development, manufacturing products, provide marketing services to customers. Such as hubei, "all employees get education is centered on the customer is the highest principle of enterprise management. Customers are benefactor, is a friend, is a teacher, is the customer gives us the opportunity to work, the value of work, work fun and work significance. We should sincerely thank to your heart's content as the customer, customer satisfaction is our work goal, create the most value for customers of products and services is our highest goal. Guided by these principles, would rather let oneself can't let to lose customers who has become a" hubei "employees' code of conduct. To make the customer feel the" hubei "consumption is a kind of enjoyment, is a kind of value enjoy. After customers pay a cost, a expectations for their own consumption, and consumers have finally come to consumption in the heart can have a evaluation standards, if the content value, he would come again later, such as value, he may come back later; otherwise, consumers will not come again. So, the purpose of" hubei "is to provide consumers with value of products and services. So under the guidance of business philosophy and customer satisfaction marketing," hubei "fire in the city it is not hard to understand.Second, let customers participate in product design and development.Companies to customers as the center, through the market segmentation, a wide range of research to understand the needs of the target public and value, standing on the customer's point of view of product development, design, providing personalized and humanized high value-added products and services, is correct, but must let customers participate in product design. Use of the Internet and the CAD technology to establish effective communication and information exchange with customers, timely grasp the various requirements of the customer information and customer value, encourage a variety of information sources to timely update the customer information database. After analysis, the summary, understand the nature of customer demand, and the nature of the customer demand information become the enterprise each department of Shared resources. To design products, to provide customer satisfaction services. Now, many companies have adopted a named: "product configurator" system to help users to participate in product design. Namely in the computer to store all the latest information, product module and replace at any time, marketing personnel at the scene of the sales through the Internet, according to user needs or together with the user configuration ofthe need to meet the value of the product. Shanghai gm company production car to operators and users are very satisfied, because let users involved in the design of the product. And haier whether for sichuan farmers can wash sweet potato washing machine production, production of "the little prince" refrigerator for Shanghai users, or the anti color TV, haier's "wisdom eye" frequency conversion air conditioning, star one-stop after-sales service and so on, are all based on the needs of users, absorb the advice of customers participate in product design, the design and development of customer satisfaction of rich humanistic value of goods and services, have won more customers heart naturally.Third, to provide services in the whole process of the customer satisfaction and personality service.Full service for the customer's shopping and consumption of each link to meticulous and thorough service, heart services. Is the whole process of the consumers from the moment they produce consumption desire of commodity use value out of the entire process, tender care for consumers, make consumers is closely combined with its own brand, let consumers enjoy culture, service, concept, feel the benefit, willing to consume your products or services, make consumers feel fully satisfied in every level, and to win customer loyalty. Sales stage --, must ensure that customers receive timely and quality services, pre-sale consultation training participation, transfer information, create shopping needs, make rational choice to customers, help customers to buy their practical gratified commodity; Sale support to provide convenient, maximize product function, make the customer feel the affection and value; After sales services to value-added feedback back, make customers feel warmth and love. Haier air conditioning, is like an old lady bought on my way home by the "dirty" driver ran, haier after learning, free immediately send a new air conditioning, haier to the old lady and decided after delivery in place. Inner Mongolia a user due to fire in the home, just bought the haier refrigerator burn out, haier jump from computer service network to the user after the detailed address, the chosen car fixed with four days to get to the refrigerator. This premium services must win customers satisfaction exceed expectations.In today's emotional consumption era, people pursue the sense of fulfillment and satisfaction to the heart of goods, high added value is highly personalized value goods, the pursuit of values and consciousness of diversification, personalization, and intangible satisfaction. Therefore, the enterprise will no longer attention on all the differences of general demand, should be aimed at the pursuit of the individuality of each different consumers, to design and develop enterprise products and services, to adapt to the current consumption trend of individuation and diversification. In the face of increasingly complex consumption tendency, the enterprise to manage customer demand for personalized marketing, and customer information feedback system is the key to establish customer database, customer relationship management (CRM), collection to understand consumers' requirements and preferences of the constantly changing, and new expectations of the enterprise, in order to better provide customers with personalized service.Fourth, cultivate customer loyalty.In the restaurant industry, the satisfied customer brand transformation in the proportion of 60% to 80%. It shows that satisfied customers do not necessarily can become loyal customers. 80% and 80% of the profits from an enterprise's loyalty customers, marketing customer set Aracature corp. chief executive Larry Light in Advertising Age magazine, saidearnings from loyal customers are nine times as many loyal customers. Sustained growth, wal-mart was able to become a top 500, fundamental reason is that it attracts customer loyalty management ability.Is customer loyalty from customers feel, passing through two-way communication and mutual relationship, the value of is relentlessly to provide special products or services through the enterprise. Make customer loyalty and enterprise top management must have the determination to persistently, and financial support, to define enterprise loyal customer, understand customer's demand is, what was the cause of their departure, who bought a product, why? Know the motivational factors and create customer loyalty. Cultivate loyal customers marketing method has two kinds:One is to properly handle the customer complaints. As long as properly handle customer complaints, 82% of customers will buy goods again. To properly handle the customer complaints, require companies to establish a good set of humanized management "complain" system. First, sets up "the customer complaints, is the best gift to the enterprise, it is good to improve the enterprise management" concept, Second, the enterprise must establish effective complaints handling policy and system, and training staff, correctly handling customer complaints, standing in customer's point of view to deal with customer complaints; Third, handling customer department to rotate, so that each business unit can timely understanding of customer satisfaction, and gain the experience of handling customer complaints; Fourth, the establishment of all customer complaints database, in order to timely treatment and prevent the occurrence of public relations crisis.The second is to build a loyal customer database. Only through the database to track survey analysis, can know exactly what companies have customers share will increase how much, how long does it take to reach a share. The core of loyal customer database is a relational database, it consists of a series of marketing programs from different side of children library. Loyal customer database, can provide information needed for the premium services for employees; To collect all the details related to the customer to create conditions; Strengthen with the customer's quick link; For the development of new products and new services to create conditions; Interactive two-way communication with customers for long time, in order to provide the potential demand, and seems to have thought of the thought of meet the expected value of a product or service.。
有关质量的专业术语中英文解释
有关质量的专业术语中英文解释质量qua1ity：一组固有特性满足要求的程度；注：1术语“质量”可使用形容词，如：差、好、或优秀来修饰。
2.“固有的”（其反义是“赋予的”）是指本来就有的，尤其指永久的特性。
要求requirement：明示的、通常隐含的或必须履行的需求或期望；注：1“通常隐含的”是指组织、顾客和其他相关方的惯例或一般的做法，所考虑的需求或期望是不言而喻的。
2.特定要求可使用限定词表示，如：产品要求、质量管理体系要求、顾客要求。
3.规定要求是经明示的要求，如:在文件中阐明。
4.要求可由不同的相关方提出。
等级grade：对功能用途相同的产品、过程或体系所作的不同质量要求的分类或分级。
注：在确定质量要求时，等级通常是规定的。
顾客满意customersatisfaction：顾客对其要求已被满足程度的感受。
注：1顾客抱怨是一种满意程度低的最常见的表达方式，但没有抱怨并不一定表明顾客很满意。
2.即使规定的顾客要求符合顾客的愿望并得到满足，也不一定确保顾客很满,用'O能力ComPetence：经证实的应用知识和技能的本领。
注:1.在本标准中，所定义的能力的概念是通用的。
在ISo其他的文件中，本词汇的使用可能更加具体。
2.在GB/T19000族标准中，术语能力(capabi1ity)特指组织、体系或过程的“能力”。
有关管理的术语体系(系统)system:相互关联或相互作用的一组要素。
管理体系managementsystem：建立方针和目标并实现这些目标的体系。
注：一个组织的管理体系可包括若干个不同的管理体系，如质量管理体系、财务管理体系或环境管理体系。
质量管理体系qua1itymanagementsystem：在质量方面指挥和控制组织的管理体系。
质量方针qua1itypo1icy：由组织的最高管理者，正式发布的关于质量方面的全部意图和方向。
注：1.通常质量方针与组织的总方针相一致并为制定质量目标提供框架。
外文文献翻译——顾客满意度(附原文)
外文文献翻译（附原文）译文一：韩国网上购物者满意度的决定因素摘要这篇文章的目的是确定可能导致韩国各地网上商场顾客满意的因素。
假设客户的积极认知互联网购物的有用性，安全，技术能力，客户支持和商场接口积极影响客户满意度。
这也是推测，满意的顾客成为忠实的客户。
调查结果证实，客户满意度对顾客的忠诚度有显著影响，这表明，当顾客满意服务时会显示出很高的忠诚度。
我们还发现，“网上客户有关安全风险的感知交易中，客户支持，网上购物和商场接口与客户满意度呈正相关。
概念模型网上购物者可以很容易的将一个商场内的商品通过价格或质量进行排序，并且可以在不同的商场之间比较相同的产品。
网上购物也可以节省时间和降低信息搜索成本。
因此，客户可能有一种感知，他们可以用更少的时间和精力得到更好的网上交易。
这个创新的系统特性已被定义为知觉有用性。
若干实证研究发现，客户感知的实用性在采用影响满意度的创新技术后得以实现。
因此，假设网上购物的知觉有用性与满意度成正相关（H1）。
网上客户首要关注的是涉及关于网上信用卡使用的明显的不安全感。
虽然认证系统有明显进步，但是顾客担心在网上传输信用卡号码这些敏感的信息是不会被轻易的解决的。
网上的隐私保护环境是另一个值得关注的问题。
研究表明，网上客户担心通过这些网上业务会造成身份盗窃或冒用他们的私人信息。
因此，据推测，网上购物的安全性对顾客满意度有积极地影响（H2）。
以往的研究表明，系统方面的技术，如网络速度，错误恢复能力和系统稳定性都是导致客户满意度的重要因素。
例如，Kim和Lim（2001）发现，网络速度与网上购物者的满意度有关。
Dellaert和卡恩（1999年）也报告说，当网络提供商没有进行很好的管理时网上冲浪速度慢会给评价网站内容带来负面影响。
丹尼尔和Aladwani的文件表明，系统错误的迅速准确的恢复能力以及网络速度是影响网上银行用户满意度的重要因素（H3）。
由于网上交易的非个人化性质客户查询产品和其他服务的迅速反应对客户满意度来说很重要。
质量英语词典
质量英语词典之Wquality certificate 品质证明书quality 质量，品质qualitative 质量的qualitatively 在质量上grade 等级standard 标准specification 规格trade mark 商标brand 牌名quality control 质量管理cermet of analysis 化验证书certificate of analysis 化验证书cermet of competency 合格证书cermet of conformity 合格证书cermet of identification 身份证cermet of inspection 检验证certificate of competency 合格证书Certificate of Identification 《身份证》certificate of origin 产地证明书certificate of origin 产地证明书产地证明书certificate of origin 商品产地证明书certificate of proof 试验证明书certificate of quality 质量证书质量证书certificate of quality测试报告test report产品性能报告product performance report订购单purchase order制造说明manufacturing instructions领料单stores requisition产品售价单invoicing data sheet包装说明packing instruction装箱单packing list合同contract入库单warehouse warrant原产地证书certificate of origin优惠原产地证书preference certificate of origin普惠制原产地证书certificate of origin form GSP 进口货物报关单goods declaration for implortationW test, W检验Weibull distribution, 威布尔分布Weight, 权数Weighted Chi-square test, 加权卡方检验/Cochran检验Weighted linear regression method, 加权直线回归Weighted mean, 加权平均数Weighted mean square, 加权平均方差Weighted sum of square, 加权平方和Weighting coefficient, 权重系数Weighting method, 加权法W-estimation, W估计量W-estimation of location, 位置W估计量Width, 宽度Wilcoxon paired test, 威斯康星配对法/配对符号秩和检验Wild point, 野点/狂点Wild value, 野值/狂值Winsorized mean, 缩尾均值Withdraw, 失访质量英语词典之CControl chart管制图capability 能力CS：Customer Satisfaction 顾客满意度CS: customer service 客（户）服（务）（中心）CSI：Customer Satisfaction Index 顾客满意度指数CPI: continuous process improvement 连续工序改善continual improvement 持续改进customer satisfaction 顾客满意characteristic特性conformity 合格nonconformity 不合格corrective action 纠正措施concession 让步competence能力Cause-and-effect relationship 因果关系Cause and Effect Matrix 因果图.鱼骨图Cell 单元Central value 中心值Chance 机遇Chance error 随机误差Chance variable 随机变量CL: Center Line 中心线Check Sheets 检查表Class interval 组距Code 代码Column 列Correctness 正确性Correspondence 对应Counting 计数Critical value 临界值Cycle 周期Complaint 投诉Correction 纠正Correlation Methods 相关分析法Cross Tabulation Tables 交叉表质量英语词典之AAQL: acceptable quality level 可接收质量水平audit programme 审核方案audit criteria 审核准则audit evidence 审核证据audit finding 审核发现audit conclusion 审核结论audit client 审核委托方auditor 审核员audit team 审核小组APQP：Advanced Product Quality Planning 产品质量计划（APQP）ABC ：Activity-Based Costing作业制成本制度Action 行动Activity 活动Accumulation 累积Accuracy 准确度Adjusted value 校正值Admissible error 容许误差Analysis of correlation 相关分析Analysis of regression 回归分析Analysis of variance 方差分析ANOVA （analysis of variance）方差分析Approved 承认Attribute 计数值Arithmetic mean 算术平均数Asymmetric distribution 非对称分布Attribution 属性Autocorrelation 自相关Average 平均数Affinity diagram 亲和图质量英语词典之DDCC: document control center 文控中心DOE: design of experiment 实验设计DPM ：Defects per million 每百万单位的缺点数Defects per unit 单位缺点数DVT ：Design Verification Testing 设计验证defect 缺陷Data 数据Data acquisition 资料收集Data bank 数据库Data capacity 数据容量Data handling 数据处理Data processing 数据处理Data-in 数据输入Data-out 数据输出Decision 决策、判定Description 描述Device 装置Do 执行Degree of reliability 可靠性程度Depth 深度Design 设计质量英语词典之YYouden's index, 尤登指数质量英语词典之BBTF：Build To Forecast 计划生产BTO ：Build To Order 订单生产Balance sheet 资产负债对照表Brainstorming Techniques 脑力风暴法Binomial 二项分配Benchmarking 水平对比法acceptance 合格accumulate 积累accuracy 精度acetic acid 醋酸acetophenone 乙酰笨acidity 酸度acoustic noise 噪声acrylic 丙烯酸的activated carbon 活性炭activator 活性剂additive 添加剂adhering 粘着adhesion 粘着adhesion coefficient 粘着系数adhesion test 粘着试验adhesive 胶(水)adhesive coefficient 粘着系数adhesive face 粘着面adhesive fitting 粘着(配合)装配aerobic 有氧的aerosolling 烟雾剂age hardening 经时硬化aging 老化air blow 吹气air flow 空气流air gun 空气枪(air) inlet (空气)进口air leak 空气泄漏air outlet 出气口alcohol 酒精alcohol (solvent) 酒精(溶剂) algorithm 算法alignment 校中alignment mark 校中标记alkali 碱alkaline 碱性的allocation 分配allowable loss 许容损失allowable voltage 许用电压alloy 合金alternate 代替品alternative characteristic 代用特性alumina 氧化铝aluminum alloy 铝合金ambient temperature 环境温度ammeter 电流表amount 数量amphoteric metal 两性金属anaerobic 厌氧性的anaerobic adhesive 厌氧性胶水analysis of variance 偏差分析anechoic room 无音室angular 有角的angularity 角状anion 阴离子anisotropy 各向异性anneal 退火annealing 退火anti corrosion test 防腐蚀试验anti-blocking agent 防阻塞剂anti-rust oil 防锈油anti-rust treatment 防锈处理antielectrostatic agent 防静电剂appearance 外观applied voltage 施加电压apply 施加apply an electric current 加电流approval 审批approved drawing 已审批图纸aqueous cleaning 水清洗aqueous solution 水溶剂araldite 环氧树脂粘合剂arc 弧area 面积area resistance 面积抵抗arrow mark 箭头标志as it is 实际上，其实as they are 实际上，其实at a rough estimate 大概估计at random 随机at the beginning of shift 轮班初期atmospheric corrosion resistance 大气腐蚀抵抗atmospheric pressure 大气压atmospheric pressure(head) 大气压(头) attractive 吸引的audible noise inspection 可听噪音检查auditee 勘查员available period 适用期间axial 轴向的axis 轴brand 商标burr 毛刺bursting strength test 破裂强度试验calibration 校准calibre 口径calipers 测径器cantilever 悬臂capillary phenomenon 毛细现像carbon 碳carbon black 黑烟末carbon dioxide 二氧化碳carbon tetrachloride 四氯化碳carburetor 汽化器cardboard 纸板carriage 托架casting 铸造casting surface 铸造面catalytic agent 催化剂catalyzer 催化剂cause 原因cause and effect diagram 原因和影响图caustic 苛性的caustic soda 苛性钠cavity 空穴center value 中心值centering 定中心centrifugal force 离心力centrifugal separater 离心分离器centrifugation 离心分离ceramic 陶瓷制品chamfer 倒角chromate 铬酸盐chromate conversion coating 表面镀铬chromate finish 镀铬处理chromatography 套色板chrome 铬chromic acid 铬酸chromic anhydride 无水铬酸chromophore 载色体，发色团chuck 卡盘夹住churn 搅拌circular runout 圆跳动circumference 圆周circumferencial 圆周的circumferencial clearance 圆周方向上的间隙clamp 夹住clamping 夹住clamping tool 夹紧用工具clamping torque 夹紧力矩clay 粘土clean bag 包装袋cleaned core 洗净的铁心cleanliness 清净clear 清除clearance 间隙clearance hole 间clockwise 顺时针方向的clog 阻碍coating 涂层coating thickness 涂层厚度coaxiality 同轴度cobalt 钴类颜料cobalt blue 钴蓝色coefficient 系数coefficient of variation 变动系数coercive force 抗磁力coercivity 抗磁性cogging torque 齿形力矩cohesive failure 粘着破坏coil end 线圈末端cold forging 冷锻collet 筒夹colo(u)ring matter 色素color pigment 颜料coloring 上色column 纵向的column crush test 纵向压缩强度试验combined resistance 合成抵抗common lead wire 共通线commutator 转换器comparison 比较compatibility 协调性component 部品composition 成份compressive press 压缩compressive test 压缩载荷强度试验concavity 凹度concentration 浓度concentrator 集中器concentric fixture 同心夹具concentricity 同心度concession 让步concretely 具体地condense 浓缩condition 条件conductive 传导的conductivity 传导性confidence level 信赖程度confidence limit 信赖界限configuration 配置confirm 确认confirmation of effciency效率确认conformity 一致conical beaker 圆锥烧杯connector 连接器consideration 考虑，报酬consistency 一致性constant 常数constant voltage 定电压contact angle 接触角contact resistance 接触抵抗contact type 接触形式container 容器contamination 污染content 内容contract review 合同审核contractor 承包人control book 管理帐簿control chart 管理图control current 控制电流control point 控制项目control standard 管理规定control voltage 控制电压convection 对流conversion 转换conversion rate 转换率converter 转换coolant 冷却液coordinate measuring machine 三元测定器copolymer 共聚物copper corrosion test 铜腐蚀试验core loss 铁损core wire 铁心线correction 更正correction factor 修正系数correction method 修正方法corrective action 修正处施correlation 相关correlation coefficient 相关系数corresponding standards 相关规格corrosion 腐蚀corrosion resistance 耐腐蚀corrosion resistance test 耐腐蚀试验corrosive 腐蚀的corrugated fibreboard 波纹纤维板cosmetic 化装用的cover 盖子crack 裂纹creep 爬行criteria 判定基准critical defect 关键缺陷cross over 横渡cross recessed head screw 凹十字螺丝钉cross section drawing 剖面图crystal oscillator 石英振荡器cumulative frequency 累积频率cumulative percent 累积比率cure 硬化cured at room temperature 常温硬化cured at room temperature adhesive 常温硬化胶水current 电流curvature 曲率curve 曲线curve of sines 正弦曲线customer 顾客customer's risk 消费者的风险customs clearance 通关customs clearance fee 通关费cut-in 实施cut-in-date 实施日cutting oil 切削油cutting plyers 扁嘴钳cutting tool 切削工具cylinder 圆柱体cylindricity 圆柱度defect 缺陷defective 不良的，不良品deflection 变形deform 变形degradation 劣化deviation 偏差deviation for acceptance 容忍偏差deviation permit 允许偏差diameter 直径drying 烘干glove 手套grade 等级hammering test 冲击试验handling 处理hardener 硬化剂hardening 硬化hardness 硬度major defect 主要缺陷man-hour 工数management review 管理审查mandrel 心轴manometer 压力计marginal samples 界限样品mass-production 量产material certificate 材料证明material review board 材料管理委员会material standards 材料规格maximum 最大maximum energy product 最大能量乘积mean time between failures 平均故障间隔mean value 平均值measurement error 测量误差measuring apparatus 测量设备measuring cylinder 量筒measuring device 测量设备measuring pipet 吸管measuring range 测量范围micrometer 千分尺microscope 显微镜microstructure 显微结构migrate 移动，移植migration 移动milling 铣加工mineral oil 矿物油minimum 最小minimum scale value 最小刻度值nameplate 铭牌packing material 包装材料painting 涂刷pan head 平头pan head screws 平头螺丝钉parallelism 平行度pareto diagram 排列图partially 部份地particle 粒子pass/fail 合格/不合格passivate 钝化penetrant 渗透的penetrant time 渗透时间penetration 穿过，渗透percent 百分比percent defective 不良率(%)period of validity 有效期process 过程，步骤process capability index 工程能力指数produce 制造producer's risk 制造者的风险product 产品product liability 制造的责任production 生产production drawing 生产图纸production permit 生产许可productivity 生产力quality 品质quality assurance 品质保证quality audit 品质检查quality audit observation 品质检查观察资料quality auditor 品质监查者quality control 品质管理quality evaluation 品质评价quality improvement 品质改善quality loop 品质圈quality losses 品质下降quality management 品质管理quality manual 品质手册quality plan 品质计划quality policy 品质方针quality surveillance 品质监督quality system 品质系统quality-related costs 品质相关的花费quantitative analysis 定量分析quantity of air flow 气流量quenching 淬火quenching method 淬火方法reject ratio 不合格率rejection 不合格specification 规格，说明书splash 飞溅spot 斑点spray 喷射stain 锈stainless steel 不锈钢staking 投资standard 标准，基准standard deviation 标准偏差standard deviation unknown 标准偏差未知standard tolerance 一般公差standardization 标准化tolerance 公差vernier 游标尺vernier caliper 游标卡尺总经理办公室General manager’s office 模具部Tooling department项目部Project department品质部Quality department计划部 Plan department制造部Manufacture departmentKeypad产品部Keypad departmentIMD 产品部 IMD department五金部 Metal stamping department设计科 Design section冲压车间 Stamping workshop电镀车间 Plating workshop物控科 Production material control section 计划科 Plan section仓务科 Warehouse section商务科 Business section品质规划科 quality plan section检测中心 measurement center项目规划科 Project plan section项目XX科 Project section XX试模科 Mold test section成本科 Cost section设备科 Facility section采购科 Purchase section综合办 General affairs office编程科 Programming section模具工程科 Tooling engineering section模具装配车间Mold assembly workshop文控中心 Document control center (DCC)注塑车间Injection workshop喷涂车间 Spray painting workshop装配车间Assembly workshop总经理General manager (GM)经理managerXX部门经理Manager of XX department原料库 Raw material warehouse半成品库 Semi-finished product warehouse 成品库 Finished product warehouse科长 section chief主任 chief部门主管 department head主管, 线长supervisor组长Foreman, forelady秘书secretary文员clerk操作员operator助理assistant职员staff各种工具的英语翻译toolbox 工具箱bench 工作台vice, clamp 虎钳 (美作:vise)saw 锯bow saw 弓锯circular saw 圆锯 (美作:buzzsaw) compass saw, scroll saw 钢丝锯fretsaw 细锯handsaw 手锯chisel 口凿cold chisel, burin 冰凿gouge, firmer gouge 半圆凿plane 刨子moulding plane 型刨jack plane 粗刨rabbet plane 槽刨drawknife 刮刀scraper 三角刮刀rasp 粗锉miter 斜槽规scriber 近线尺brace 手拉曲柄锉hand drill 手钻drill, bit 钻,有柄钻gimlet, auger 钻,无柄钻countersink 锥口钻gauge, marking gauge 量规mallet 木槌nail 钉brad 平头钉tack, stud 圆头钉screw 螺丝钉screw tap 螺丝攻nail puller 拔钉器tape measure 卷尺folding ruler 折尺sandpaper, emery paper 砂纸toolbox 工具箱bench 工作台vice, clamp 虎钳 (美作:vise)saw 锯bow saw 弓锯circular saw 圆锯 (美作:buzzsaw) compass saw, scroll saw 钢丝锯fretsaw 细锯handsaw 手锯chisel 口凿cold chisel, burin 冰凿gouge, firmer gouge 半圆凿plane 刨子moulding plane 型刨jack plane 粗刨rabbet plane 槽刨drawknife 刮刀scraper 三角刮刀rasp 粗锉miter 斜槽规scriber 近线尺brace 手拉曲柄锉hand drill 手钻drill, bit 钻,有柄钻gimlet, auger 钻,无柄钻countersink 锥口钻gauge, marking gauge 量规hammer 锤mallet 木槌nail 钉brad 平头钉tack, stud 圆头钉screw 螺丝钉screw tap 螺丝攻nail puller 拔钉器tape measure 卷尺folding ruler 折尺sandpaper, emery paper 砂纸stepladder 高凳,折梯trestle 支架trowel 灰泥镘子float 抹子spatula 抹刀,刮铲brush 刷子paintbrush, brush 画刷roller 滚子scissors 剪子spade 锄fork 叉子shovel 铁锹,铲rake 耙roller 滚压器,碌碡dibble 掘穴机wheelbarrow 小车,独轮车watering can 喷壶garden hose, hosepipe 橡胶软管lawnmower 剪草机shears, garden shears 园艺剪刀pruning shears 修枝剪pruning knife 修枝刀sickle 镰刀scythe 钐刀,钐镰trowel 镘weeding hoe 除草耙seed drill 条播机glass cutter 玻璃刀plumb line 铅垂线pickaxe 鹤嘴锄 (美作:pickax)the axe 斧子 (美作:the ax)sledgehammer 长柄大锤bushhammer 石工锤rammer 撞针anvil, beakiron, bickiron, two-beaked anvil 砧,砧子bellows 弹簧awl 锤子beam compass, trammel 长圆规lever 杠杆tyre lever 轮胎撬杠crank 柄soldering iron 焊铁,烙铁blowlamp 吹嘴,吹炬 (美作:blowtorch)die 冲模diestock 螺丝攻machine tools 工作母机lathe 车床turret lathe 六角车床milling cutter 铣刀milling machine 铣床electric drill, power drill 电钻grinder, crusher 粉碎机riveter 打铆机rolling mill 轧板机press 压床,冲床drop hammer pile hammer, drop hammer 蒸汽汽锤air hammer, pneumatic hammer 气锤pile hammer 打桩机ruler 尺square 尺set square, triangle 三角板penknife 铅笔刀file 锉hammer 锤screwdriver 螺丝刀,改锥spirit level 水平仪金属材料中英对照词汇物料科学 Material Science物料科学定义Material Science Definition加工性能 Machinability强度 Strength抗腐蚀及耐用 Corrosion & resistance durability金属特性 Special metallic features抗敏感及环境保护 Allergic, re-cycling & environmental protection化学元素 Chemical element元素的原子序数 Atom of Elements原子及固体物质 Atom and solid material原子的组成、大小、体积和单位图表 The size, mass, charge of an atom, and is particles (Pronton,Nentron and Electron)原子的组织图 Atom Constitutes周期表 Periodic Table原子键结 Atom Bonding金属与合金 Metal and Alloy铁及非铁金属 Ferrous & Non Ferrous Metal金属的特性 Features of Metal晶体结构 Crystal Pattern晶体结构，定向格子及单位晶格 Crystal structure, Space lattice & Unit cellX线结晶分析法 X – ray crystal analyics method金属结晶格子 Metal space lattice格子常数 Lattice constant米勒指数 Mill's Index金相及相律 Metal Phase and Phase Rule固熔体 Solid solution置换型固熔体 Substitutional type solid solution插入型固熔体 Interstital solid solution金属间化物 Intermetallic compound金属变态 Transformation变态点 Transformation Point磁性变态 Magnetic Transformation同素变态 Allotropic Transformation合金平衡状态 Thermal Equilibrium相律 Phase Rule自由度 Degree of freedom临界温度 Critical temperture共晶 Eutectic包晶温度 Peritectic Temperature包晶反应 Peritectic Reaction包晶合金 Peritectic Alloy亚共晶体 Hypoeutetic Alloy过共晶体 Hyper-ectectic Alloy金属的相融、相融温度、晶体反应及合金在共晶合金、固熔孻共晶合金及偏晶反应的比较Equilibrium Comparision金属塑性 Plastic Deformation滑动面 Slip Plan畸变 Distortion硬化 Work Hardening退火 Annealing回复柔软 Crystal Recovery再结晶 Recrystallization金属材料的性能及试验 Properties & testing of metal化学性能 Chemical Properties物理性能 Physical Properties颜色 Colour磁性 Magnetisum比电阻 Specific resistivity & specific resistance比重 Specific gravity & specific density比热 Specific Heat热膨胀系数 Coefficient of thermal expansion导热度 Heat conductivity机械性能 Mechanical properties屈服强度(降伏强度) (Yield strangth)弹性限度、阳氏弹性系数及屈服点 elastic limit, Yeung's module of elasticity to yieldpoint伸长度 Elongation断面缩率 Reduction of area金属材料的试验方法 The Method of Metal inspection不破坏检验 Non – destructive inspections渗透探伤法 Penetrate inspection磁粉探伤法 Magnetic particle inspection放射线探伤法 Radiographic inspection超声波探伤法 Ultrasonic inspection显微观察法 Microscopic inspection破坏的检验 Destructive Inspection冲击测试 Impact Test疲劳测试 Fatigue Test潜变测试 Creep Test潜变强度 Creeps Strength第壹潜变期 Primary Creep第二潜变期 Secondary Creep第三潜变期 Tertiary Creep主要金属元素之物理性质 Physical properties of major Metal Elements工业标准及规格–铁及非铁金属 Industrial Standard –Ferrous & Non –ferrous Metal 磁力 Magnetic简介 General软磁 Soft Magnetic硬磁 Hard Magnetic磁场 Magnetic Field磁性感应 Magnetic Induction透磁度 Magnetic Permeability磁化率 Magnetic Susceptibility (Xm)磁力(Magnetic Force)及磁场(Magnetic Field)是因物料里的电子(Electron)活动而产生抗磁体、顺磁体、铁磁体、反铁磁体及亚铁磁体Diamagnetism, Paramagnetic, Ferromagnetism,Antiferromagnetism & Ferrimagnetism抗磁体 Diamagnetism磁偶极子 Dipole负磁力效应 Negative effect顺磁体 Paramagnetic正磁化率 Positive magnetic susceptibility铁磁体 Ferromagnetism转变元素 Transition element交换能量 Positive energy exchange外价电子 Outer valence electrons化学结合 Chemical bond自发上磁 Spontaneous magnetization磁畴 Magnetic domain相反旋转 Opposite span比较抗磁体、顺磁体及铁磁体Comparison of Diamagnetism, Paramagnetic & Ferromagnetism反铁磁体 Antiferromagnetism亚铁磁体 Ferrimagnetism磁矩 magnetic moment净磁矩 Net magnetic moment钢铁的主要成份 The major element of steel钢铁用"碳"之含量来分类 Classification of Steel according to Carbon contents铁相 Steel Phases钢铁的名称 Name of steel纯铁体 Ferrite渗碳体 Cementitle奥氏体 Austenite珠光体及共释钢 Pearlite &Eutectoid奥氏体碳钢 Austenite Carbon Steel单相金属 Single Phase Metal共释变态 Eutectoid Transformation珠光体 Pearlite亚铁释体 Hyppo-Eutectoid初释纯铁体 Pro-entectoid ferrite过共释钢 Hype-eutectoid珠光体 Pearlite粗珠光体 Coarse pearlite中珠光体 Medium pearlite幼珠光体 Fine pearlite磁性变态点 Magnetic Transformation钢铁的制造 Manufacturing of Steel连续铸造法 Continuous casting process电炉 Electric furnace均热炉 Soaking pit全静钢 Killed steel半静钢 Semi-killed steel沸腾钢(未净钢) Rimmed steel钢铁生产流程 Steel Production Flow Chart钢材的熔铸、锻造、挤压及延轧 The Casting, Fogging, Extrusion, Rolling & Steel 熔铸 Casting锻造 Fogging挤压 Extrusion延轧 Rolling冲剪 Drawing & stamping特殊钢 Special Steel简介 General特殊钢以原素分类 Classification of Special Steel according to Element特殊钢以用途来分类 Classification of Special Steel according to End Usage易车(快削)不锈钢 Free Cutting Stainless Steel含铅易车钢 Leaded Free Cutting Steel含硫易车钢 Sulphuric Free Cutting Steel硬化性能 Hardenability钢的脆性 Brittleness of Steel低温脆性 Cold brittleness回火脆性 Temper brittleness日工标准下的特殊钢材 Specail Steel according to JIS Standard铬钢–日工标准 JIS G4104 Chrome steel to JIS G4104铬钼钢钢材–日工标准 G4105 62 Chrome Molybdenum steel to JIS G4105镍铬–日工标准 G4102 63 Chrome Nickel steel to JIS G4102镍铬钼钢–日工标准 G4103 64 Nickel, Chrome & Molybdenum Steel to JIS G4103Rimmed Steel Sheet 沸腾钢板Rimming Steel 沸腾钢Rising Steel 沸腾钢Rivet Steel 铆钉钢Riveted Steel 铆结钢Riveted Steel Pipe 铆接钢管Rock Drill Steel 凿岩钎钢Rock-Drill Steel 钎子钢Rolled Sheet Steel 辊压钢板Rolled Steel 轧制的钢材; 轧制钢; 钢材Rolled Steel Beam 辊压钢梁Rolled Steel Channel 轧制的槽钢Rolled Steel For General Structure 一般结构用轧制钢材Rolled Steel For Welded Structure 焊接结构用轧制钢材Rolled Steel Products 钢材Rolled Steel Wire 盘条Roller Bearing Steel 滚柱轴承钢Roller Blind Of Steel 钢制滑轮百叶窗Rotating Stainless Steel Cage (浸出用) 回转不锈钢笼Round Steel 圆钢Round Steel Bar 圆钢筋Round Steel Fork 圆钢叉子Round Steel Wire 圆钢丝Round-Edged Steel Flat 圆边扁钢Reacting Steel 再结晶钢Razor Steel 剃刀钢; 刀片钢Rubber Lined Steel Sheel 衬橡胶钢制壳体Run Of Steel 钻杆长度Rust-Proof Steel 不锈钢Rust-Resisting Steel 不锈钢Rustless Steel 不锈钢Sandwich Steel 夹心钢Saturated Steel 共析钢Schedule Of Structural Steel 钢材一览表Scorched Steel 粗晶钢; 柱状晶钢Scrap Steel 废钢Screw-Thread Steel 螺纹钢筋Screwed Steel Conduit 螺头钢导管; 带螺纹的钢导线管Seamless Steel Pipe 无缝钢管Seamless Steel Tube 无缝钢管; 无缝套筒Seamless Steel Tube For Drilling 钻探用无缝钢管Seamless Steel Tubing 无缝套筒Second Steel Sheet 精整薄钢板Section Steel Rolling Mill 分类轧钢机Sectionalized Steel Form 组合式金属模板Selenium Stainless Steel 硒不锈钢Selenium Steel 加硒钢Self Hardening Steel 气硬钢Self-Climbing Steel-Form 自升式钢模Self-Hardening Steel 自硬钢; 自淬硬钢; 气冷硬化钢; 空冷淬硬钢; 空气硬化钢Semi-Circular Sheet Steel Flume 半圆形钢板渡槽Semi-Deoxidized Steel 半脱氧钢Semi-Finished Steel 半制钢Semi-Hard Steel 半硬钢Semi-Stainless Steel 半不锈钢Semi-Steel 钢性铸铁; 高级铸铁Semi-Steel Casting 半钢性铸铁件Semikilled Steel 半镇静钢Semirimming Steel 半镇静钢Semisoft Steel 半软钢Shallow-Hardening Steel 低淬透性钢Sharpened Steel 锐钢钎Sheet Steel Rolling Mill 薄钢板压延机Sheet Steel Straightening Unit 薄钢板矫平机Ship S Steel Side Scuttle 钢质舷窗Ship S Steel Weather Tight Door 船用钢质风雨密门Shock Absorber Link Rod Pin Steel Bushing 减震器拉杆销钢套Si-Steel 硅钢Si-Steel Strip 硅钢带Sichromal Steel 铝铬硅合金钢; 铬铝硅合金钢Side-Blown Basic Bessemer Steel 侧吹碱性转炉钢Siemens Steel 西门子平炉钢Siemens-Martin Steel 平炉钢Silco-Manganese Steel 硅锰钢Silichrome Steel 硅铬钢Silicium Steel 硅钢Silico-Mangan Steel 硅锰钢Silicon Chrome-Steel 硅铬钢Silicon Steel 硅钢Silicon-Chromium Steel 硅铬钢Silicon-Steel Plate 硅钢片Silicon-Steel Sheet 硅钢片Silver Ply Steel 不锈覆盖钢Silver Steel 银亮钢; 银器钢Silver Steel Wire 银亮钢丝Simple Steel 碳钢; 普通钢Single Steel Intrauterine Device 金属单环Single Steel Roller Cotton Stripper 单钢辊式摘棉铃机Single-Skin Steel Dam 单层钢面板坝Single-Slag Steel 单渣钢Sintered Stainless-Steel 烧结不锈钢Sintered Steel 烧结钢Sintered-Carbon Steel 烧结碳钢Skelp Steel 焊接管坯钢Skhl Steel 镍铬铜低合金钢Ski With Steel Ski Pole 带钢撑棍的滑雪板Skillet Cast Steel 坩埚铸钢Sleeper Steel Mould 轨枕钢模Sliding Head Steel Bar Clamp 木工夹Sliding Shears For Steel Band 钢带滑动剪刀Small Self-Contained Iron And Steel Complex 配套的小型钢铁联合企业Small Steel Shape 小型钢材Smooth Steel Pipe 光面钢管Soft Center Steel 软心钢Soft Medium Carbon Steel 软中碳钢Soft Medium Structural Steel 软中碳结构钢Soft Steel 软钢; 低碳钢Soft Steel Water-Jacket 软钢水套Soft Surface Steel Hammer 软面钢锤Soft-Center Steel 夹心钢Soft-Center Steel Mo(U)Ldboard 软心钢犁壁Solid Steel 镇静钢; 脱氧钢Solid-Drawn Steel Pipe 无缝钢管Space Frame Of Tubular Steel Sections 钢管空间构架。
外文文献翻译(附原文)——客户满意
测量管理客户满意定义顾客满意度因为顾客满意度的概念对于许多公司是新的,因此重要的是要明确这一词意味着什么。
顾客满意是顾客的期望得到满足或产品、服务超过应有的程度时对企业感知的精神状态。
实现顾客满意会导致公司的忠诚和产品再购买.这个定义有一些重要的影响：因为顾客满意是一种主观的,非量化的状态，测量将不准确，将需要采样和统计分析。
顾客满意度的测量必须在了解了顾客的期望和属性表现之间的差距之后进行。
顾客满意度的测量和底线结果之间必定有相关的联系。
“满意”，本身就与顾客有着千丝万缕的联系。
例如，它可以指任何或所有下列例子：某一特定产品或服务质量的满意度;与正在进行的业务关系的满意度;产品或服务的价格性能比的满意度；产品/服务的满意度，因为达到或超过客户的期望。
根据企业的性质和与客户的具体关系，每个行业都可以添加到这个列表.客户满意度的测量变量会有所不同，它取决于正在研究什么类型的满意。
例如，制造商通常期望按时交货和遵守规范，因此供应商采取的满意的措施应包括这些关键变量.明确界定和了解客户的满意度，可以帮助任何公司确定产品和服务创新的机会，并作为绩效考核和奖励制度的基础。
它也可以作为客户满意度测量程序的基础,可以确保质量改进的结果集中在客户是最重视的问题上。
顾客满意度测量方案目标客户满意度测量方案的目标,除了一个明确的定义顾客满意,任何一个成功的研究方案必须有明确的目标，一旦达成就会得到等号的结果。
最基本的目标应该满足任何测量程序，包括以下内容：了解所有客户的期望和要求；确定公司和其竞争对手如何满足这些期望和要求；基于你发现的产品标准上进行服务开发；随时间变化的趋势进行检验,以便采取及时的行动; 确定优先事项和标准来判断,你如何达到这些目标;设计适当的客户满意度测量程序之前，以下基本问题必须清楚地回答：我们收集的信息将如何使用？如何将这一信息允许我们采取组织内部的行动呢?我们应该如何使用此信息,以保持我们的客户和寻找新的呢？必须认真考虑组织希望实现何种结果，如何将这一目标传播到整个组织并且如何使用这些信息。
企业质量管理客户满意
对工作 的态度
对公司 的态度
西尔斯公司的员工-顾客-利润链
顾客推荐
服务 （帮助）
雇员 行为
商品 （价值）
顾客 印象
资产、赚头 和利润增长 的回报
员工保持力
顾客保持力
以顾客为中心的质量管理模式
一、创新确立质量目标
企业发展的目标通常是以利润、资产增值、市场占有率、发展规 模等指标表达，质量管理就是把这些指标进行分解、下达执行。
顾客满意与顾客满意管理相关概念
顾客满意(CS)：是指顾客对其要求已被满足的程 度的感受。
顾客满意度(CSI)与顾客满意率（指顾客满意次数 的百分比）
顾客满意管理(CSM)：是一种以广泛的顾客为中
心的全方位企业经营管理活动。指导思想；根本 目的
CS理论与实践的发展
CS理论的缘起
——企业管理中心的变化 ——顾客消费观念和消费形态的变化
预期愿望理论顾客满意关系模型
+ 全面满意
+
CS的相关理论
CS的特性：
主观性；层次性；相对性；阶段性
CSI的变量模型
感知质量 Perceived Quality
预期质量 Customer Expectations
感知价值 Perceived Value
顾客满意度 Customer Satisfaction
实力
保修期、 担保期、 售前、后 服务、处 理顾客抱
怨
实施顾客满意管理必须坚持的原则
全程性原则：贯穿开发、设计、生产、 销售、交付直至售后服务。
面向顾客原则：顾客需求结构、需求项 目指标及权重体系、顾客主观感受调查。
持续改进原则：顾客需求的变化、CS的 动态性
提高顾客满意度的几个方面：
品质术语定义、解释
¶ 常温常湿 : 5 ~ 35 ℃的温度范围为常温, 45 ~ 85%的湿度范围为常湿.
OLO HOME FURNISHING
A FACTORY OF GERMAN
STANDARDS
¶ QM = QP + QC + QA + QI
QP(Quality Planning) → 战略性资源活用
QC(Quality Control)
→ 管理技法运营扩大
QA(Quality Assurance) → 恰当的系统构筑
QI(Quality Improvement) → 系统效率改善
顾客满足
¶ 根据检查场所的分类 - 正位置检查 : 在1个场所检查比较好但是移动运输到特别场所检查的方法 - 巡回检查 : 在途中没有检查工程由检查员巡回现场并检查制造的产品的检查办法
¶ 根据检查性质的分类 - 破坏检查 : 不破坏物品无法达成检查目的的或试验的话商品价值就变没了的检查 - 非破坏检查 : 调查某种物品但是他的商品价值不会变化的检查
如果电脑部品销售前也没有 找出电阻不良,按修理费用 需花掉数百美元.
根据情况不同修理费用 又可能比制造费用更高.
品质(Quality)是?
生产者观点
“顾客要求 条件的 一致性 ”
关于产品规格 的适合性
品质
☞ 设定品质水准是 接受其产品或SVC的顾客所判断的.
OLO HOME FURNISHING
品质经营的发展阶段
市场存在
市场生存
产品示方 (检查)
步骤 ISO 9000 (品质保证体系)
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附录Customer Satisfaction---- One kind of brand-newquality viewby xi chang yangSince long ago, the people all merely treat as the quality question a technical question, speaks of the improvement quality on merely to consider from the technical angle.Along with knowledge economy development and productive forces unceasing enhancement, the people already developed to the product demand from the sole technical nature to the technical efficiency and expand to the spiritual domain, moreover satisfies the proportion which the spiritual demand the product or the product characteristic occupies greatly to surpass satisfies the proportion which the physiological demand occupies. At the same time, is day by day rich along with the material life, more and more from organizes the quality center of gravity and the determination power a side to shift to the customer hand in, the customer satisfied already becomes the appraisal product quality quality the only standard.This caused the quality idea to have the very big change----from examination quality view to tallying quality view, finally formed has satisfied take the customer as the core brand-new quality idea.Customer SatisfactionWho is a customer? The customer is "the receive product organization or individual". Based on ISO9000: 2,000 standards concerned customers define explanation that, The customer may be organizes the interior is the internal customer, also may be exterior the organization namely the external customer. As for the organization interior, "the next working procedure" is "on a working procedure" customer. Therefore, a organization to the customer the understanding should be generalized, cannot merely understand for organizes the product "the customer". At the same time, "supplies the chain" based on the product, the customer may divide into the middle customer and the final customer, the realistic customer and the potential customer, to customer thin, classification and research, is advantageous carries on the different way to us in view of the different customer demand stimulating with the guidance, thus makes the customer to be pleased, achieves organization's goal.Customer satisfaction is "the customer to its request already the degree feeling which satisfied",is the people in has accepted the product or the service including its carried the information after stimulating, makes one kind of firmly psychological condition, is the people to the product one kind of subjective comprehensive appraisal.This meant that, whether the customer does satisfy is decided by its receive product and the information the way and the degree which stimulate to it, when this kind stimulates has satisfied customer's request (including clear instructions or latent demand), can to the customer form is stimulating, thus causes the customer satisfiedly, moreover this kind stimulates the regulation goes past the deep customer to be more satisfied, otherwise, can form to the customer negative stimulates, can make thecustomer not to be pleased, moreover the regulation which stimulates to the customer goes past the depth, the customer is more unsatisfied, can cause the customer to complain, even the customer sues.Likes us to purchase clothes, clothes use value self-evident (winter clothing maintaining warmth, summer clothing penetrability and cool and so on), if only this but the oneself, the customer responded can be very light, but, if to the clothing assembly by the natural novel design, dresses up Li's color, causes us to obtain the accident pleasantly surprised, then can make us to feel one kind of unexpected harvest, we will be satisfied.Customer satisfactory quality view" Customer satisfaction " took one idea, more and more accepts for the multitudinous different type organization. We may understand from following several aspects that,1,the customer satisfies not only is the organization the starting point also falls the foot spot.The Chinese economy comprehensively entered "is too much economical" the time.Statistics have indicated, the consumer wants to choose the refrigerator from 290 kind of refrigerators, chooses the beer from 455 kind of beer, chooses the cosmetics from 478 kind of cosmetics, chooses the shirt from 575 kind of shirts. The price, the quality, the design all day after day hasten with. The buyer market buyer can make the decision.The customer decided wants any, when wants, how wants, to leave how many prices, the customer truly becomes the basic condition organizes depends on, the customer to satisfy the basic power which into the human society develops. Any organization when provides the product or the service, its goal lies in the product or the service which causes it to provide obtains customer's approval, and lets it be glad accepts. This requests the organization to understand the customer needs any type the product and the service, has any type to the product and the service the request---- The fine product, the customer does not need, also cannot obtain customer's approval. Therefore, the organization only had has grasped this starting point, could provide satisfaction for the customer the product or the service. At the same time, the customer satisfies the degree had decided the organization makes money the degree, had decided the organization develops mentality, according to conventional algorithm, an enterprise if preserves 5% stable customer, that this enterprise's profit at least can increase 25%. Therefore, the organization falls foot also to be supposed to lie in causes the customer satisfiedly, only had grasps "the customer to be satisfied" this driving force, the organization can obtain the considerable development.2, " Customer Satisfaction " is the market economy development necessity.The customer satisfies quality view is the market economy development inevitable result. Along with the social productive forces development, the society has brought the extremely rich material resources for the people, thus let the market realize from the seller market to the buyer market transformation, caused the buyer is the customer control the market development direction. Is passing we often by "mineproduct is qualified, customer do not use when" performs to shift responsibility onto others. Now not good, you think own product qualified, but cannot meet my needs, which you on saved in yours warehouse are being good! Who had considered my demand, whose product I do purchase. At the same time, the knowledge economy development enable the organization to have the ability to have the condition not only to satisfy customer's physiological needs, also can meet customer's psychological needs, causes the product to be more richly colorful, causes the service even more to look after with great solicitude.3,Customer satisfaction is the inevitable result which the humanist idea popularizes.The customer satisfies quality view is by the artificial starting point and the center, is revolving the reassignment organization and customer's enthusiasm, the activity, causes the organization unceasingly to satisfy the customer to request, thus realizes the customer to be satisfied, unceasingly realizes the humanity to the happy pursue, improves humanity's quality of life. At the same time, satisfies take the customer as the idea from organizes the quality specification and the determination power a side to change to a customer side, had reflected person's status unceasingly is enhancing. Grasps humanist this "the new melody", persisted according to customer's objective request, wants, for suffices to the foot; Does not want, does not give. Thus and mutually seeps the Chinese Communist Party in the organization and customer's interaction with to build humanity's matter and the spiritual civilization life.4, Customer satisfaction is organizes the eternal pursue the goal.Customer satisfaction is human society's one kind of basic desire, will be the humanity forever the without limits self- pursue. Therefore, meets customer's need and the desire also is organizes the eternal pursue the goal. Enters for the 21st century, the more and more many organization attention "the customer is satisfied" strategic sense. Is the various countries' expert, the entrepreneur, how the administrative personnels all exploring causes own organization to seize the 21st century quality as soon as possible the commanding point, many large-scale organization are formulating the 21st century quality strategies, and "the customer will be satisfied" took the quality strategy the core, took it will support other contents "the outline". "Satisfies customer's request and expected" will substitute for the pursue quality to be qualified or the service reaches the sign to become the highest goal which the enterprise pursues. Grasps the tendency to be able to grasp successfully, thus will grasp the future. In this competition extremely intense time, only has grasps this kind of tendency and the direction, correctly establishes the oneself developmental strategy goal, can in the competition neutrality to the invincible position.How stimulates the customer to be satisfied?Above said, customer satisfaction was the customer has accepted one kind of psychological condition which the product or the service and its the information stimulated produces, was a psychology concept. Then, how we do stimulate customer's this kind of satisfactory mood? "We do well, the customer will satisfy" to? Which first should we pay attention affect customer satisfaction and not the satisfactory factor have:1, not satisfactory factorThe clear instructions forgives which in the product either the service or anticipated provides to customer's use or the service, is the customer thought the self-evident characteristic, it meets the customer need the degree, affects the factor which the customer satisfies, once has the aspect which does not arrive, can create customer's disaffection, usually is called it not the satisfactory factor. For instance: We buy a thermos bottle, its heat preservation characteristic (or said use) is a not satisfactory factor. If buys a thermos bottle not to keep warm, we will be very annoyed and not be unsatisfied, since these characteristics all had, conforms to our requirement, also cannot urge us to satisfy, because we can think this is should.2, neutral factorSome one kind of factor, when customer's demand has not obtained satisfies, will feel very disappointedly; If obtains time satisfying which should obtain, cannot have any intense reflection; But, if organizes to do very much arrives, can increase the customer to be satisfied. We call such factor the neutral factor. For instance agrees time purchase goods, if cannot as scheduled arrive, can cause the customer to complain; If arrives on time, perhaps the customer cannot have any response; If can arrive ahead of time, then the customer can be very happy.3, satisfactory factorThe customer obtains the accident harvest, often can make the customer to be extremely pleased, however, organizes not to provide these product characteristics, also cannot cause the customer to be discontented, we called such factor is the satisfactory factor. For instance we purchase the ultra value service which the product obtained arrives; Enjoys when the service obtained arrives the accident present presents and so on. These accidents are pleasantly surprised often can make us to feel extremely satisfies.Had understood these affect the factor which the customer satisfies, how can we grasp well stimulate the customer to be satisfied. Only dodges forms the customer not satisfactory factor, diligently completes the neutral factor, plans with every effort with the implementation lets the factor which the customer satisfies, can unceasingly satisfy the customer to request, to strengthen the customer to be satisfied, thus achieves the quality goal which the customer satisfies, the promotion enterprise's development.The enterprise should establish and implement the customersatisfactory strategyWe do not avoid the enterprise the goal are the profit maximization. But the enterprise profit goal realization is take customer's existence as the foundation, left the customer, any organization all with difficulty exists. In in the 21st century competitions, who wins customer's adoring with the repayment, who can survive and the development; Otherwise, only can be blind alley. How does customer's adoring with repay, how also is decided to the enterprise causes their satisfaction. Therefore, says from some kind of degree, enterprise's management strategy is the quality strategy, but this all starting points and the home to return to all conclusion is a point: The customer is satisfied. How then we do establish and implement the customersatisfactory strategy?1, the creation " Customer satisfaction " as the central enterprise new management idea.The enterprise must manifests in own management policy and the goal "attracts more customers" and "unceasingly enhances the customer degree of satisfaction" the thought, in educates training to the staff in the foundation, causes the staff to comply with the occupational ethics, the behavior standards, the value idea and the staff quality molds the aspect, all seeps "all to let the customer is satisfied" the idea. Thus creates one kind in the enterprise interior "the internal service" management idea, although you not directly serve the customer, but your work must be for serves customer's person to serve. Inducts " the next working procedure in the enterprise interior is on the working procedure customer" the customer satisfies the idea, namely in the entire operation link, the previous link department treats as the next link department the customer, carries on the service to it, a link serves a link, finally provides the best service for the external customer.2, the promotion " Customer satisfaction " as the objective quality control innovation.The enterprise must frequently organized carry on the customer demand and the market information diagnosis, comprehensively, thoroughly and accurately grasps the customer various aspects the demand, including the latent demand, for the enterprise product market localization, the development design, the improvement and the innovation promptly provides the basis. At the same time, the diagnosis will obtain customer related aspect the and so on product function, quality, price and outward appearance demand, comprehensively accurately will transform as the product design improvement technical parameter, the cost element, and in strictly will request in the process according to the product design or the improvement which the organization will produce, will have to implement "under a link will be the customer" the policy, comprehensive development "internal customer satisfied" the activity, will produce conforms to the product which the customer will request, achieved the customer will be satisfied.3, pays special attention " Customer satisfaction " and serves the management innovation as the criterion enterprise marketing.The enterprise must use the science the method to carry on the customer degree of satisfaction to the enterprise exterior market environment evaluating after testing, through evaluates after testing the customer to enterprise's product quality characteristic, the fine reputation, well-knownness, turning head rate, the sales ability, the complaint rate and so on several aspects satisfaction, provides the basis for the improvement marketing strategy and the enhancement grade of service. At the same time, from enhances the customer "satisfaction" and "the loyalty" the goal embarks, establishes the customer file, omni-directionally implements, the multi- forms standard post-sale service, the realization pre-sale consultation, sells supports, the post-sale increment namely "the help user buys goods" the increment service process, thus "sues" the service after three stages entire processes service substitution.4, takes take " Customer satisfaction " as the guidance enterpriseinformation management innovation.The information technology development, provided the very good condition for our effectively collection and the process information, the enterprise has had in the realization take the enterprise as the center to take the customer as in the central mentality transformation foundation, carried on the enterprise information management the innovation. To the enterprise inside and outside pitch point and the flow and so on information collection, analysis, transmission, feedback, processing design, the speed which as well as various pitch points information current capacity and pasts performs to control, does the system research to the information feedback processing cycle and the time stipulation, thus is the correct development "the customer is satisfied" a series of activities, provides the science effective basis.5, the implementation " Customer satisfaction " as the master line enterprise organizational structure reorganization.While "the customer satisfied" the thought and "the customer satisfied" for the central strategy implementation, the enterprise must take the information bidirectional transmission speed, the information past the attrition rate and the management efficiency three big targets is in the synthesis optimization as a principle, reduces the enterprise excessively many management structure level and the administrative personnel level, causes the enterprise the structure flatly, the decision-making is fast. Realizes "the customer satisfiedly" the management goal is a master line, reasonably adjusts various departments the management function, eliminates the overlap region ofvarious departments function connection place and other management pessimistic areas, the realization management science is highly effective. Thus carries on the enterprise organizational structure the reorganization, the realization enterprise flow makes again.顾客满意——一种全新的质量观杨希昌长期以来，人们都把质量问题仅仅当作一个技术问题，说到改进质量就仅仅从技术角度去考虑。