文章摘要
王润东,任杰,陈晓光,江居旺.基于QMS的空管服务质量评价指标体系研究[J].交通运输研究,2019,5(3):49-56.
基于QMS的空管服务质量评价指标体系研究
Quality Evaluation Index System of Air Traffic Control Service Based on QMS
  
DOI:
中文关键词: QMS  空管服务  质量管理模型  指标体系  过程方法  PDCA循环
英文关键词: QMS (Quality Management System)  air traffic control service  quality management model  index system  process method  PDCA (Plan-Do-Check-Action)
基金项目:民航华东空管局科技项目计划基金项目(KJ1802);中国民航飞行学院面上项目(JS3983);四川省大学生创新创业基金项目(S20170103006;S20180203010)
作者单位
王润东 中国民用航空飞行学院空中交通管理学院 
任杰 中国民用航空飞行学院空中交通管理学院 
陈晓光 民航厦门空中交通管理站 
江居旺 民航厦门空中交通管理站 
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中文摘要:
      为提高我国空中交通管制(简称“空管”)的服务质量,弥补现有空管服务质量评价指标体系在构建上的局限性,在原体系的基础上进一步完善了我国空管服务质量评价指标体系。首先,从空管服务过程分析了影响空管服务质量的主要因素。然后,基于质量管理体系中的过程方法和戴明循环理论,建立空管服务质量管理模型。接着,以该模型为基础,选取运行安全、运行效率、管理效能和文化建设四个关键指标,构建了空管服务质量评价指标体系。最后,以厦门空管站的空管服务评价体系指标设置为例,对所建指标体系进行验证。结果表明,该评价体系具有一定的客观性和科学性。
英文摘要:
      In order to improve the service quality of air traffic control in China and make up for the limitation of the existing air traffic service quality evaluation index system, the evaluation index system of air traffic control service quality in China was further improved on the basis of the original system. Firstly, the main factors affecting the service quality of the air traffic control were analyzed from the air traffic control service process. Based on the process method and PDCA (Plan-Do-Check-Action) theory in the QMS (Quality Management System), an air traffic control quality management model was established. Then, based on this model, four key performance indexes of operational safety, operational efficiency, management efficiency and cultural construction were selected to construct an air traffic control service quality evaluation index system. Finally, taking the index setting of the air traffic control service evaluation system of Xiamen Air Traffic Control Station as an example, the established evaluation index system was verified to be objective and scientific.
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