「释义」
零缺陷管理简称ZD，亦称“缺点预防”，主张企业发挥人的主观能动性来进行经营管理，生产者、工作者要努力使自己的产品、业务没有缺点，并向着高质量标准的目标而奋斗。零缺陷特别强调预防系统控制和过程控制。
被誉为“全球质量管理大师”、“零缺陷之父”的菲利浦·克劳斯比在20世纪60年代初提出“零缺陷”思想，使制造业的产品质量得到迅速提高，继而扩大到商业所有领域。
「应用场景」
服务业真正的质量革命才刚刚到来。近年来，尽管服务企业的管理者有良好的意愿，但很少有企业能够贯彻他们让客户满意的承诺。然而服务企业开始理解制造业同行在20世纪80年代学到的教训：除非你衡量质量，否则不会提高质量。当制造商开始解决废品堆、返工和停滞的机器所带来的成本和影响时，他们意识到 “质量”不只是振奋人心的口号，而且是经营业务最有利可图的方式。他们把“零缺陷”作为自己的指导思想，于是质量运动开始了。
The real quality revolution is just now coming to services. In recent years, despite their good intentions, few service company executives have been able to follow through on their commitment to satisfy customers. But service companies are beginning to understand what their manufacturing counterparts learned in the 1980s—that quality doesn’t improve unless you measure it. When manufacturers began to unravel the costs and implications of scrap heaps, rework, and jammed machinery, they realized that “quality” was not just an invigorating slogan but the most profitable way to run a business. They made “zero defects” their guiding light, and the quality movement took off.
以上文字选自https://hbr.org/1990/09/zero-defections-quality-comes-to-services
弗雷德里克·F·赖克海德（Frederick F.Reichheld）丨文
马冰仑 丨编辑
