Application of PDCA Circulation in Security Service Quality Management

Management Science and Research March 2015, Volume 4, Issue 1, PP.1-5

Application of PDCA Circulation in Security Service Quality Management Na Gao Vocational Education College, Liaoning Police College, 116036, China Email: 314903384@qq.com

Abstract In the economic society, with rapid development today, the mass of the material and cultural life has got hitherto unknown improvement and satisfaction. People in the enjoyment of the material life of pleasure at the same time, the security needs of increasingly strong. Because of this, the security services become more and more important. However, different industries have different service requirements, they will also have different standards of service. Survival of the fittest, survival of the fittest, face the market competition intensifies, the security service quality, not only directly determines the survival and development of enterprises out of the way, but also to every practitioner's fate. Therefore, applying PDCA circulation of continuous improvement of security service quality management, improve the security personnel service quality, enhance the security of the service ability of the enterprise and social recognition, has far-reaching significance.

Keywords: The PDCA Circulation; Quality Management; Security Services

As the" security service management regulations" the promulgation and implementation of the security services market structure will be completely broken, market competition grows in intensity. As China's domestic security companies, in the face of the upcoming market competition, should do well interior management, identify impact of obstacles to enterprise development, the quality of service as the enterprise internal management of the important task, in order to adapt to new market development needs.

1 SECURITY SERVICE QUALITY MANAGEMENT PROBLEMS 1.1 Quality Consciousness Does Not Reach the Designated Position " The security service management regulations" promulgated, China security service industry because the market socialization rate is not high, local color is strong, the regional restriction is strong, which leads to local security service company lacks market competition, only in the palm of market monopoly, easy to enjoy the status quo. This is the inevitable result of the service consciousness and service quality is not in place. Because the quality of catch and catch, the market is so big, profit is so much, there is no competition, the He Lai mass.

1.2 Supervision System Is Not Perfect The first is the external supervision, one is the customer's regulation is not in place, the absence of a regulatory feedback ; two is the regulatory functions of supervision, supervision effect did not reflect the regulatory process is not established, followed by the internal supervision becomes a mere formality, enterprise interior not established corresponding regulation mechanism. Due to regulatory information system is not perfect, mechanism is not tight, rewards and punishment is ineffective, leading to service quality lags behind the needs of the market.

1.3 Advanced Management Method Security service industry is still using the traditional catch team management, check the discipline style means to implement quality management, there is not an effective quality management system, with no full-time quality management agencies and the team. The five functions of management, modern quality management in some -1www.ivypub.org/msr

advanced means and methods in the security enterprises have not been effective. Enterprise service consciousness is poor, in the process of restructuring the integration of resources have not been effectively utilized, resulting in a low quality of service.

2 THE CONTENT AND CHARACTERISTICS OF PDCA CIRCULATION PATTERN 2.1 The Content of PDCA Circulation Pattern PDCA circulation is also called Dai Minghuan, is an American quality management expert Dr. Deming put forward, it is the total quality management should follow the scientific program. PDCA circulation is the English Plan-DoCheck-Action (program - Implementation - check - processing) four words first letter combinations. PDCA circulation model is in accordance with the four phases in eight in a sequence of steps to perform quality management work.

The first stage is plan is divided into four steps to complete. The first step : an analysis of current situation, find out existence problem reason; the second step: analysis of causes of quality problems ; third step: to find out the influence of the main reason of quality problem ; fourth step : according to the influence of the main reason of quality problem, make action plan.

The second stage is implemented, namely, carry out executive plan and measure. This is also the management circulation in fifth steps.

The third stage is examined, namely actual results and the expected target contrast examination plan implementation.

This is also the management circulation in sixth steps.

The fourth stage is summarized and process into two steps. The seventh step: To sum up experience, consolidate achievement, processing error; eighth step: the unresolved problems in the next circulation, as the next goal.

2.2 PDCA Circulation Model First, large sets of small ring ring, small environmental protection ring, driving circulation. Enterprise departments at all levels according to company policy target, have their own PDCA circulation, layer upon layer circulation, formation of large sets of small ring ring, ring inside another set of smaller ring. Big ring is a small matrix and basis, small is big ring decomposition and guarantee. Departments at all levels of the loop around the business object to move in the same direction. Through the circulation to enterprise or project work together organically, cooperate with each other, promote each other.

Second, PDCA circulation rotates once, to improve the quality of the step. Like climbing stairs, a circulation of operation, production quality will be improved step by step, and then develop a circulation of operation, improve, advance ceaselessly, rise ceaselessly.

Third, in the PDCA loop, A stage is crucial. Because only after summing up and processing, the business can continue to absorb experiences and lessons in the development of strong gradually. No A phase sum and processing, the first three stages can only be futile, PDCA circulation has lost the existence significance. Therefore, in the promotion of PDCA circulation process, must catch good A stage work.

3 PDCA CIRCULATION PATTERN IN SECURITY SERVICE QUALITY MANAGEMENT APPLICATION PROCESS As the" security service management regulations" promulgated and implemented, the face of increasingly fierce market competition, the security service company should PDCA circulation theory, scientific planning and target setting, perfect organization, timely implementation of screening, and the results are summarized and the treatment is to improve the security company service quality effectively.

3.1 The First Stage (P)——Planning Phase According to the plan phase of the four steps, first of all, to improve the quality of security services based on target -2www.ivypub.org/msr

in the security company internal and external extensive investigation and study, analysis of security service present situation, find out the quality problems existing in the service. Secondly, analysis lead to security problems in service quality factors which. In the security company through meetings and other forms to determine, for company management, security guards, especially customer comments and suggestions, benefit by mutual discussion, to find out the influence of quality is the crux of the problem, and one by one analysis. Again, in the impact of security service quality factors, through analysis and discussion to determine the effect of the quality of security services main factors, such as the above mentioned in the security service consciousness does not reach the designated position, security supervision system is not perfect, the security management means is not advanced. Finally, on the basis of formulating measures.

Improve the security service consciousness. The security industry is of special nature of the tertiary industry, the security business investment market is to provide security services to ensure that customers a good production and living order. Quality and service quality is the key to survival and development, also is the enterprise life. Whether the security company 's leadership, or basic security guards, all should realize their relationship with the enterprise, enterprise life and service quality relationship, and constantly improve the security service consciousness. Only the awareness in action, to attach importance to the quality of service. In action must be in system, mechanism and system to adopt effective methods to ensure the quality of service. At the same time, the enterprise leadership to staff through regular communication, master service quality problems of ongoing service quality correction. Accordingly, should adopt the flattening management, reduce the management, increase the management scope, make the service management more refined.

Sound surveillance system. In the security company to implement quality management system certification to certification follow-up supervision work, not a mere formality. Certification of the essence, is a standardized management, ensure the quality of the work, is the enterprise long-term behavior, is the pursuit of the maximization of enterprise value. Therefore, after passing the certification shall establish service quality supervision mechanism, preventing a return to the status quo ante after passing the certification. Through certification, with advanced quality management system, scientific quality management system, strict quality management measures, guarantee the quality of work of implementing the service quality, thus ensuring the long-term stability and continuous improvement.

Strengthen the security management means. The use of advanced security service management, improve the efficiency of the service. For example, in the security and patrol management, application of computer management software, set planning, preservation of patrol Patrol Records, and according to the program on the record analysis, thereby obtaining normal, missing, delayed and other statistics. Use the scientific method to guide the service quality management.

3.2 Second Stage (D)—— Implementation Phase The practical measures are made, and plans were implemented. The steps required to develop the quality assurance measures must be implemented effectively, and strive to achieve the anticipated goal.

In the security company sent security team implemented security services, whether it is the patrol, guard, protect or system should be strengthened to security service quality importance of education and security business knowledge training, services of good quality and poor, and the execution ability of the staff has a direct relationship. Therefore, the staff for the post knowledge or not, the quality of service is fundamental. As the rapid development of the times, knowledge depreciation rate is improving, knowledge updating speed is accelerated ceaselessly, the security guards only learning to improve their professional level, to adapt to the need of development of era. On the other hand, along with the improvement of people's living standard, people's safety consciousness increases ceaselessly, the security guard services increasingly high quality requirements, from this perspective, the security company will continue to organize staff training and quality education, which provide services to meet customer demand.

In the security company sent security team implemented security services, security guards shall strictly implement the company and the customer unit signed the contract requirements, with the quality and quantity of the security services. A strict requirements, strengthen management, establish a company good figure. Two is the customer's -3www.ivypub.org/msr

request, in the scope of authority, the security member should strive to meet, if beyond their remit to report security company, by the company to be solved. Three is the security company to communicate with customers at any time unit, grasp each team member in the presence of the performance of the unit, and its business performance and disciplinary cases recorded for later examination.

In the security company sent security team implemented security service, the security guard, company to customer units of security guard evaluation feedback to me, timely understanding of the individual 's performance. The security company, can organize customer unit informal discussion, solicit customers speak frankly and sincerely units on the security work of the opinions and suggestions, and constantly improve the quality of service.

3.3 The Third Stage (C)——Check Phase The stage to play the role of the link, is a summary of the past, and for the next job information. Security companies based on a series of standards and requirements for security service and management team to conduct a comprehensive examination, examination. Security companies according to their own actual situation, adopt different forms of supervision and inspection scheme. For example : independent in ground security team of selfexamination, and squadrons to independent in Qin 's security team inspection, company, squadron inspection and independent in Qin 's security team checks and accept customer complaints, the company security pickets on the security team to picket and inspection, security personnel of the security and quality of service management oversight, put forward opinions and suggestions.

3.4 The Fourth Stage (A)——Processing Stage Sum up experience and lesson, make the service quality improvement. After check, has been clear about the implementation of the successful experiences and existing problems, the next step is to sum up experiences and lessons. Concerning the quality of security services global experience, measures and principles, and its incorporation into the corresponding standards and rules, regulations, procedures and work in the future to carry out. At the same time, the existing problems to be summed up, record, avoid making the same mistake. And to the problems involve all teams and individuals to implement rewards and punishments, to safeguard the seriousness of the management.

By summarizing and analyzing the test results, the successful experience and shortcomings as the next circulation power and basis.

Processing problems. In the circulation problems, to analyze the causes, to develop new solutions into the next circulation to solve. In this way, the circulation of the eighth Bu Shunli transition to the next circulation of the first step, thereby forming a complete PDCA circulation management system. This is the PDCA loop, a crucial step.

4 CONCLUSION Taking PDCA as the core of all-round quality management in industrial production has formed a systematic theory and method, its good effect has been recognized. In the security quality of service management of security companies can draw on the advanced theories and methods, and constantly improve the quality of security services, to meet the increasingly high demand for security, social security and make due contributions.

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Ma Chenggang. “PDCA circulation in quality management of engineering application” China Science and technology information, 2007 (8): 34-35.

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Deng Jun.The Application of PDCA in the Quality Management of IT Enterprise’s Program[D].Beijing University of Posts and Telecommunications.

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Wang GuangLi.PDCA cycle applied in security management[J].Journal of Liaoning Technical University(Social Science Edition),2009(6):606-607.

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Sun XiuChang,Li YanBing,Liu JiangFeng.Discussion on application of deming PDCA cycle in enterprise safety management[J].Journal of Safety Science and Technology,2008(1):132-135

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AUTHORS Na Gao was born in DaLian, China 1981. The degrees are master of administration in security, Jilin university, ChangChun, China, 2006.

She works as a teacher in Liaoning police college since 2006.She has published five books and more twenty articles.

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