20世纪80年代,来自日本的全面质量管理思想开始盛行,这种思想促使企业认为质量是客户满意的标尺,致使企业沉溺于提高内部业务流程,而忽视了客户的真正需求。而现今,几乎所有的企业都知道,客户手中的投票权决定了企业的生死存亡,因此企业的一切活动都以争取和维持客户为中 In the 1980s, the idea of ​​total quality management from Japan began to flourish. This kind of thinking prompted enterprises to think that quality was the scale of customer satisfaction, causing enterprises to indulge in increasing internal business processes without regard to the real needs of customers. Nowadays, almost all enterprises know that the voting right in the hands of a customer determines the life and death of an enterprise. Therefore, all the activities of an enterprise are aimed at winning and maintaining customers