For the establishment of China's sports a number of basic service quality management system's discussion of theoretical issues

[Abstract] products through sports services, sports services and a series of management and quality system related to the concept of research, and service quality in sports such as elements of the preliminary study, the purpose is to make the international standard ISO9001 ~ 2000 in sports can be effectively applied in the service sector, service organizations to help establish a quality sports management system to improve its management, continuous improvement of services to meet the goal to improve the organization's overall performance.

[Keywords] sports and sports service quality management of economic

First, services, products, services, products, services, sports products, sports concept and content services
1 Services
We study the quality of service management company, we must first clear the concept and content services, to establish a correct concept of service, better customer service.

Currently the world define the concept of the service there are dozens of 2000 ISO9000 <<Quality management systems - Fundamentals and Terminology>> in the product is divided into four categories namely, services, software, hardware, processed materials and services is one of the I. The definition of service as follows: "Service is usually invisible, and is in contact with suppliers and customers need to complete an activity at least the surface of the results." This definition is made from a product point of view, convincing description of the product a clear relationship between the products and services.

Service with the most essential feature is not perceived or known as the intangible (intantibity), thus derived from the inseparability (inseparability), the quality difference (heterogenEity), not the storage of (perishalilty), the non-transferability of ownership ( absence ornership) and other features present, the theoretical circles on the service and there is no single definition, we are here to study this problem, the purpose is not only a definition of the service, but would like to clarify some ideas, so we are actually in the service organization business management, to establish a correct concept of service.

2 services, products, services, the relationship between product
"Services", "product", "service products" means, despite the International Organization for Standardization ISO standards, in service Marketing is different, but in many areas, often used interchangeably in fact, product (Product) is a great concept, can be divided into tangible products and intangible products (Goods) in two parts, services are intangible products.

U.S. economist Philip. Kotler (Phillip Kotler) to distinguish from pure service products to pure changes in the four categories:
(1) pure tangible goods, (2 services with tangible goods, (3 with a small number of services, major services and services, (4 pure service.

As can be seen from the above, services and tangible products blend together in the state, service in most cases is to rely on tangible products, but also contains a tangible product service composition, the reality of pure service and pure physical product are not we using "service products" can be used to express the relationship between services and products, showing service elements of both tangible products, there are intangible elements, the process of exchange of products in service, only part of the elements of change of ownership, while the other part of the right to use the only change.

3 Sports Service Products
Sports Services Sports Services product is a powerful horse organizations rely on sports facilities, sports facilities, service mode, service means service to the customer environment, provided the material conditions of intangible products and product delivery process intangible results.

Sports related service products provide the following aspects:
- The customers of intangible products (such as providing sports, sports performance on completed activities,
- The delivery of intangible products (such as providing health guidance, training, exercise prescription, etc. issued by imparting knowledge of information provided
- Create an atmosphere for the customer (such as providing a good external environment for sports venues, sports venues within the facility placed in a reasonable and appropriate means to heighten the stadium atmosphere and so on.

(1 sports service the product features. In addition to sports service products such as non-perceptual (intangibity), inseparability (inseparability), the quality difference (heterogenEIty), not the storage of (perishalility), the non-transferability of ownership (absence ownership ) and other features, because the nature of sports products and sports services determines the attributes of different products and other services, sports services, products also have the results can be cumulative.

(2) sports service product categories. Sports services are process-oriented consumer products, services, sports services and products under the same whether the consumer for multiple customers without compromising the quality of service that is a non-exclusive, on the one hand sport can be personalized service product into a strong "process service", such as providing sports, technology, skills training, fitness guidance, issued by exercise prescription on the other hand can be divided into individual is not strong "process service" such as providing sports , sports events and entertainment.

4 Sports Services
Sports stadiums are relying on services to sport their own value and nature of the functions of resources to provide all kinds of sports services services products are the main collection.

Second, the product requirements and the relationship between quality management system requirements
1 Product Requirements Links to free download http://www.hi138.com
(1 product requirements for specific products in the performance, security, reliability, and environmental adaptability requirements, a variety of products were specific quality standards, (2 product requirements from customers, or in the technical specifications, product standards, process standards or specifications, contract agreements and laws and regulations in the regulations, (3) the assessment of product quality can be based on national standards, can also be a corporate standard, but also by social supervision, (4 on product quality evaluation can be a sign of brand-name industry association award, medals, certificates, business can also be issued a certificate of product, quality certificates, can also be the customer's feelings and reputation.

(2) quality management system requirements
(A quality management system requirements differ from product requirements, this requirement is common, it is applicable to all industries or economic sectors, providing a variety of categories of products (including hardware, software, services, processes, materials, all sizes ( large, medium and small organizations, (2) quality management system for organizations in the management of quality management system requirements, which involves companies from purchasing, production, to flow through the whole process (3 to establish the quality management system and operation evaluation of the effectiveness is to be recognized by a third party, that is recognized by the National Quality Management Association and registered with a special certification assessment.

3 product requirements and the relationship between quality management system requirements
For any organization, product requirements and quality management system requirements are indispensable, not interchangeable, though, the quality management system standards for products not made any specific demands, but the organization is in accordance with quality management system standard 7.2.1 (related to the product requirements to determine product requirements of the Quality Management System requirements are additional requirements for products, a well-functioning quality management system to ensure that the organization continue to produce products that meet the requirements of qualified products.


References:
[1] Philip Kotler, Marketing management - analysis, planning, execution and control of Shanghai People's Publishing House, 1999.

[2] A. Payne book, Zheng Wei translation. Services Marketing. CITIC Publishing House, Simon & Schuster International Press, 1998.8.

[3] Guo Guoqing. Marketing Theory of the Chinese People's University Press. Links to free download http://www.hi138.com