下列关于服务改进职责的描述中说法不正确的是（ ）。
- A.服务四要素改进主要有系统规划与管理师和服务质量负责人负责
- B.系统规划与管理师和服务质量负责人制定具体的改进目标和方案后，报项目客户负责人审批
- C.服务改进实施过程中，由服务质量管理部门会同其他部门共同制定改善目标及改善计划，并监督实施
- D.系统规划与管理师和服务质量负责人负责识别服务四要素的改进需求
正确答案及解析
正确答案
解析
服务四要素改进主要有系统规划与管理师和服务质量负责人负责，具体工作包括：负责识别服务四要素的改进需求；负责制定具体的改进目标和方案，报服务管理体系负责人审批；负责管理和控制服务四要素改进项目的实施；对改进活动的结果负责；负责定期组织改进回顾，巩固改进成果；负责改进项目完成后进行知识转移。
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