| 基于QFD的服务质量改进方法 |
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| 引用本文： | 梁文宾,陈通,卢丽.基于QFD的服务质量改进方法[J].中国农机化,2007(6):40-43. |
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| 作者姓名： | 梁文宾 陈通 卢丽 |
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| 作者单位： | 1. 天津大学管理学院,300072,天津市
2. 南开大学商学院,300071,天津市 |
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| 摘 要： | 将质量机能展开(QFD)方法运用到服务业中,并结合服务质量差距模型和层次分析法(AHP)提出QFD中顾客需求重要度评判的改进方法,同时设计出适合服务业的四阶段QFD模式。应用此模式,可以有效地弥合供应商的差距1到差距4,提高服务质量。
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| 关 键 词： | 服务质量改进 质量机能展开 顾客需求 |
| 文章编号： | 1006-7205（2007）06-0040-04 |
| 收稿时间： | 2007-01-09 |
| 修稿时间： | 2007年1月9日 |
A New Approach to Service Quality Improvements based on QFD |
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| LIANG Wen-bin,CHEN Tong,LU Li.A New Approach to Service Quality Improvements based on QFD[J].Chinese Agricul Tural Mechanization,2007(6):40-43. |
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| Authors: | LIANG Wen-bin CHEN Tong LU Li |
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| Abstract: | In this paper, the author attempt to apply the Quality Function Deployment to service industry and a new method for confirming weight of voice of customer in QFD is put forward by using thoughts of service quality gap model and Analytical Hierarchy Process (AHP). The principles of traditional product design by QFD are translated into a service design QFD methodology by a four matrix approach. With this model, Suppliers can close gap 1 through gap 4 to improve service quality. |
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| Keywords: | service quality improvement quality function deployment voice of customer |
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