基于QFD方法的服务型制造企业服务质量改进研究

构建基于QFD方法的服务型制造企业服务质量改进研究模型,通过SPSS软件,对实例Y公司顾客需求的权重进行主成分分析,在此基础上运用灰色理论和模糊数学相结合的灰色模糊方法对Y公司服务质量进行评价,然后结合测评结果运用QFD方法,找到Y公司应该着力加强的服务措施。研究结果表明,权重分数较高的服务措施要素是进行服务补救、信息系统、员工素质、办事效率和培训,即要Y公司满足客户质量需求必须关注的要素,这些要素的好坏,直接决定了企业客户需求是否得到了满足。这类研究方法,对类似的服务型制造企业服务质量改进的研究,同样有很大的借鉴意义。

A Study on Service Quality Improvement of Service-oriented Manufacturing Enterprise Based on QFD Method

Building the service quality improvement research model of service-oriented manufacturing enterprise based on QFD method,and taking the Y Company as an example to analyze the weight of customer demand using the principal component analysis by SPSS.Secondly,service quality of Y Company is evaluated by a method of grey fuzzy based on combining the grey theory and fuzzy mathematics method.Thirdly,based on the results of evaluation using QFD method to find Y Company should strengthen service measures.In conclusion,the results of the study show that the higher weight of service measures element are service recovery,information system,staff quality,efficiency and training.Y Company must pay attention to the quality of these elements to meet customer demand.This kind of research method can be used to similar service quality improvement of service-oriented manufacturing enterprise.