基于质量屋的顾客需求变化的成本效益分析

在深入分析顾客需求变化情况下,以质量功能展开(QFD)技术中的产品规划质量屋(HoQ1)为桥梁,给出需求变动对产品性能及结构的影响,并根据企业不同的竞争战略对改进产品进行成本效益分析,为企业对产品的改进提供成本依据。     

基于QFD的物流运输服务质量改进

基于QFD方法,在对物流运输流程及运输质量分析的基础上,从众多的顾客质量需求要素中,运用层次分析法确定物流运输服务关键质量需求,然后针对顾客的关键质量需求提出相应的改进措施,最后基于关键顾客需求与对应措施间关系,构建了物流运输服务质量屋,为物流企业提高运输服务质量、增强企业竞争力提供了一种理论方法.     

基于动态质量功能展开的物流服务规划

介绍了动态质量功能展开的基本原理、模型及基本工具—顾客价值屋;在此基础上,结合冷链物流企业案例,详细阐述了动态质量功能展开应用于物流服务规划的具体过程和方法,同时也论证了动态质量功能展开运用于物流服务规划的可行性与必要性。     

大型综合性会展物流供应商选择研究

分析了会展物流的特点,发现这些特点决定了选择合适的物流供应商是会展物流高效运行的关键因素之一。构建了会展物流供应商的一级、二级评价指标体系。应用QFD基本原理,对质量屋（HoQ）进行适当的变形,将其应用于会展物流供应商的选择,规划选择过程。最后以某大型会展物流供应商的选择为例证明该理论的有效性。同时该方法的动态适应性也为物流供应商的管理和进一步改进指明方向。     

基于质量功能展开的顾客满意研究

把产品设计的质量功能展开(QFD)方法引入到顾客满意研究中,提出了顾客满意的质量屋模型,该模型从驱动顾客满意的产品质量功能特性角度,围绕质量屋的七大要素,给出了提升顾客满意度的基本方法,最后通过某品牌手机顾客满意评价的实例说明了这种方法的实施过程。     

基于质量功能展开的连锁家饰店服务质量研究

质量功能展开(Quality Function Deployment,QFD)是一种透过质量屋的运作,系统地将顾客需求转换成工程要求的技术的方法。文中应用QFD导入PZB服务质量模式,整合模糊理论、Kano二维质量模式及顾客满意效益系数,分析连锁家饰店顾客服务质量需求的权重与排序,再以灰关联分析理论确定连锁家饰店各项工程要求质量的灰关联度值与排序,有助于经营者明确提高服务质量的重点。     

顾客价值屋模型:一种分析顾客价值要素的新方法

顾客价值对于产生顾客满意、顾客忠诚,帮助企业获得竞争优势具有重要意义。Woodruff提出顾客价值确定(CVD)模型用于对顾客价值进行探察和分析。本文通过借鉴质量功能展开中的质量屋的构建思想,提出了一种顾客价值屋模型,用于对CVD模型中的现有的顾客价值分析方法进行改进。     

顾客价值屋模型:一种分析顾客价值要素的新方法

顾客价值对于产生顾客满意、顾客忠诚,帮助企业获得竞争优势具有重要意义.Woodruff提出顾客价值确定(CVD)模型用于对顾客价值进行探察和分析.本文通过借鉴质量功能展开中的质量屋的构建思想,提出了一种顾客价值屋模型,用于对CVD模型中的现有的顾客价值分析方法进行改进.     

基于QFD模型的企业科技人才心理资本评价策略研究

质量功能展开(QFD)是基于顾客需求的产品设计方法,本文以企业中的科技人才为样本,将QFD技术引入心理资本质量评价中,将企业对科技人才的心理资本评价需求为出发点,通过质量屋将需求转化为评价策略,证明了QFD模型在心理资本评价中的有效性.实现了科技人才心理资本评价需求和企业心理资本评价策略的有效对接,最后对具体实施企业科技人才心理资本评价提出有益建议.     

质量机能展开在新产品开发中的应用研究

文章以L冰箱公司所生产的家用冰箱为研究对象,演绎了把QVD技术引入到冰箱的开发中,以顾客和市场需求为出发点,进行质量机能展开,完成生产规划、零件配置、工艺规划、生产控制四阶段的质量屋过程,最后对具体实施QFD时可能遇到的问题提出了一些建议.     

From supply to demand chain management: efficiency and customer satisfaction

How do companies in the fast-growing industries achieve good customer satisfaction together with efficiency in supply chain management (SCM)? This inductive case study of six customer cases of Nokia Networks, one of the leading providers of mobile telecommunication technology, led to propositions exploring that question. Good relationship between the customer and the supplier contributes to reliable information flows, and reliable demand information flows in turn contribute to high efficiency—these are well-researched issues also in other industry environments. But in a fast-growing systems business such as mobile telecommunications industry, the supplier needs to be able to adapt its offering to a wide variety of customer situations and needs. Understanding the customer’s situation and need together with the right offering contributes to good co-operation in improving the joint demand chain, which further leads to superior demand chain efficiency and high customer satisfaction.     

Participation of suppliers in greening supply chains: An empirical analysis of German automotive suppliers

The public increasingly holds companies accountable for environmental misbehavior in their supply chains. To offset that risk corporations start initiatives to green their supply chains. Yet suppliers often fail to properly participate in these initiatives. This paper presents a conceptual framework to explain supplier participation in green initiatives, by investigating customer requirements, supplier readiness, relational norms and customer investment as possible drivers. The framework and hypotheses were tested using survey data of 54 German automotive suppliers. Partial least squares methodology was deployed for hypothesis testing. The study found supplier readiness and customer requirements to be significant drivers in supplier participation. Relational norms and customer investment did not per se yield significant importance for explaining supplier participation, but when taking into account firm size, the data suggests that cooperative relation norms and customer investment work as an additional driver in green supply chain management for larger suppliers. This research is one of the few studies that explore drivers for supply chain participation at the supplier's level.     

Impact of eBusiness technologies on operational performance: The role of production information integration in the supply chain

While the information technology (IT) literature is mixed regarding the direct benefits of eBusiness technologies on performance, the impact of such technologies on supply chain practices remains largely an unexplored area of research. We hypothesize that while there may be no direct benefit of eBusiness technologies on performance, these technologies might support customer integration and supplier integration in the supply chain, which in turn might impact operating performance.To examine our hypotheses, we collected data from respondents who focused their responses to a single major product the process that manufactures it, a significant customer, and an important supplier. Our analyses showed that there was no direct benefit of eBusiness technologies on performance; however these technologies supported customer integration and supplier integration. Further, supplier integration was found to positively impact cost, quality, flexibility, and delivery performance; however there was no relationship between customer integration and performance. Consequently, there is a relationship between eBusiness technologies and supplier integration that leads to better performance. Further, there is an interactive effect between customer integration and supplier integration that supports the notion that firms that have both forms of integration, supported by eBusiness technologies, significantly outperform the others.     

连锁企业物流配送信息平台的构建

连锁经营需要以“快速的配送反应”和“高客户满意度”来提升企业的竞争力和效益,这必须以物流配送信息平台作为支撑。本文以解决连锁企业配送信息在配送环节及供应商之间的传输、处理、共享的需求,提出构建基于XML技术的三层分布式Web模式物流配送信息平台框架结构：同时。利用Lotus Domino提供的工作流机制实现配送业务流程处理电子化、自动化。     

浅议指导生产性服务外包的管理理念

本文提出了进行生产性服务外包管理的三大主要理论基础:顾客满意理论、零缺陷质量管理理论和供应链管理理论,分别从顾客需求挖掘、生产性服务过程控制和服务供应商关系管理三个方面阐述三大理论对生产性服务外包管理模式构建的指导作用。     

Questioning the relevance of supplier satisfaction for preferred customer treatment: Antecedent effects of comparative alternatives and multi-dimensionality

Through the construct of supplier satisfaction, recent research explains the supplier's preferred treatment of a given customer. This cause-and-effect phenomenon is often not contrasted with other reasons or controlled for. This work addresses this issue and uses two tactics to elaborate upon social exchange theory, namely, construct splitting and construct contrasting, to analyse the development of preferential customer treatment. For this purpose, a structural equation model is used with data from the international automotive industry. The results extend the breadth of constructs explaining preferred customer treatment (PCT) and challenge the existing reasoning by questioning the relative importance of supplier satisfaction. While supplier satisfaction does affect PCT, the relative supplier satisfaction defined as a comparison of outcomes between the actual and the best alternative business relationships influences PCT much more.Furthermore, by distinguishing between the economic and non-economic dimensions of supplier satisfaction, the study indicate that economic satisfaction has a higher influence on the relative satisfaction whereas social satisfaction a higher one on absolute supplier satisfaction.These findings imply that despite the current debate about the importance of behavioural constructs such as supplier interaction and social capital, supplier resource allocation decisions are actually dominated by economic and relative aspects of satisfaction. This outcome calls for a more economically driven debate about behavioural supply management approaches.     

“牛鞭效应”下的供应链库存管理研究

为发挥库存在企业的运作过程中的作用。改善客户服务水平,在库存位置接近客户时,满足较高的客户服务要求。文章在讨论供应链库存管理中牛鞭效应的基础上,主要研究供应链库存管理办法,提出了供应商的库存管理、联合库存管理和利用第三方物流供应商来管理库存三种方法。使得适当的库存存在不仅保证销售活动的顺利进行,而且提高了实际销售量,有助于降低采购和运输成本,产生一定的经济效益。