质量改进与顾客互动机制反馈子模型的建立  

Establishment of A Feedback Sub-Model for the Interactive Mechanism Between Quality-Improvement and Customers

作　　者：吴伟强[1] 李从东[1] 

机构地区：[1]天津大学管理学院,天津300072

出　　处：《工业工程》2004年第5期28-31,共4页Industrial Engineering Journal

摘　　要：讨论了在质量改进与顾客互动机制中,用来自顾客的信息反馈控制质量改进子模型的顾客满意度测量问题,并基于模糊理论和矩阵转换建立了反馈子模型,以揭示质量改进与顾客满意度之间的内在互动联系,提高质量改进的效率和有效性。This paper discusses the measurement of customer satisfaction that is used to control quality-improvement sub-models by means of feedback messages from customers for the interactive mechanism between the quality-improvement and customers.A feedback sub-model for the mechanism is established based on Fuzzy Theory and Matrix Alternation so as to reveal the internal interactive relationship between quality-improvement and customer satisfaction and raise the effective and efficiency of the quality-improvement.

关 键 词：质量改进 顾客满意度 互动机制 模糊理论 矩阵变换 反馈子模型 

分 类 号：F273.2[经济管理—企业管理]