以顾客满意为中心的大规模定制质量改进  

CUSTOMER-ORIENTED QUALITY IMPROVEMENT IN MASS CUSTOMIZATION

作　　者：唐晓青[1] 王雪聪[1] 

机构地区：[1]北京航空航天大学机械工程及自动化学院,北京100083

出　　处：《机械工程学报》2005年第5期200-204,共5页Journal of Mechanical Engineering

摘　　要：以顾客满意为中心的大规模定制质量改进研究是为解决大规模定制生产模式下保证稳定的、不断改进的产品质量,以持续提升顾客满意度问题而提出的系统性方法。在对大规模定制质量改进过程中顾客满意、产品平台、质量保证、改进过程和相互关系等关键要素分析的基础上,构建质量改进体系,实现产品平台质量的稳定和持续改进,继而推动最终产品的质量改进,增强企业满足顾客个体与群体质量要求的能力,最终达到持续提升顾客满意的目的。Mass customization is becoming the major production model in the future. Customer-oriented quality assurance pushes industry to face to the voice of market and customers Study on customer-oriented quality improvement in mass customization is going to search systematic methodology to solve the most crucial and difficult problems which are puzzling mass customization industry for years. The quality improving based on 'customer satisfaction', 'product platform' has been put forward, which helps industrial enterprises rapidly and continually provide reliable and quality-improved products to promote customer satisfaction. By discussing the five system elements, customer satisfaction, product platform, quality improvement organization system, process model and information flow, and the related elements, a multi-view integrated model is presented, which emphasizes improving the quality of final products by continually improving the quality of 'product platform', and enhances enterprises' capability in meeting the requirements of customer individuals and groups, and aims at the customers' satisfactions.

关 键 词：大规模定制 质量改进 顾客满意度 生产模式 改进研究 产品质量 产品平台 质量保证 要素分析 相互关系 持续改进 平台质量 最终产品 质量要求 系统性 提升 企业 

分 类 号：F273[经济管理—企业管理] F273.2[经济管理—国民经济]