数控机床顾客满意度提升措施的研究  

Study on the Measures of Increasing the Customer Satisfaction of CNC Machine Tools

作　　者：姜巍巍[1] 贾亚洲[2] 

机构地区：[1]北京理工大学机械与车辆工程学院,北京100081 [2]吉林大学机械工程学院,吉林长春130025

出　　处：《制造技术与机床》2005年第11期36-40,共5页Manufacturing Technology & Machine Tool

基　　金："十五"国家重点科技攻关计划项目(2001BA203B13-02)

摘　　要：根据数控机床生产厂的实际需要,设计了数控机床顾客满意度测评程序。对测评实例进行了分析,根据分析结果,进行了数控机床顾客满意度改进提升措施的研究。提出了以顾客为中心的生产经营理念,加强服务质量,同时利用信息技术,提升数控机床顾客满意度。According to the need of the manufacturing of CNC machine tools, the paper studies on the evaluating program of the customer satisfaction of CNC machine tools. After analyzing the evaluating example, studies on the measures of increasing the customer satisfaction of CNC machine tools. The paper proposes the customer oriented concept of production and management, as well as the measures of improving the service quality and uhilizing information technology to increase the customer satisfaction of CNC machine tools.

关 键 词：数控机床 顾客满意度 提升措施 产品质量 服务质量 

分 类 号：TG659[金属学及工艺—金属切削加工及机床]