基于QFD的服务质量改进方法  

A New Approach to Service Quality Improvements based on QFD

作　　者：梁文宾[1] 陈通[1] 卢丽[2] 

机构地区：[1]天津大学管理学院,天津市博士研究生300072 [2]南开大学商学院,天津市300071

出　　处：《中国农机化》2007年第6期40-43,共4页Chinese Agricul Tural Mechanization

摘　　要：将质量机能展开(QFD)方法运用到服务业中,并结合服务质量差距模型和层次分析法(AHP)提出QFD中顾客需求重要度评判的改进方法,同时设计出适合服务业的四阶段QFD模式。应用此模式,可以有效地弥合供应商的差距1到差距4,提高服务质量。In this paper, the author attempt to apply the Quality Function Deployment to service industry and a new method for confirming weight of voice of customer in QFD is put forward by using thoughts of service quality gap model and Analytical Hierarchy Process （AHP）. The principles of traditional product design by QFD are translated into a service design QFD methodology by a four matrix approach. With this model, Suppliers can dose gap 1 through gap 4 to improve service quality.

关 键 词：服务质量改进 质量机能展开 顾客需求 

分 类 号：F270[经济管理—企业管理]