关键矛盾法及其在CSE中的应用  

Key Contradiction Method and Iis Application in CSE

作　　者：杨益民[1] 魏中俊[1] 

机构地区：[1]安徽机电学院

出　　处：《系统工程理论与实践》1998年第1期97-99,112,共4页Systems Engineering-Theory & Practice

基　　金：国家自然科学基金;安徽省软科学基金

摘　　要：引入关键矛盾和矛盾流的概念，研究了关键矛盾的性质，提出解决矛盾问题的关键矛盾法。将方法用于芜湖南京新百大厦顾客满意工程（ＣＳＥ），取得显著效果。The concepts of key contradiction and contradictory flow are introduced. Some properties of key contradiction are studied. The key contradiction method for solving non compatible problems is proposed. A remarkable effect has been obtained with the method in customer satisfaction engineering (CSE) for Wuhu Nanjing Trade Company. 

关 键 词：顾客满意工程 CSE 商业管理 关键矛盾法 

分 类 号：F715[经济管理—产业经济]