摘要
质量功能展开是基于顾客要求的结构化产品开发方法。把质量功能展开(Quality Function Deployment,QFD)方法引入顾客满意度研究中,建立了顾客满意度测评的质量屋模型。通过多阶段的QFD模型将总体顾客满意度逐步展开为易于顾客判断的指标,进而实施了顾客满意度指数的测评;并通过某家电企业的顾客满意度测评实例,说明了这种方法实施过程。
Quality function deployment （QFD） is structural design and development method based on customers＇ need, we introduce Quality Function Deployment （QFD） into the evaluation for customer satisfaction index （CSI） and set up a customer satisfaction measurement model .Based on the quality house in this model, the measurement and evaluation system oF customer satisfaction index is directly described. By use of multistage QFD model, total customer satisfaction can he divided into the indicators that customers judge easily and CSI can he obtained. The case of customer satisfaction measurement for an electric appliances corporation by this new method is given.
出处
《价值工程》
2009年第1期95-98,共4页
Value Engineering
关键词
顾客满意度
质量功能展开(QFD)
质量屋
customer satisfaction index
quality function deployment（QFD）
quality house
