基于服务业的质量功能展开应用研究-技术经济及管理专业论文.docxVIP

基于服务业 的质量功能 展开应用研 究 APPLIED RESEARCH ON QUALITY FUNCTION DEPLOYMENT BASED ON SERVICE INDUSTRY ABSTRACT With the world economy developing, the modern quality concept is gradually being established from the starting point of customer satisfaction. Quality Function Deployment (QFD), as a customer-oriented product design and development approach, has been widely used. Practices have proved that QFD is a systematic approach assuring the quality of the whole process of product design and development, and correct application can achieve a comprehensive integration of the market, innovation, design and development, manufacturing and customer satisfaction. QFD was originally applied to new product development, only limited to assembly based production of manufacturing industry. Along with QFD approach maturity, its applications are constantly being updated and expanded. However, with QFD application orientation enriched, the emergence of a new range of applications simultaneously brings problems of QFD applicability. In the process of transforming QFD, it is one of the important methods to integrate QFD with other design and analysis approaches and tools to improve the applicability of QFD. In recent years, studies on the application of QFD in the service industry are increasing constantly, but there is still a great limitation. In this paper, starting from the traditional model of QFD, through an analysis of particularity of service industry, QFD is transformed into a new model that is based on integrating QFD with other tools and is more applicable to service industry with a broader feasibility. The traditional four-phase QFD model, which includes product planning, part configuration, process design and production control, is transformed into a four-phase model that includes customer requirement data processing, service planning, service function deployment, service control. Fuzzy set theory is introduced into the first phase so as to quantify the customer requirement