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題名 | 運用「品質機能展開法」建構消防機關火場救災品質管理系統=Adopting QFD Method to Design Quality Management System of Fire-Fighting Operations for a Public Fire Department |
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作者姓名(中文) | 鄧子正; 蕭煥章; 林鳳儀; | 書刊名 | 中央警察大學災害防救學報 |
卷期 | 6 民94.12 |
頁次 | 頁343-362 |
分類號 | 575.872 |
關鍵詞 | 消防機關; 服務品質; 火災搶救; 品質機能展開; 品質管理; Fire department; Service quality; Firefighting; Quality function deployment; QFD; Quality management; |
語文 | 中文(Chinese) |
中文摘要 | 本研究目的在於利用品質機能展開法處理火場救災勤務系統的作業品質管控問題,以減少消防部門執行緊急救災服務的變異效果,確保救災效果的良好,同時並作為消防部門緊急應變勤務品質管理的基礎。經過研究後,本文提出的建議主要有四項,包括:1.持續加強火場救災服務品質的改善;2.維持服務品質較高滿意之因素;3.加強低滿意、相對重要或消防及民眾具有認知差異之因素;4.善用品質屋及關係短陣改善火場救災服務品質並建立管理系統。 |
英文摘要 | In order to shorten the perception divergence of the service quality between the people and the firemen's opinions and increase the management effectiveness, this study will discuss on how to adopt quality function deployment (QFD) technique to design the whole fire-fighting service quality management control model. After serious efforts, this study suggests the departments that the quality still need to be improved. They also need to maintain the factors with higher satisfaction and to improve it continuously if less satisfaction as well to use QFD chart to help to reach the goal. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。