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來源資料
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題 名 | 顧客化設施規劃之研究 |
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作 者 | 楊長林; 黃靜蓮; | 書刊名 | 龍華學報 |
卷 期 | 15 民88.07 |
頁 次 | 頁94-117 |
分類號 | 021 |
關鍵詞 | 品質機能展開; 設施規劃; Quality function deployment; Facility planning; |
語 文 | 中文(Chinese) |
中文摘要 | 由於整體經濟環境逐漸改變,服務性企業有逐漸增加之趨勢,對服務性企業而言,良好而有效之設施規劃不但可使服務流程順暢、服務時間縮短、節省大量之企業運作成本,同時對於顧客滿意度(Customer Satisfaction)的提升更有幫助。而在傳統之設施規劃概念中,大都強調流程的順暢、空間之有效運用、搬運成本最低,而甚少雇及使用者之使用狀況。 品質機能展開方法能夠有效整合企業內部之各項活動,以使企業在安排各項設施之佈置方式能符合顧客進行各項活動之需要。因此本研究主要在建立一套運用品質機能展開技術,結合顧客期望需求與企業提供之產品服務、考慮相關競爭企業之做法、企業在市場上之區隔與定位,來進行企業內部各項設施之規劃以及部門劃分之流程與作法,以期使顧客對企業之滿意程度達到最高。並以圖書館之設施改善規劃為例說明以此法之相關作業流程與作業步驟。 |
英文摘要 | There are consider about operation flow, low cost, short moving time.. etc. in manufacturing business. Customer responsiveness is a new attitude that more companies have to toward the importance of product and service quality. Customer satisfaction is an important consideration in choosing a service business. To know what customer need is very important for facility planning of business. Quality function deployment (QFD) is an integrative process which links business activities together effectively. The purpose of this study is using QFD process to combine and consider customer requirements, product & service, competitive business, market segment, business position in order to develop the process planning facility and department of business. By the customized facility planning, business can satisfy the requirements of customer and enhance customer satisfaction. |
本系統中英文摘要資訊取自各篇刊載內容。