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題名 | 品質機能展開應用在改善電腦室服務品質的實證研究=Using Quality Function Deployment Technique to Improve the Service Quality of Computer Laboratory |
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作者 | 楊素芬; 楊宗明; 劉泰亨; 陳信安; Yang, Su-fen; Yang, Chung-ming; Liu, Ti-her; Chen, Tsin-an; |
期刊 | 臺灣土地金融季刊 |
出版日期 | 19980300 |
卷期 | 35:1=135 1998.03[民87.03] |
頁次 | 頁145-162 |
分類號 | 494.8 |
語文 | chi |
關鍵詞 | 品質機能展開; 問卷調查; Quality function deployment; Customer satisfaction surveys; |
中文摘要 | 在講求品質、追求卓越的時代,企業必須掌握顧客需求,提高產品品質,才能 提昇競爭力。品質機能展開(Quality Function Deployment,QFD)正是幫助提昇產品品質 的有力工具。 本研究以電腦室服務品質進行實證研究。研究中首見運用腦力激盪的方法擬訂電腦室 服務品質的特性,並依特性設計問卷收集資料,根據回收的資料再進行QFD的工作。最後 決定各項需求因素之因應策略的目標及其實施之先後順序,以提供改善服務品質之參考。 本研究結果顯示「擁有完善的硬體」是影響電腦室服務品質最重要的需求因素。而在 各項因應策略之中,聘請管理諮詢人員是改善各項需求因素中最具關鍵性的策略。對於其 他改善電腦室服務品質的策略,本研究也提供具體的目標及施行先後順序。 |
英文摘要 | Quality function deployment is very effective for determining opportunitics that can be developed effectively to achieve total customer satisfaction. In this paper, customer satisfaction questionnaires are designed to determines customers' perceptions and attitudes concerning the quality of service of a computer laboratory they received. The accurate information about customers' perceptions about the quality of service can be link with methods used to respond to customer requiremcpts by QFD technique. The analysis results show how well the current quality system assures that the service meets customer needs. Finally, the analysis indicates that "a consulting staff" would rcceive a higher priority than others. Hence, to hire a computer expert, as a specification, is used to respond to customer requirements. |
本系統之摘要資訊系依該期刊論文摘要之資訊為主。