教師資料查詢 | 類別: 會議論文 | 教師: 李旭華 HSU-HUA LEE (瀏覽個人網頁)

標題:The Analysis Approach of Voice of the Customers and Critical to Quality
學年97
學期2
發表日期2009/05/30
作品名稱The Analysis Approach of Voice of the Customers and Critical to Quality
作品名稱(其他語言)
著者Lee, Hsu-Hua
作品所屬單位淡江大學經營決策學系
出版者Tamsui, TaipeiTamkang University, Department of Management Sciences and Decision Making
會議名稱The 2009 International Conference in Management Sciences and Decision Making=2009年管理科學與經營決策國際學術研討會
會議地點臺北縣, 臺灣
摘要To increase the quality and the satisfaction of customers, the effect of critical quality characteristics and the voice of the customers must be analyzed and improved. The DMAIC (Define, Measure, Analyze, Improve, and Control) method and approach of Six Sigma management will then be used to analyze critical quality characteristics and obtain the optimal combination among them. In this research, the example of measurement table for quality of service developed by Parasuraman, Zeithaml, and Berry can be analyzed by using one of the methods from six sigma management. The company can practically use the result of quality characteristics of service as the reference.
關鍵字Quality;PZB;DMAIC;Six sigma management;VOC;CTQ
語言英文
收錄於
會議性質國際
校內研討會地點淡水校園
研討會時間20090530~20090530
通訊作者
國別中華民國
公開徵稿Y
出版型式紙本
出處Proceedings of the 2009 International Conference in Management Sciences and Decision Making=2009年管理科學與經營決策國際學術研討會論文集, pp.291-295
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