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, Taipei：Tamkang 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 en
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 TWN
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
相關連結

機構典藏連結 ( http://tkuir.lib.tku.edu.tw:8080/dspace/handle/987654321/66903 )

機構典藏連結
SDGS 產業創新與基礎設施