【摘要】 按照系统工程的AHP法,建立某航空维修公司QTM系统的层次结构模型,并建立方案判断矩阵。某航空维修企业全面质量指标权重的大小排序为:外部质量损失率0.47>顾客满意度0.36>内部质量损失率0.10>索赔率0.04>返修率0.03>一次检修成功率0.02>采购件退库率0.0,且一致性检验均是满意的。这说明,外部质量损失率、顾客满意度对全面质量水平影响较大。这个结果是符合以顾客为中心的质量管理的基本指导思想,更多还原

【Abstract】 According to AHP(Analytic hierarchy process) method,the analytic hierarchy model,as well as the estimation matrix,is built.With the weight of the company quality,the exterior quality loss 0.47> the customer contentment degree 0.36> the interior quality loss 0.10> the counterclaim 0.04> the return ratio 0.03> the once repairing success-ratio 0.02> the withdrawing ratio0.0,it is found that the consistency estimation for the QTM(Quality trace & management)system for the company is satisfied,which implies that the exterior quality loss and the customer contentment degree have larger effect on the whole quality.The result also agrees with the concept of customer-centered quality trace & management.更多还原