【摘要】 把产品设计的质量功能展开(QFD)方法引入到顾客满意研究中,提出了顾客满意的质量屋模型,该模型从驱动顾客满意的产品质量功能特性角度,围绕质量屋的七大要素,给出了提升顾客满意度的基本方法,最后通过某品牌手机顾客满意评价的实例说明了这种方法的实施过程。更多还原

【Abstract】 This paper introduces Quality Function Deployment (QFD) into the study of customer satisfaction. A Quality House model of customer satisfaction is raised. From the view of production or service’s quality and function, the author described a method focused on the seven factors of Quality House in order to improve customer satisfaction. Finally an example of mobile-phone is given for this method.更多还原