Customer Satisfaction Evaluation Of CNC Machine Tools Based On User Perspective

Today, the development of CNC machine tool industry is an important indicator of a nation's industrial complex development; it is the pillar and basic industry of the national economy. Meanwhile, Human society has gradually entered the service-oriented economy; the quality competition is the essence competition as China entry into WTO. Quality management has changed from single product quality management activities to integrated business management activities; measure of quality management has changed from the test of corporate compliance and suitability to the test of customer satisfaction. Through evaluating the customer satisfaction index of CNC machine tools at home and abroad, this paper aims at finding the gap and shortcomings between domestic CNC machine tool industry and abroad, then to give a quality improvement direction to enhance customer satisfaction of domestic CNC machine tool industry."Customer Satisfaction"has been researched over ten years in many developed countries but short time in our country. At the same time, our research mainly focused on some foreign research, especially to the CNC machine tools'customer satisfaction theory and it is still relatively small which is suitable for China's research. Furthermore, more researches are enterprise-based perspective and fewer customers'needs consideration. This paper aims at evaluate customer satisfaction of CNC machine tools from the user perspective. This method starts from customer user experience and characteristic and provides new perspective to the research of CNC machine tools'customer satisfaction, breaking the previously method which only from a business point of view. Therefore, based on the requirements of ISO/DIS9000 international standardization, this dissertation researches the customer satisfaction of CNC machine tools. The research work is related with major national science and technology projects""the high grade CNC machine tools and basic manufacturing equipment"-reliability design and performance test technology on high-speed/precision CNC machine tools. Considering the actual conditions of domestic manufacturers of CNC machine tools, this paper researches the customer satisfaction theory and its application, proposes a suit of customer satisfaction evaluating system.The establishment of customer satisfaction questionnaire of CNC machine tools in this paper is based on ACSI index, CNC machine tool industry character and the author's multiple communications with the machine tools users. Likert five-scale method is adopted to achieve quantitative transformation of questionnaire indicators for the further statistical analysis. Finally, the feasibility of customer satisfaction questionnaires of CNC machine tools is confirmed and the evaluation model of customer-based perspective for CNC machine tools'customer satisfaction is established.This questionnaire has designed six third-level indicators, nineteen forth-level indicators, and using geometric mean method combined entropy method with AHP to determine the index of evaluation indicators, in order to further statistic Customer Satisfaction Index of CNC machine tools both at home and abroad. The weights are determined by using subjective and objective methods,so the result can improve the relative stability and representativeness.Use data measurement, DEA method, and theory of matter-element extension to compare the customer satisfaction indicator of CNC machine tools both at home and abroad. Find out the gap between them. Then to evaluate overall satisfaction degree and each index's satisfaction degree of CNC machine tools, compare and analyze the specific index value and combine the result from DEA model to focus on the gap analysis. The paper establishes the rating evaluation matter-element model of CNC machine tools customer satisfaction. The model shows the level of CNC machine tools customer satisfaction by quantitative value. And the model make full use of the information got by subjective weighting method and the objective weighting method. The extension correlation function make the multicriteria evaluation of CNC machine tools customer satisfaction more accurate. The conclusion got by extensional matter- element model is that the level of customer satisfaction of domestic CNC machine tools is middle satisfied, and the level of abroad CNC machine tools is satisfied. The paper combines grey statistics with DEA by qualitative and quantitative method, then the weight can be avoided . Finally we get the comprehensive evaluation value on CNC machine tools customer satisfaction, and the result is more accurate.Fuzzy comprehensive evaluation method is used to calculate the Customer Satisfaction Index of CNC machine tools, and domestic CNC machine tools got 74.718 score and CNC machine tools abroad got 85.321 score. Customer satisfaction level of domestic CNC machine tools is middle satisfied which has a large gap to the customer satisfaction level of abroad satisfied. This result is identical to the value calculated by the DEA model and matter-element extension model.The results show that in third-level indicators the gap between domestic and abroad CNC machine tools lies in technical performance, reliability and human design, and the foreign machine is leading the best in all these three aspects. In the economy performance, service performance, domestic CNC machine tools is leading the best. There is not large gap with respect to delivery. In forth-level indicators the order of the gap between domestic and abroad is positioning accuracy, the working precision, accuracy preservation, exterior structural design, environmental friendliness, work surfaces and control panel design, safety, MTTR, MTBF, attachment support, data integrity and delivery timeliness. Besides, in the area of acquisition cost, service, security and maintenance costs, deal with the problem in a timely manner, the use of fees, consulting and training, objection handling domestic machine tools are better than the foreign machine. Finally, use quarter of map to find out the area which is urgent to be improved of domestic CNC machine tool.According to the analysis result of customer satisfaction measurement of CNC machine tools, this paper has point out the key indicators restricting the customer satisfaction of domestic CNC machine. The research in this paper has found that domestic CNC machine tools are much better than the abroad in the area of service, the economy. It is suggest that for domestic manufacturers of CNC machine tools should from products'quality aspect to improve our shortcomings, that is to say, the low credibility, poor precision and precision maintenance to make customer satisfaction enhanced measurement. This paper researches customer satisfaction enhanced measurement of domestic CNC machine tools and tracking research program to enhance the users of CNC machine tools from the "customer satisfaction" to "customer loyalty".