Customer Satisfaction Implementation Decision Based On QFD

With human society entering service economy era, the competitive threat of service enterprises in our country is quality competence after China attended WTO. Quality management has been improved from the isolated product quality management to comprehensive enterprise management, and the subject and pattern of quality evaluation were transferred from the test of enterprise index to experience apperceive of customer. It is very essential to research a set of scientific management tactics and technology measures implementing the continuous improvement of service quality.With the condition of the economical globalization and service strategy, This article is about how to build up three Sub-CS strategy chamber (CS demand chamber, CS planning chamber and CS implementation chamber). It focuses on the analysis and test on the influence of customer satisfaction, optimization of customer demand, direction of CS strategy implementation and decision aim. It raises a series of method of continuously improved mechanism, about the service system, organization, flow and culture inside enterprises, motivated by customer satisfaction. Meanwhile, it carries out case study on the telecommunication enterprises. So this article makes some achievement in theory and can be reference in practices. It mainly works on the following four aspects:Firstly, Research on the concept and structure of the function allocation of CS strategy. The idea of CS firstly appeared in mid-1980's. It proposed that custoemer satisfaction shall be the center of all business activities of an enterprise. Therefore, it initiated a new era of "Service Economy". Now it has become the market competition strategy that highly valued by domestic and overseas enterprises. Presently the research literatures in this area mostly focus on the concept research on CS strategy and QFD method as well as the consistency analysis on the macroscopical level, while lacking feasible instructive frame. Especially it lacks the concrete and thorough research on CS strategy-motivated customer satisfaction test, target optimization, strategy implementation and other key parts. This article carries out systems analysis on CS strategy idea and QFD strategy mode. It presents firstly the concept of CSFD (Customer Satisfaction Functions Disposition)and elaborates the building, as well as the outspread route of its functions, of CS strategy system chamber. As a result, CS strategy becomes more practicable. Secondly, Research on the mode of Evaluation & monitoring of the quality of customer perception. Measuring of service quality is the beginning of the implementation of CS strategy. Meanwhile, it drives the enterprises to carry out customer-oriented transforms. One of the biggest features of service economy is "customer experience". While perception has the feature of obvious uncertainty and dynamic. Some scholars present different method and means of evaluation of the quality of perception. However, they lack quantitative research on the combination of the life period of products, the life period of customer experience and the factors of effecting the quality of perception. Especially they lack the research on dynamic monitoring of service quality. This article takes telecommunication enterprise as an example: â‘ present firstly extended difference mode (adding the difference analysis between suppliers and competitors as well as among abilities of suppliers)and make qualitative analysis on factors affecting customer satisfaction â‘¡build three-D (evaluation index, customer and operation period)gray collective evaluation mode and calculate gray evaluation value of the quality of customer perception â‘¢firstly take the comprehensive evaluation value as the sample of service quality control, refer to the principle of product quality control chart and discuss the management way of dynamic monitoring of service quality.Thirdly, Research on the mode of optimization of expected value of customer satisfaction. How to make certain the value of decision target of CS demand is a complicated de...