Interactive Mechanism Between Quality-Improvement And Customer In Manufacturing Enterprises

With the market competition getting more and more severe, meeting customer requirements and satisfying customers through quality-improvement are the basis of an enterprise's development. However, the quality-improvement of manufacturing enterprises in our country still remains at the passive level of customer-oriented. Based on the basis of the analysis of the theories about quality-improvement, customer requirement, customer satisfaction and the analysis of the situation of manufacturing enterprises in our country, a new concept is put forward in this thesis. That is Interactive Mechanism Between Quality-Improvement And Customer. Besides, the research about the establishment of this interactive mechanism's model and the accomplishment in manufacturing enterprises has been done in this paper. The main idea of this thesis is that the quality-improvement of manufacturing enterprises should not only be based on customer-oriented theory but also try to tap and guide the customer requirements, including the hidden requirements and the latent requirements. That is, the enterprise should build the Interactive Mechanism Between Quality-Improvement And Customer. This Interactive Mechanism can raise the effective and efficiency of the quality-improvement , make customers more satisfied and loyal, and make the enterprise more active in the market competition. To make this argument clear, the intension of this interactive mechanism s expounded in this thesis. This interactive mechanism is a kind of new quality- management idea firstly and emphasizes the customer-focus interact, whole- organization interact, whole-process interact, active interact, mutually beneficial (win- win) interact and continual interact. And then its theoretical foundation and essentiality are analyzed. According to the definition and intension of this mechanism, the mathematical model has been built with the matrix alternation and fuzzy-set theory. This model being made up of alternation sub-model, quality-improvement sub-model and feedback sub- model reveals the internal interactive relationship between the quality-improvement and customer-requirement, customer-satisfaction. Based on the basis of this m~ithematical model, a method based on Quality- Function-Deployment (QFD) is posed to realize this interactive mechanism so that the manufacturing enterprises can make it use of aiding to make decision. Also, the concept of Interact House of Quality is advanced and a model of this Interactive Mechanism based on QFD is built to direct manufacturing enterprises to establish and implement the mechanism. Finally, the application of this Interactive Mechanism in manufacturing enterprises has been studied in this dissertation. Combined with the sampling investigation of above 6,000 manufacturing enterprises of Baoan District in Shenzhen City and the practice in two enterprises, the concepts of Marginal-Improvement- Satisfaction-Rate, Interact-Degree and Four-Combination-Principle are proposed. It is recommended that the enterprise should set up the Interact-Idea, establish the Interact- Strategy, Interact-Culture, Interact-Organization, and realize this interactive mechanism through PDCA loop. At last, some specific tactics in this interactive mechanism are discussed.