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Research On The Measurement & Evaluation System Of Customer-Satisfaction-Rate Based On 6σQuality Program

Posted on:2005-04-02Degree:MasterType:Thesis
Country:ChinaCandidate:L BaoFull Text:PDF
GTID:2156360122987625Subject:Management Science and Engineering
Abstract/Summary:PDF Full Text Request
With the society fast-growing and the level of people's living raising, the customer requirements to goods and service are getting higher and higher, including not only material requirements but also mental requirements .The market shows more modernized, diversified and individual character. The 6σ quality program is one kind of flexible and comprehensive systematic method. It covers all links of the enterprises' manufacturing and management activities, including marketing investigation, R&D of the goods, supplies management, manufacturing, quality control, cost control, internal management, service, etc.The focus of research in this dissertation concentrates on two aspects: one is 6σ quality program itself, the other is the exploration of the obtainment and evaluation of Customer-Satisfaction-Rate in the 6σ quality program . As an advanced theory of quality management which is rarely known by Chinese enterprises, the spread of the idea of the 6σ quality program still remains in primary stage. The main purpose of this paper is to resolve how to grasp the quintessence of the 6σ quality program and combine this advanced idea with the practice of Chinese enterprises to create more opportunities and benefits for these enterprises. In this thesis, the characteristics of the 6σ quality program has been introduced briefly and compared with ISO9000 and TQM quality management systems. Through comparison, it shows that the 6σ quality program synthesizes the quintessence of many other quality management systems and has more flexibility, participative character and serviceability.Because the 6σ quality program pays the most attention to customer requirements, the concept of Customer-Satisfaction-Rate has been presented in this paper and several kinds of Customer-Satisfaction-Rate index system have been introduced in this paper. On the basis of it, one kind of Customer-Satisfaction-Rate index system based on the 6σ quality program has been put forward for discussion and the multi-level fuzzy evaluation of Customer-Satisfaction-Rate with fuzzy comprehensive evaluation method has been made in this dissertation. Furthermore, the method of raising Customer-Satisfaction-Rate in the 6σ quality program has been posed. In this method, the Hierarchical House of Quality(HHOQ)has been used to obtain customer requirements.Finally, the research of raising Customer-Satisfaction-Rate in the implement process of the 6σ quality program has been done in this thesis. Combined with the practice of enterprise, the Customer-Satisfaction-Rate evaluation index system has been established and the evaluation of Customer-Satisfaction-Rate with fuzzy comprehensive evaluation method has been done. Besides, aimed at the result of the evaluation, the measure of improvement and the handling of dissatisfied result have been advanced.
Keywords/Search Tags:6σ quality program, Customer-Satisfaction-Rate, Customer Requirement, Fuzzy Comprehensive Evaluation, Customer-Satisfaction-Rate Index
PDF Full Text Request
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