Research On Quality Function Deployment In Chinese Commercial Fitness Clubs

The quality of commercial fitness clubs is the degree how the whole club guests work can satisfy customer requirement.In our commercial fitness clubs,it is widespread that service quality is not good or customers always run off,which is very annoyed.And its solution is the answer we are looking for.Customers Requirement is the only way to exploit new products in Quality Function Deployment(QFD).It's from customer requirement to customer satisfaction in order to improve service quality.When famous Japanese quality management expert Yoji Akao began to research in 1960s, QFD has been paid much attention in the academic circles of quality in the world,and has become one of the core techniques of quality engineering.Now it plays very important role in the quality management subject.At first in this dissertation,the author analyzes the condition of research about the theory and application of QFD and service quality on commercial fitness clubs at home and abroad.Then the author analyzes the application of QFD in Chinese commercial fitness clubs and builds its using models.Because combining the QFD which comes from another industry and Chinese commercialfitness clubs inevitably need to adjust,there is Potential Failure Mode and Effects Analysis to avoid programming troubles in the early period,and Chief Component Analysis which is used to analyze customer requirement and rebuild House of Quality(HoQ) to avoid the complex troubles from huge matrix.When these are solved,the author builds the final QFD application model and makes a stimulation analysis in the medium-sized commercial fitness clubs of Nanjing.At last,the author gives conclusion and advice of this dissertation.The aim is finding new theory for Chinese fitness athletic clubs to improve their service quality,building customer requirement models and QFD application models in Chinese commercial fitness clubs in this dissertation.Because of the disadvantage of QFD,HoQ is rebuilt by Potential Failure Mode and Effects Analysis and Chief Component Analysis, and customer requirement stimulation analysis of QFD in a real club is made too.This dissertation can help widening and expanding QFD,and promoting its spread and application.Meanwhile,this dissertation can also bring new idea to the research about customer requirement and service quality, and promote sustainable development of Chinese commercial fitness clubs.