Application Of QFD In Service Domain Of Property Management

Property management, a kind of synthetic service, has appeared with the economic development and housing reform for about 20 years and obtained excellent performance. But there are many problems arising—that is to say, property management firms are not optimistic because of their inadequate operation. There are two reasons about this, on the side of the coin, property management belongs to new type of industry resulting in unclear service standard and content, on the other side of the coin, the nature of multi-functional synthetic service makes it be difficult to raise the quality of property management. Consequently, current property management does not meet all customers. In order to solve above problems, this thesis tries QFD (Quality Function Deployment), a sort of tool of designing service production, to complement the production of management service. QFD not only takes advantage of Quality House, a kind of system tool, to sum up the customer requirement and find some relative measures, but also analyzes the importance of these measures by virtue of the different importance of customer requirement to determine what the key work in meeting customer requirement is.For customers, since many differences existing on economic level, social status, etc. results in different levels of property management requirement, measures should be established by different importance. Therefore, to maximize the satisfactory degree of customers, propertymanagement companies have to obey the consequence of QFD to meet different levels of customer requirement.There are many new ideas in this thesis, such as analyzing the present situation of property management industry in the world, comparing the nature of service quality and methods of quality management, trying to introduce QFD into property management, constructing QUALITY HOUSE of. management service, studying how to use QFD to improve the level of property management, carrying out QFD in the area of property management, and so on.In general, this thesis affords firms effective tools of designing and complementing quality, and finds a feasible path to solve many kinds of problem in property management..