Research And Implementation On Customer Satisfaction Measuring For Manufacturing Enterprise

Today customer requirements become more and more variety and changeable in the economic integration of the whole world and the ever-changing market environment. To provide individualized products and service for customer is a major trend in economic development. How to produce customer satisfied product, how to get the customer's evaluation for product and service, is regarded by executive in difference industry more and more. Measure customer satisfaction is a important way to obtain the customer demands and customer evaluations.With the support from the key science and technology project of ZhejiangProvince------the research of product design and production management system forquick response customer demand and the application in auto parts industry. We take an integrated research on the aspects of customer satisfaction measuring and customer satisfaction data using for manufacturing enterprise from the requirement of auto parts industry. The main contributions of the thesis consist of the following parts:In the 1^st chapter, the research background of this thesis is described. The correlation conceptions of customer satisfaction are analyzed and the recent researches are reviewed. The main content and structure of this thesis are given in the end of the chapter.In the 2^nd chapter, several relations of customer satisfaction for manufacturing enterprise are studied from the product full life cycle viewpoint. The relations of quality management and quality improvement and product design with customer satisfaction are discussed in detail. These studies give a theory basis for customer satisfaction measuring.In the 3^rd chapter, the methods of customer satisfaction measuring for manufacturing enterprise are studied in detail. Two kinds of customer satisfaction measuring method are proposed, a customer satisfaction measurement procedure is given, the customer satisfaction measure models are analyzed, quantitative implementation of the two methods is deeply studied. The analysis of the result of customer measure and the influence factor for customer satisfaction is studied in the end of the chapter.In the 4^th chapter, apply the two kinds of customer satisfaction measuring method in the auto parts manufacturing industry. The quantitative criteria system of the two kinds of customer satisfaction is set up. One kind of measuring criteria from the product full life cycle view is set up and a demonstration analyses is given. A closed loop method for monitoring customer satisfaction is given in the end of the chapter.In the 5^th chapter, a customer satisfaction evaluation system is designed and...