A Study Of Service Quality Management Analysis By QFD

Quality Function Deployment (QFD) is a structured approach to defining customer needs or requirements and translating them into specific plans to produce products to meet those needs. Then, set products concepts or technology to overcome these potential tradeoffs or consider the tradeoffs in establishing target values. This research evaluates the quality performance and service quality of Taiwan high-technology trade industry and provides suggestions to improve the service quality.The Taiwan high-technology trade industry is the study case. The research purpose is to establish the service quality evaluated model for Taiwan high-technology trade industry and to extract service quality items from the model. Them, use QFD to probe customers'needs."Voice of the customer"is the term to describe these stated and unstated customer needs or requirements. The research translated"Voice of the customer"in a product planning matrix or"house of quality"and increases the industry competitive strategy.