The Service Quality Assessment And Application Of Management Consulting Based On Fuzzy Mathematics

As the integration into the global economy is speed up and the competition in the international market is intensified, the corporations are required to participate in the market at a higher level. Then consultation of the specialized and professional management consulting institutions and careermen is been the most effective approach as a capacity to enhance the overall competitiveness. Due to the rapid growth in demand over the past two decade, the annual growth rate of global management consulting industry is twenty percent to thirty percent. At the same time, the quality of service is more and more concerned about. It will be the most important competitive factor in future.In this article, customer-perceived service quality model and several evaluation methods of service quality are used as theoretical foundation. Based on the signification of management consulting industry and the character of evaluation, Delphi method and Analytic Hierarchy Process (AHP) are combined to determine the weight of the main and sub-layer factors. The service quality model of management consulting is established by using the approach of fuzzy comprehensive evaluation. Than the model is applied to XX Company to evaluate its service quality.The paper is organized as follows. Firstly, the background of service quality is introduced. Analyzing the condition and trend of management consulting industry of domestic and international, the necessity of building the evaluation methods of service quality is clarified.Secondly, several theories about evaluation of service quality are show. The concept of service quality and its constituent elements are also given to analysis and compare the three general methods of evaluation of service quality. Their deficiency can be pointed out during the process. Then the service quality model of management consulting is built up. Integrating the advantages of general methods, it use fuzzy comprehensive evaluation to solve the problem.Finally, the model is applied to XX Company to evaluate its service quality. Questionnaires are designed and distributed to customers. According to survey results, we use the method to evaluate the service quality of the company. Then the results of evaluation are analyzed. At the end, the direction and emphases should be considered during working in future.