Study On Application Of QFD In The Government Sector ISO9000 Certification

As a feasible way of the government department to improve the quality of public services. ISO9000 international quality standard certification system has been in many domestic and foreign government departments to establish and implement. The customer center, system management, continuous process improvement methods and advanced management concept of ISO9000 can help refine the quality of government departments to promote the standardization of government, institutional and procedural. It is an important way to improve the government's administrative capacity and improve the government image. However. ISO9000 is essentially a standardized management tool that provides a product or service quality benchmark, only a basic framework to build system. And government departments in the implementation of ISO9000 are almost always follow a fixed course of standard procedures, in accordance with the provisions of good qualitative indicators express the gradual implementation of, the implementation is almost completely divorced from the needs of customers.QFD (Quality Function Deployment) is able to exactly transfer the needs of customers into substitute quality characteristics, and ultimately reflected in the quality of products or services, quantitative technical methods. ISO9000 is the solution of what to do, what kind of made the problem, while QFD is a solution specifically how to do and the ways how to do so if we can refer the ISO9000 to QFD implementation process, it will greatly improve actual implementation of ISO9000 effect. This article attempts to apply theories and methods of QFD to the ISO9000 certification in government departments, district offices with Z Dalian government services reform in practice, to find one for government services to improve the quality of the management model, and conduct feasibility studies and analysis, to explore the ideas and methods of improve the quality of government services.This paper describes a total of six sections through the entire research topic. The first chapter presented the background and significance of this study, describes the research objectives and methods:second chapter reviews the theory of ISO9000 and QFD application in the government sector; Chapter three built a government based on QFD House of Quality model:Chapter four QFD house of Quality model will be applied to the case of Dalian Z street, through questionnaires and data analysis to build three QFD house of Quality. ISO9000 certification for the Z street provides corresponding recommendations; Chapter five is the conclusions, limitations and prospects of this study.This study concluded that QFD in service quality management in the enterprise experience can be of service for government departments to provide a new method designed for government departments managed by the shift to service-oriented approach to provide practical, so the theory originated in the business of QFD can complete application to the government sector. In addition. QFD house of quality can provide new quantitative method for government departments'ISO9000 certification, therefore, QFD theory can be used as a new method of ISO9000 certification and new ideas that can help improve the proper implementation of ISO9000 certification.The innovation of the study is that apply the QFD method to the government sector, by building "the Government House of Quality" to promote and improve the government's ISO9000 certification, learn QFD in business management experience, advanced business management to improve the government's departmental quality management system, and implementing standards for the way the government is not appropriate to provide new ideas and methods.