Service Quality Management Based On Six Sigma—A Case Study Of The Institute Of F

Military industry is a huge industry in particular. For the quality of the military industry has a pivotal position. Service quality is an important part of quality. Good service quality and customer confidence is a necessary quality assurance measures. Six Sigma is a management approach aimed at continuous improvement of business processes to achieve customer satisfaction with the business improvement methodology.Through Six Sigma process improvement DMAIC theory, combined with the service issues of Institute F actual cases, will improve service quality of Institute F as research purposes. Application of Six Sigma tools at all stages of the DMAIC process, the Institute F service issues in-depth study:In the Definition phase of Six Sigma DMAIC process, we analyze the current situation and problems of the Institute F after-sales service, and then make the customer needs analysis. Define what indexes we need to determine in the present Six Sigma projectsIn the Measurement and Analysis phase of Sigma DMAIC process, based SEVQUAL service scale, combined with the actual situation F Institute of service, innovative design suitable for military industry and F Institute satisfaction survey. Data depicting the current situation F Institute of Customer Satisfaction. Then AHP right to Satisfaction Index weight was measured to obtain a weight-based theory of weight satisfaction ratings. Finally, the service process of F Institute was analyzed using 5M1 E model to extract service index.In sigma DMAIC Improve and Control phase, according to have been measured and analyzed the two index system, improved model of application of the Kano model, Important factors derived model, QFD Quality of Housing model analysis of key indicators of customer needs and key technical indicators, and according to the characteristics of different models of each index are given to improve and control the direction and suggestions.This innovation of Six Sigma DMAIC improvement model to study the issue of military service in the industry and even manufacturing service issues provides a new analysis Improvement. In the customer satisfaction survey, combined with the actual situation and the characteristics of cases military industries, classical SERVQAL quality scale was improved, abandoned quality expectations theory, the introduction of weight theory, statistics for some inconvenience customer expectations particular industry service quality measurement and analysis put forward new ideas and methods.