Study On The Optimization Of Catering Takeaway Service Quality In C University

Along with the rapid development of catering takeaway in recent years,it is becoming normal that people order the takeaway food online to fulfill their stomach during the meal time.Student groups is an important part of the food takeaway market.While this group enjoying a more convenient service,they also have to endured the emerging problems in the industry.Part of the catering business using extensive management,ignoring the impact of customer experience problems,resulting in reduced food takeaway orders and lower income.It can be seen,it is crucial to find the key factors affecting the quality of catering takeaway services and optimize it to promote the long-term food takeaway business.The principle of Design of Six Sigma is to optimize the product or service quality with a reasonable process.It improves the customer's satisfaction by applying IDDOV process in the product or service design stage.IDDOV represents identify,define,develop,optimize and verify.After reviewing and summarizing the relevant literatures from different scholars,based on the service quality theory and the Design of Six Sigma theory,the author constructs the optimization framework of the service quality of the catering takeaway service.According to the IDDOV process,the optimization of the service quality of catering takeaway service in C university is studied.First,through the investigation and analysis of catering takeaway services around C university.Then based on the survey data,we figured out the main problems of catering takeaway service quality in C university.Second,using the QFD to identify the key quality characteristics of catering takeaway service.Third,the FMEA method was used to analyze the key quality characteristics.And then use the Taguchi robust design method to optimize the design of the failure factor.At last,verify the effect of the optimization design by using the verification test method.The innovation of this paper is mainly to combine the service quality theory with the Design of Six Sigma theory,and constructed the optimization framework of the service quality of catering takeaway.Combining QFD,FMEA and Taguchi robust design is used to optimize the quality of catering takeaway service,which fills the theory field of research vacancies.The study of this paper can not only provide areference for the quality of service provided by catering takeaway business,but also can be used in other fields such as convenient store,fruit store,bakery and drugs store in the new situation of Internet with similar distribution Quality of service to provide optimization ideas.