一种基于QFD的质量改进与顾客互动机制

A Customer-Enterprise Interacting Mechanism Based on QFD for the Quality-Improvement

当前要有效推行质量改进工作,必须正确处理好质量改进与顾客需求、顾客满意的关系,其中一种有效方法就是建立质量改进与顾客互动机制,通过质量改进和有效互动挖掘、引导顾客需求,提高顾客满意度,以实现企业和顾客的共同进步。企业可以借助质量功能展开(QFD)这一工具,建立"互动质量屋"(IHOQ),明确顾客需求、顾客满意与质量改进中需改进的工艺特征、过程之间的对应关系,并通过瀑布式分解方式,保证将来自顾客的需求和顾客满意度的反馈,精确地转移到质量改进的各个阶段中去,为管理者对质量作出正确决策和采取有效互动措施提供支持,以更好地指导企业建立互动体系,提高质量改进的效率和有效性。

To carry out the quality-improvement effectively, the enterprises must correctly handle relationship among the quality-improvement, customer requirement and customer satisfaction .One of the effective way is to build the customer-enterprise interacting mechanism for the quality-improvement, that is,to make customers more satisfied and to realize the joint progress of both enterprise and customer by tapping and guiding customer requirements through the quality-improvement and effective interaction.As a good tool,the Quality-Function-Deployment(QFD) could be used to establish the Interacting-House-Of-Quality(IHOQ) in order to make clear the corresponding relationship among customer requirement,customer satisfaction and the technological requirements in the quality-improvement.And,the waterfall flow method can transfer the feedback of customer requirement and customer satisfaction to the stages of quality-improvement accurately.It will provide the support for the managers to make correct decision and take effective measures of interaction,and direct manufacturing enterprises to establish the interacting mechanism and raise the effectiveness and efficiency of the quality-improvement.