质量机能展开(QFD)在饭店质量管理中的扩展应用模式

Quality Function Deployment(QFD): an Extended Framework for Hotel Service Quality Management

首先对饭店服务质量机能展开(Hotel Service Quality Function Deployment,HSQFD)的概念进行了分析,其次阐述了饭店服务质量屋(House of Hotel Service Quality,HHSQ)及其构建步骤,最后以某饭店餐饮部为例对HSQFD的组织实施进行了分析。

This paper analyses the conception of Hotel Service Quality Function Deployment（HSQFD）, House of Hotel Service Quality（HHSQ） and its construction, organizing ＆ implementing o[ HSQFD. The process of developing the HHSQ includes six steps ： Identifying hotel customer needs, hotel service quality planning and competitors assessment, devlopming hotel service design/management requirements, prioritizing hotel service design/management requirements, constructing the relationship matrix between customer needs and hotel service design/management requirements, and determining interactions between pairs of hotel service design/management requirements.