顾客需求在QFD中地位的顾客满意度建模方法

A Modeling Method of Customer Satisfaction Degree Based on the Position of Customer's Requirement in QFD

为了客观的识别顾客需求,有效的获取顾客满意度,以质量功能展开(Quality Function Deployment,QFD)中顾客需求为研究对象,运用了层次分析法(Analytic Hierarchy Process,AHP)与QFD结合的方法,建立了AHP-CS模型,对顾客需求进行了定量识别,获得了顾客满意度.并以航天某公司为实例,对其顾客满意度测算公式做了修正,进而能够提高对QFD的后续工作的质量.

This paper takes customers＇ requirements in QFD（Quality Function Deployment）as an object of the study,with the aim of identifying customer needs objectively and obtaining customer satisfaction degree efficiently.By combining AHP（analytic hierarchy process） with QFD,an AHP-CS model is set up to identify customer demands quanfitatively.Consequently customer satisfaction degree is obtained.Taking a company under an aerospace group as an example,the evaluation formula of customer satisfaction degree has been revised,which improves the quality of the following work of QFD.