基于平衡计分卡和模糊层次评判法的高职院校实训设备售后服务评价体系研究

A Study of Evaluation System for After-sales Service of High Vocational Colleges Training Equipments Based on BSC and Fuzzy AHP Comprehensive Evaluation

高职院校的实训设备一方面是进行实践教学的实验仪器，另一方面还是生产性实训的生产机器。本文构建了一种高职院校实训设备售后服务评价体系，通过建立平衡计分卡确定评价指标，依靠专家和客户评分确定各项服务指标的权重，用模糊层次综合评判法评估服务质量，评价结果从宏观和微观层面发现售后服务中的问题，为进一步的服务流程优化提供依据，以保证高职院校实训设备的稳定可靠运行。

High vocational colleges training equipments are not only the experimental instrument but also the production machines of productive practice. This paper builds up a evaluation system for after-sales service of high vocational colleges training equipments, chooses indicators through Balanced Score Card, weights each indicator by experts and customers, assesses the after-sales service quality using Fuzzy AHP comprehensive evaluation model. Results of evaluation find the existed issues in the after-sales service both at micro or macro level, reform or regenerate the service process accordingly, ensure the stability of high vocational colleges training equipments reliable operation.