QFD在企业过程优化中的应用

The application of QFD in business process improvement

经济的全球化和竞争的激烈化迫使企业从根本上重新思考企业过程．在实施企业过程优化（ＢＰＩ）过程中，如何综合考虑过程的顾客需求和其它运营要求，确定出优化的重点环节，保证优化目标的实现，这是一个非常重要的问题．本文试图将质量功能配置（ＱＦＤ）运用到企业过程优化中，用于进行过程需求分析、确定优化重点环节．文章不仅详细介绍了在企业过程优化中运用ＱＦＤ 的框架和步骤，而且结合一个案例来具体说明ＱＦＤ 在企业过程优化中的应用，最后还总结了ＱＦＤ 的局限性．本文阐述的方法可操作性强，对指导企业实施企业过程优化具有非常重要的意义．

It is a very important issue in business process improvement (BPI) to consider both customer and operation's need, identify crux of the whole process to improve, and insure the achievement. In this thesis, quality functional deployment (QFD) is employed to help to analyze and identify crucial process in BPI. A guide framework in BPI has been presented to answer the question what is the use of QFD in each BPI steps. Detail phases of QFD have been discussed in the context of BPI. This gives a feasible solution of how to deploy QFD in BPI. To show the feasibility of QFD, a real case is also reviewed in the paper. Actual data and house of quality related to the case are shown and analyzed. The case gives a good example of how QFD framework and measures discussed above can apply in a procurement process. At last limitations and three remaining problems of QFD in BPI is evaluated to point out the further study in this field.