基于质量功能展开的农村零售业服务创新

Research on Service Innovation of Rural Retail Based on QFD

农村零售市场正在成为一些大型连锁超市的目标,农村零售业竞争日益激烈,顾客不但希望零售业提供质量有保证的产品,而且越来越关注整个购物过程中所享受到的服务。为适应顾客需求的不断提高,农村零售业必须不断进行经营创新,改善服务质量。为更好地提高服务水平,提升未来发展潜力,农村零售业经营者必须以顾客需求为导向,不断更新经营理念,做好发展规划,抛弃短期经营思想和做法;引进先进的供应商管理方式,创新供应链管理,通过产业合作,选择质量稳定可靠的供应商,降低进货成本;引进高效先进的技术设施,提高服务效率;完善岗位操作规范,规范服务标准,创新员工管理理念,完善培训制度,提高员工素质、责任心、工作热情,创新员工激励机制,最大程度地调动员工为顾客服务的主动性、积极性。

Rural retail market is becoming the target market of some large chain supermarket; competition in rural retail industry is increasingly fierce; customers not only hope that the retail industry can provide them with products with high quality and guarantee, but also pay more attention to service through the whole shopping process. To adapt to customers＂ requirement, rural retail industry should make innovation in operation and improve service quality. To better improve the service level and improve the potentials of future development, rural retail industry should, first, adhere to the principle of ＂customer-oriented＂, update the idea of operation, do a better job in making out good plan for development and pay more attention to long-term result; second, they should introduce advanced suppliers management pattern, make innovation in supply chain management, and choose the stable suppliers to decrease cost of purchasing; third, they should introduce advanced technology and infrastructure and improve service efficiency; and fourth, they should improve the operation specification, standardize service standard, make innovation in employee management, improve training system, improve the employees＂ quality, responsibilities and working enthusiasm, make innovation in incentive mechanism and improve the employee＇s initiative and enthusiasm to provide customers with service.