摘要
针对民用飞机客户服务中心的客户服务体系,根据成熟度模型(Capability Maturity Model,CMM)的基本思想,从工程技术支持、市场与客户支援、航材支援、飞行培训和技术出版物等5大方面入手,建立民用飞机客户服务体系的成熟度模型,提出其能力成熟度综合评价方法。通过参考中国商飞开展的客户服务满意度调查问卷结果,并融合专家意见确定的权重值,利用多层次模糊综合评价方法,对中国商飞客户服务中心现有的客户服务体系进行成熟度等级评价,明确其目前所处的成熟度层级,并提出持续改进的建议。
According to the basic ideas of the Capability Maturity Model （CMM）, the Maturity Model for civil aircraft customer service system was established on ifve big aspects： the engineering and technical support, marketing and customer support, spare parts support, flight training, technical publications, and so on. Then, Capability Maturity comprehensive evaluation method was given. With the survey results airlines of customer service satisfaction, and weights which were determined by expert advice, using the multi-level fuzzy comprehensive evaluation method , maturity level on the actual customer service system for comac＆#39;s customer service center are evaluated, making the current maturity level of clear and continuous improvement Suggestions are put forward.
出处
《航空科学技术》
2014年第5期84-88,共5页
Aeronautical Science & Technology
关键词
民用飞机
客户服务体系
成熟度
多层次模糊评价方法
civil aircraft
customer service system
capability maturity
multi-level fuzzy evaluation method
