QFD在连锁超市配送服务质量保证中的应用研究

Research on Application of QFD in Supermarket Chain Distribution Service Quality Assurance

以A连锁超市为研究对象,识别配送服务质量需求,利用QFD技术将配送质量需求向配送技术指标进行映射。结果表明,"配送车辆状态良好T1"及"配送管理软件完善T3"为关键质量技术指标;再将配送技术指标向技术保证措施进行映射,结果表明,该连锁超市配送中心需合理车辆调度、外租冷藏车辆以实现门店配送服务质量提升。

Take the A supermarket chain as an example, identify the requirements of distribution serviee quality, and then shine them upon the distribution technology index. The results show that the index T1 ＂the vehicle in good condition＂ and T3 ＂perfection of distribution management software＂ are the key quality index; then shine the distribution technology indicators upon the technical assurance measures, results show that the distribution center of supermarket chain needs reasonable vehicle scheduling, refrigerated vehicles in order to achieve the delivery quality improvement of stores.