摘要
计算顾客需求重要度是QFD(质量功能展开)的第一步,也是最关键的一步,决定产品或服务的整个设计和评价过程。科学地计算顾客需求重要度有助于企业针对性地提高产品或服务质量,从而提升顾客满意度,扩大市场占有率,为企业获取更多的利益。基于QFD理论,结合IT外包服务,整合专家和顾客双视角的数据来源,运用权重概率综合系数法计算IT外包服务基本顾客需求重要度,通过KANO模型得出修正后的重要度,使顾客需求重要度计算方法更加科学。
Determining the importance of customer requirement is the first and the most critical step in QFD , which would affect the design and analysis process of products and services. Computing the importance of customer requirement scientifically is helpful for enterprises to improve products and services more specifically, and as a result, enteiprises could improve customer satisfactions, enlarge their market shares and gain more profits. Based on QFD and taking IT outsourcing service as an example, the article collected data from the perspective of both customers and experts, and calculated the basic importance through the importance and probability comprehensive coefficient method, and the adjusted importance by KANO model, to gain the importance of customer requirement, thus make the computing method of the importance of customer requirement more scientifically.
出处
《当代经济管理》
CSSCI
2016年第9期20-25,共6页
Contemporary Economic Management
基金
河北省自然科学基金项目《服务外包多主体关系中信任的动态演进与作用机制研究》(G2014202106)
