高校后勤服务质量保障QFD模型构建研究

Construction of QFD Model for Quality Assurance of Logistics Service in Colleges and Universities

针对需求信息与服务质量保障之间的映射,结合高校后勤服务的特征,在考虑师生对高校后勤服务的需求的多样性等非结构性特质,以及需求要素间的相互影响关系的情况下,运用粗糙层次分析法确定需求的基本重要度并运用决策实验和评价实验进行重要度修正,构建高校后勤服务质量保障QFD模型,测算服务质量保障要素权重,有助于识别与挖掘高校后勤服务质量保障中的重点性措施,提升服务质量。以某高校后勤为实例验证了模型的有效性。

In view of the mapping between demand information and service quality assurance, combined with the characteristics of logistics service in colleges and universities, the rough analytic hierarchy process method is used to determine the basic importance of customer needs, and the decision experiment and evaluation experiment is used for the amendment of the basic importance under the condition of considering the non-structural characteristics such as the diversity of the demand for logistics service between teachers and students and the relationship between the demand factors. The QFD model of logistics service quality assurance in colleges and universities is studied to measure the weight of college rear-service resources. Finally, the model is demonstrated by a university example.