摘要
以顾客满意为导向进行质量成本管理,是当今企业质量成本管理的重要课题。从顾客满意出发,在深入探索质量成本影响因素的基础上,利用系统动力学原理构建了质量成本模型,将顾客满意与质量成本的关系在一张"地图"中直观地演绎出来。最后通过仿真技术验证了模型的有效性。文中的研究为企业有效地实施质量成本控制提供了一条新途径。
Taking customer satisfaction as guidance is an important factor in today's enterprise quality cost management.This paper depicts the relation between customer satisfaction and quality cost in a visual way,by establishing quality cost model with System Dynamics after deep analysis on customer satisfaction and influential factors of quality cost.Finally,the effectiveness of the model is verified by using simulation technology.This research provides a new method for enterprise to implement quality cost control in an effective manner.
出处
《系统工程》
CSSCI
CSCD
北大核心
2015年第1期74-80,共7页
Systems Engineering
基金
教育部人文社会科学研究规划项目(10YJA630027)
关键词
质量成本
顾客满意
质量成本控制
系统动力学
Quality Cost
Customer Satisfaction
Quality Cost Control
System Dynamics
