The profitability of the system product is decided on the sales of the product. Furthermore, a customer satisfaction for products quality and a price have a big influence on the sales of the product. It spends limited...The profitability of the system product is decided on the sales of the product. Furthermore, a customer satisfaction for products quality and a price have a big influence on the sales of the product. It spends limited financial resources effectively to raise the profitability of the system product, and it is necessary to realize the high quality product correspond to the customer needs as much as possible. There may be close relationship between cost of a product and an expense to implement the individual inherent attribute of system product. For the purpose of improvement of the customer satisfaction for quality of system product, the method of quantitative quality requirement and evaluation based on the ISO/IEC9126 quality model that includes six quality characteristics is widely recognized. However, independency among each quality characteristic has not been sure and the suitability of method for quality requirement of system product by using these six quality characteristics could not certified statistically. In the precedent study, introduced the requirements definition method for the quality of system product based on the system quality model defined in ISO/IEC9126 and proposed the effectiveness of it statistically. This study have measured the customer satisfaction for the system quality from the viewpoint of six quality characteristics quantitatively and confirmed the effectiveness of the technique to evaluate. In this study, we have confirmed the relationship between inherent attributes of the product and quantitative result of a measured value of total customer satisfaction from the view point of six quality characteristics statistically. This study performed the trial to clarify the relations with the inherent attributes that quantitative result of a measurement of the customer satisfaction based on six quality characteristics by the quality model of ISO/IEC9126. In addition, this study performed the development of the prediction model to estimate the total customer satisfaction for the system product from the view point of inherent attribute of the product. In this paper, we propose the effectiveness of application of the estimated prediction model and possibility of improvement of the total customer satisfaction of a system product.展开更多
Objective To study the effect of quality control circle(QCC)activities on customer satisfaction of retail pharmacies so as to improve the level of customer management.Methods After choosing the theme of improving cust...Objective To study the effect of quality control circle(QCC)activities on customer satisfaction of retail pharmacies so as to improve the level of customer management.Methods After choosing the theme of improving customer satisfaction research(CSR)in pharmacies,Gantt chart,questionnaire,fishbone diagram and other tools were applied in the“endeavor circle”to find out the factors affecting the theme.Then corresponding countermeasures were made and implemented to verify them in different stages.Meanwhile,the radar map and other technologies were used to compare the changes of CSR and circle members’growth before and after the activities.Results and Conclusion Sales clerk’s lack of drug knowledge,serious shortage of drugs,incapability of establishing a good relationship with customers and the lack of after-sales service were identified as the main factors.After implementing corresponding countermeasures,the target achievement rate was 116.12%,and the progress rate was 19.02%.Besides,customer satisfaction increased from 79.54%to 94.67%and the team growth value of circle members increased from 3.29 to 5.83,with significant tangible and intangible effects.QCC activities in retail pharmacies can not only standardize pharmaceutical service mode,but also improve the overall competence of sales clerks.The key factors and management methods for CSR improvement obtained from QCC activities will provide reference for the customer management of retail pharmacies.展开更多
For the purpose of improvement of the sales, confirming the influence of price to the sales and customer satisfaction of the product is important. The most suitable price should be determined from the view point of cu...For the purpose of improvement of the sales, confirming the influence of price to the sales and customer satisfaction of the product is important. The most suitable price should be determined from the view point of customers, and it is extremely important to implement a high quality product corresponding to the real need of customers. It may have close relationship between cost and an expense to implement the individual inherent attribute of system product. Also, it may have close relationship between production cost and price of product. For the purpose of improvement of the customer satisfaction for quality of system product, the method of quantitative quality requirement and evaluation based on the ISO/IEC9126 quality model that includes six quality characteristics is widely recognized. In the precedent study, I have introduced the requirements definition method for the quality of system product based on the system quality model defined in ISO/IEC9126 and proposed the effectiveness of it statistically. In the previous study, I have also confirmed the relationship between inherent attributes of the product and quantitative result of the measured value of total customer satisfaction from the view point of six quality characteristics statistically. I performed the development of the prediction model to estimate the total customer satisfaction for the system product from the view point of inherent attribute of the product. And, I have proposed the effectiveness of application of the estimated prediction model and possibility of improvement of the total customer satisfaction of a system product. Based on the result of previous study, in this paper, I propose the result of investigation of influence of price to customer satisfaction, and the possibility of application of estimated prediction model for improvement of the total customer satisfaction of system product based on the price of product. Also, based on the result of investigation of relationship among price and inherent attributes of product, I propose the possibility of application of estimated prediction model and improvement of the price of system product from the view point of inherent attributes of product.展开更多
文摘The profitability of the system product is decided on the sales of the product. Furthermore, a customer satisfaction for products quality and a price have a big influence on the sales of the product. It spends limited financial resources effectively to raise the profitability of the system product, and it is necessary to realize the high quality product correspond to the customer needs as much as possible. There may be close relationship between cost of a product and an expense to implement the individual inherent attribute of system product. For the purpose of improvement of the customer satisfaction for quality of system product, the method of quantitative quality requirement and evaluation based on the ISO/IEC9126 quality model that includes six quality characteristics is widely recognized. However, independency among each quality characteristic has not been sure and the suitability of method for quality requirement of system product by using these six quality characteristics could not certified statistically. In the precedent study, introduced the requirements definition method for the quality of system product based on the system quality model defined in ISO/IEC9126 and proposed the effectiveness of it statistically. This study have measured the customer satisfaction for the system quality from the viewpoint of six quality characteristics quantitatively and confirmed the effectiveness of the technique to evaluate. In this study, we have confirmed the relationship between inherent attributes of the product and quantitative result of a measured value of total customer satisfaction from the view point of six quality characteristics statistically. This study performed the trial to clarify the relations with the inherent attributes that quantitative result of a measurement of the customer satisfaction based on six quality characteristics by the quality model of ISO/IEC9126. In addition, this study performed the development of the prediction model to estimate the total customer satisfaction for the system product from the view point of inherent attribute of the product. In this paper, we propose the effectiveness of application of the estimated prediction model and possibility of improvement of the total customer satisfaction of a system product.
基金General projects of social science planning fund of Liaoning Province:“Boost healthy Liaoning-Research on collaboration of industry-university-research in pharmaceutical quality control circle”.No.L19BGL034。
文摘Objective To study the effect of quality control circle(QCC)activities on customer satisfaction of retail pharmacies so as to improve the level of customer management.Methods After choosing the theme of improving customer satisfaction research(CSR)in pharmacies,Gantt chart,questionnaire,fishbone diagram and other tools were applied in the“endeavor circle”to find out the factors affecting the theme.Then corresponding countermeasures were made and implemented to verify them in different stages.Meanwhile,the radar map and other technologies were used to compare the changes of CSR and circle members’growth before and after the activities.Results and Conclusion Sales clerk’s lack of drug knowledge,serious shortage of drugs,incapability of establishing a good relationship with customers and the lack of after-sales service were identified as the main factors.After implementing corresponding countermeasures,the target achievement rate was 116.12%,and the progress rate was 19.02%.Besides,customer satisfaction increased from 79.54%to 94.67%and the team growth value of circle members increased from 3.29 to 5.83,with significant tangible and intangible effects.QCC activities in retail pharmacies can not only standardize pharmaceutical service mode,but also improve the overall competence of sales clerks.The key factors and management methods for CSR improvement obtained from QCC activities will provide reference for the customer management of retail pharmacies.
文摘For the purpose of improvement of the sales, confirming the influence of price to the sales and customer satisfaction of the product is important. The most suitable price should be determined from the view point of customers, and it is extremely important to implement a high quality product corresponding to the real need of customers. It may have close relationship between cost and an expense to implement the individual inherent attribute of system product. Also, it may have close relationship between production cost and price of product. For the purpose of improvement of the customer satisfaction for quality of system product, the method of quantitative quality requirement and evaluation based on the ISO/IEC9126 quality model that includes six quality characteristics is widely recognized. In the precedent study, I have introduced the requirements definition method for the quality of system product based on the system quality model defined in ISO/IEC9126 and proposed the effectiveness of it statistically. In the previous study, I have also confirmed the relationship between inherent attributes of the product and quantitative result of the measured value of total customer satisfaction from the view point of six quality characteristics statistically. I performed the development of the prediction model to estimate the total customer satisfaction for the system product from the view point of inherent attribute of the product. And, I have proposed the effectiveness of application of the estimated prediction model and possibility of improvement of the total customer satisfaction of a system product. Based on the result of previous study, in this paper, I propose the result of investigation of influence of price to customer satisfaction, and the possibility of application of estimated prediction model for improvement of the total customer satisfaction of system product based on the price of product. Also, based on the result of investigation of relationship among price and inherent attributes of product, I propose the possibility of application of estimated prediction model and improvement of the price of system product from the view point of inherent attributes of product.
