Tamsui, Taipei：Tamkang University, Department of Management Sciences and Decision Making
To increase the quality and the satisfaction of customers, the effect of critical quality characteristics and the voice of the customers must be analyzed and improved. The DMAIC (Define, Measure, Analyze, Improve, and Control) method and approach of Six Sigma management will then be used to analyze critical quality characteristics and obtain the optimal combination among them. In this research, the example of measurement table for quality of service developed by Parasuraman, Zeithaml, and Berry can be analyzed by using one of the methods from six sigma management. The company can practically use the result of quality characteristics of service as the reference.
Proceedings of the 2009 International Conference in Management Sciences and Decision Making=2009年管理科學與經營決策國際學術研討會論文集, pp.291-295