淡江大學機構典藏:Item 987654321/66903
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    题名: The Analysis Approach of Voice of the Customers and Critical to Quality
    作者: Lee, Hsu-Hua
    贡献者: 淡江大學經營決策學系
    关键词: Quality;PZB;DMAIC;Six sigma management;VOC;CTQ
    日期: 2009-05
    上传时间: 2011-10-22 21:20:22 (UTC+8)
    出版者: Tamsui, Taipei：Tamkang University, Department of Management Sciences and Decision Making
    摘要: 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.
    關聯: 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
    显示于类别:[管理科學學系暨研究所] 會議論文

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