An Application of Quality Function Deployment Combining Design of Experiment and Grey Relational Analysis in the Service Quality Improvement–A Case of Three BookStores in Kaohsiung City Area

• Main Authors: Chen Chao-Chi, 陳昭琦
• Other Authors: Huang Shih-Tao
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/09130770133201666357

碩士 === 國立高雄應用科技大學 === 工業工程與管理系碩士班 === 93 === With the diversification of the society, the competition of the service trade is fiercer than ever. How to promote customer satisfaction is the key to an enterprise's survival continuously or not. The successful operation of an enterprise is restricted under the conditions of cost, competition environment and management capability, etc. However, by applying proper managing techniques or tools, producers can provide quality products or service to meet their customers' need precisely. Quality Function Deployment (QFD) is one of the widely used techniques for quality improvement at present. This study applies the technique of QFD to three sample bookstores in Kaohsiung metropolitan area to find critical service items required by customers and corresponding internal engineering requirements for the bookstores. Combining the service items and engineering requirements, the relationship matrix of the House of Quality (HOQ) is obtained. With proper Design of Experiment (DOE) by Taguchi, the intimate degree of requirements between customer and engineering in the relation matrix of HOQ is obtained also. After that Grey Relational Analysis (GRA) is used to sort engineering’s requirements and the vantage and inferiority between the enterprise and the competitors is analyzed. The results can be referred as the benchmark for the sample bookstores for service quality improvement. This study shows that product quality, personnel service attitude and diversity of products and service are the most important items of customers' requirements. The three corresponding items of engineering requirements are stores' facilities, well-trained staff, and product quality. Both customers required items and engineering required items found in this study can be used by the sample bookstores for their service quality improvements.