A Study of Integrated QFD/BSC/AHP on Quality of Service for Connector Manufacture

• Main Authors: Sheng-Wei Chang, 張盛偉
• Other Authors: Jhy-Ping Jhang
• Format: Others
• Language: zh-TW
• Published: 2007
• Online Access: http://ndltd.ncl.edu.tw/handle/06563186323828605650

碩士 === 華梵大學 === 工業工程與經營資訊學系碩士班 === 95 === ABSTRACT The Connector Manufacturing market has increased dramatically before, the existence of the market is being threatened with a never-before competition. The development of manufacturing technology and capabilities is the basis of the Manufacturing Company. Furthermore, the key to the business performance is the agencies’good service quality with the high level of customers’satisfaction at it. The Quality Function Deployment (QFD) is the most effective tool to improve the service quality. The utility of QFD as the way to build the construction agencies’ service quality thus will ensure that the agencies’service quality is satisfying the voice of customer (VOC). Moreover, the Benchmarking and Analytic Hierarchy Process (AHP) are also employed to calculate customers’demands weighted against the service quality and to resolve the dispute that arises from it. Utilizing the analysis of the Quality House, the importance level of the service quality elements are found. The top priorities are listed as follow: 1. The agencies must secure the data of customer. 2. High Quality of products. Utilizing the analysis of the I-S Model, the importance level of the service quality elements are found. The top priorities are listed as follow: 1. High Quality of products. 2. The customer service is high efficiently. 3. The customer service can be communicated anytime. The four perspective of Balanced Scorecard are listed as follow: 1.Finance perspective: Hardware and circumstances 2.Customer perspective: Customer relationship, Data and Information 3. Internal process perspective: Administrative Process Management. 4.Learning and growth perspective: Regulations and Training, Performance Measurement. There is at least one Key Performance Index in each strategy goal, it can be two more. : For example “Customer satisfied” and “Customer maintain” in Customer loyalty. The conclusion of this research can also be given to the agencies as the references for the improvement of service quality in future.