| Summary: | 碩士 === 華梵大學 === 工業工程與經營資訊學系碩士班 === 96 === In the competitive and diversified society, enterprise’s sustainable development strongly requires the continuous enhancement on products and service quality. Global View Monthly in Nov. 2007 mentioned that there is no way back for the service industry in Taiwan, and listed an evaluation of Top 10 service categories in Taiwan. Though training institutes are not among the Top 10 categories, nevertheless they still play important roles in the service industry. The main issue replies on how they could offer the service quality and profession to the trainees even higher than what the trainees required and expected.
This study is based on an individual case. Quality Function Deployment (QFD) was adopted to discuss the service quality of the training institutes, in order to make sure that service quality can meet the customer’s needs. Furthermore, this research combines Benchmarking and Analytic Hierarchy Process(AHP) and Importance-Satisfaction Model(I-S Model). The study aims to reveal differences between Chinese Society for Quality（CSQ） with its benchmarking institutes, weight of various customer demands in the House of Quality (HOQ), and service factors allocated in the improvement-needed zone.
The study indicates three major concerns of customers toward the training of academic society are the reliability of the program, the authenticity of the course arrangement and the service, and the profession lecturer and staff have. The top three concerns regarding service quality are regular professional training, fine public praise and a well-built knowledge management system. The top three concerns regarding improvement-needed service of the I-S Model are instant service for students during on duty, mutual coordination of the adminstrator of the society, and the reliability of the training program.
The conclusion is by those methodolgies have provided on Balanced Scorecard（BSC）including foure perspective：financial affairs, customer, inside procedure, learning and growing, then to developed critical strategy and key process indicator eablished.
The CSQ base on mission going business excellence.and keep corporate social responsibility.
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