Apply Quality Function Deployment to Study the Service Quality of Army Clothing Appropriation

• Main Authors: Zhuang, Ying-Hao, 莊英豪
• Other Authors: Yin, Yan-Ling
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/85446117565420267149

碩士 === 國防大學管理學院 === 資訊管理學系 === 101 === Abstract According to the latest questionnaire from the MND, only 41％ of army brigade level personnel are satisfied with the “clothing supply”. That means most of them feel the difference between reality and expectation. This study, focus on the Battalions and companies of Army, utilize the “Quality Function Development” to discuss the service quality & quality technique of military clothing supply system. The study frame aims to develop the evaluation model of clothing supply service quality into 5 categories of reliability and 23 kinds of customer’s need according to the model of PZB service quality. Transfer soldiers’ need to the demand of quality technique and also operate each service Quality into Quality Function Deployment for setting up the House of Quality. Adapt the method of “Quality Attribute Ranking” to calculate the ratio of the service quality need. The result suggest top five improvement kinds are “defective or unfit products should be transfer as soon as possible”, “shortage items should be supplied before the end of year”, “build up a sound communication channel to get an appropriate response relevant to clothing supply” and “The number of clothing supply point”. We anticipate that the result of this study can offer some practical suggestions for decision-making unit. Offer better service quality to meet soldier’s need. Key words: PZB Service Quality, House of Quality(HOQ), Quality Function Deployment (QFD)