基于QFD的用戶滿意戰(zhàn)略研究.pdf

1、復(fù)旦大學(xué)碩士學(xué)位論文基于QFD的用戶滿意戰(zhàn)略研究姓名：袁慶豐申請(qǐng)學(xué)位級(jí)別：碩士專業(yè)：管理科學(xué)與工程指導(dǎo)教師：龔益鳴2000.5.1A。bstractAlongwiththedayby—daylucidityoftheglobaleconomyintegrationtrendthedogeat—dogenvironmenthasbecometheunavoidablerealismfortheenterprisesalloverthewo

2、rld。Customersatisfactiontheoryprovidesanewangleofviewforthecorporationstogaincompetitionadvanceunderthenewcircumstances。CustomersatisfactionstrategyistOhelpenterprisesachievelastingexistenceanddevelopmentthroughthepursui

3、tofthecontinualcustomersatisfaction。Qualityfunctiondeployment(QFD)isakindofanalyticalmethodthatmayturncustomersormarketdemandintodemandofdesign，characteristicsofproductcomponents，demandoftechnologyandproduction。Afteranal

4、yzingandexploringcustomersatisfactionstrategythepapertriesintroducingtheQFDmethodintocustomersatisfactionstrategy。Thispapermainlyconsistsoftwopaas：Thefirstpartincludesthefirstandthesecondchapter。Firstlyitintroducesthefun

5、damentaltheoriesofcustomersatisfactionandputsforwardcustomersatisfactionstrategy。Thenthephilosophyandtheeconomicmeaningsofcustomersatisfactionstrategyaredemonstratedrespectively，indicatingtheintemalcausethatcustomersatis

6、thctionstrategyaccordswithenterprisesdemandtodealwithcompetition。Furthermorethepaperexplainstherelationshipbetweencustomersatisfactiontheoryandtotalquailtymanagementtheorythroughthecontrastofthetwo。Thesecondpartincludest

7、hethird，thefourthandthefitchchapter。First，ThispartpresentsthethoughtofqualityfanctiondeploymentandconstructsthecustomersatisfactionflamebasedonQFD。Second，itdemonstratestheimplementationofthestrategyframeintheaidoftheShan

8、ghaitaxiindustrypassengersatisfactionindexmeasurementproject。Atlast，thepaperanalyzestheforegroundforthedomesticenterprisestoimplementthecustomersatisfactionstrategybasedonQFD?！綤eyWords】—Customers—atisfactionXtra蛾Qualityf