TY - GEN
T1 - A SQFD approach for service system design evaluation and optimization
AU - Liu, Shu
AU - Xu, Xiaofei
AU - Wang, Zhongjie
PY - 2009
Y1 - 2009
N2 - To provide right service to the right customer at the right time and with reasonable price is the optimal goal of the service providers. Therefore in order to develop a competitive service system it is important to pay more attention on customer's actual needs and the transformation of customer's needs into the service system. With the experiences accumulated in developing and implementing some typical IT systems in manufacturing enterprises from past decade, ICES research center proposed SQFD, a lifecycle service quality assurance approach, to assist service providers to build better quality service system. SQFD not only adopted QFD approach in build-time service quality design, but also further extended it into run-time performance monitoring and evaluation, and bottom-up system optimization. As fundamental element of SQFD a model of service quality indicators is also presented in the paper.
AB - To provide right service to the right customer at the right time and with reasonable price is the optimal goal of the service providers. Therefore in order to develop a competitive service system it is important to pay more attention on customer's actual needs and the transformation of customer's needs into the service system. With the experiences accumulated in developing and implementing some typical IT systems in manufacturing enterprises from past decade, ICES research center proposed SQFD, a lifecycle service quality assurance approach, to assist service providers to build better quality service system. SQFD not only adopted QFD approach in build-time service quality design, but also further extended it into run-time performance monitoring and evaluation, and bottom-up system optimization. As fundamental element of SQFD a model of service quality indicators is also presented in the paper.
KW - Quality evaluation
KW - Service optimization
KW - Service quality indicator
KW - Service qualityt function deployment
UR - https://www.scopus.com/pages/publications/70350150965
U2 - 10.1109/I-ESA.2009.29
DO - 10.1109/I-ESA.2009.29
M3 - 会议稿件
AN - SCOPUS:70350150965
SN - 9780769536521
T3 - Proceedings - 2009 International Conference on Interoperability for Enterprise Software and Applications, IESA 2009
SP - 23
EP - 27
BT - Proceedings - 2009 International Conference on Interoperability for Enterprise Software and Applications, IESA 2009
T2 - 2009 International Conference on Interoperability for Enterprise Software and Applications, IESA 2009
Y2 - 21 April 2009 through 22 April 2009
ER -