Abstract
Aiming at the quality problem of software outsourcing service, a software outsourcing service quality design method oriented to customer satisfaction was proposed. The software outsourcing service quality indicator system was built by associating customer quality requirement with customer satisfaction. With the method of Quality Function Deployment (QFD), the quality constraints were deployed and transited to different granularities of outsourcing tasks through building leveled Service House of Quality (SHoQ). Based on the outputs of SHoQ, the outsourcing resources sequencing were prioritized and selected by using Fussy Analytic Hierarchy Process (FAHP) method. A CFI based software outsourcing case was introduced to illustrate the feasibility of proposed method.
| Original language | English |
|---|---|
| Pages (from-to) | 881-887 |
| Number of pages | 7 |
| Journal | Jisuanji Jicheng Zhizao Xitong/Computer Integrated Manufacturing Systems, CIMS |
| Volume | 18 |
| Issue number | 4 |
| State | Published - Apr 2012 |
Keywords
- Analytic hierarchy process
- Customer satisfaction
- Service house of quality
- Service quality design
- Software outsourcing service
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