After-sale service quality management system in manufacturing

Author

Xiangmin, Cui ; Yaoguang, Hu ; Fenggong, Gao ; Xi, Cheng ; Yunzhi, Wang ; Ruijun, Zhang

Author_Institution

Ind. Eng., Beijing Inst. of Technol., Beijing, China

fYear

2010

fDate

15-17 June 2010

Firstpage

2029

Lastpage

2034

Abstract

According to the dilemma existing in Chinese typical enterprise group such as lacking of effective management of after-sale service quality, this paper introduced an integrated method combining the theory of Quality Function Deployment (QFD) with the use of SERVQUAL model, and index improvement was considered with index importance to know the indexes which would be prior improved. Finally, according to framework, a developed software prototype for manufacturing and a practical evaluation case were given to verify the validity of the theory.

Keywords

quality function deployment; Chinese typical enterprise group; SERVQUAL model; after-sale service quality management system; effective management; index improvement; manufacturing; quality function deployment; software prototype; Application software; Companies; Customer satisfaction; Industrial engineering; Manufacturing industries; Process design; Pulp manufacturing; Quality function deployment; Quality management; Virtual manufacturing; SERVQUAL model; aftersale service; index; management system; manufacturing;

fLanguage

English

Publisher

ieee

Conference_Titel

Industrial Electronics and Applications (ICIEA), 2010 the 5th IEEE Conference on

Conference_Location

Taichung

Print_ISBN

978-1-4244-5045-9

Electronic_ISBN

978-1-4244-5046-6

Type

conf

DOI

10.1109/ICIEA.2010.5515529

Filename

5515529