A SQFD Approach for Service System Design Evaluation and Optimization

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 customerpsilas actual needs and the transformation of customerpsilas 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.