摘要
质量功能展开（QFD）是一种描述性模型，它能极大地提高产品和服务质量，增加顾客满意（CS）；还能够应用于顾客满意评价（CSE）领域．在给出一种QFD的形式化模型的基础上，探讨QFD在CSE中，尤其是在CS测量和质量诊断方面的应用．
Quality function deployment (QFD) is a descriptive model that can largely improve the quality of servias towards customer satisfaction. It is also ed in customer satisfaction evaluation. This paper parents a fonnalized model of QFD, and discusses its use in customer satisfaction measurement and service quality diagnoses.
出处
《北京轻工业学院学报》
1998年第1期69-77,共9页
Journal of Beijing Institute of Light Industry
关键词
质量功能展开
顾客满意
顾客满意评价
质量诊断
quality function deployment, customer satisfaction, customer satisfaction evaluiation, service quality diagnosis
