摘要
将感知质量的基本思路用于J.D.Power调查问题管理中,提高问题发现阶段客户抱怨定义的准确性和问题解决阶段方案选择的科学性。首先分析了国内乘用车市场形势,在比较J.D.Power调查和感知质量的基础上,研究二者之间的关系,总结出针对客户反馈管理产品感知质量的过程。
To combine perceptual quality with J. D. Power items, the consumer complaint defi- nition can be more exact and the solution can be chosen more reasonable. The market situation of pas- senger vehicles in China is analyzed, the relationship between J. D. Power survey and perceptual quality is studied, and the product perceptual quality management aiming at customer feedback is summarized.
出处
《上海汽车》
2013年第9期38-40,共3页
Shanghai Auto
