Research On The Method For Selecting Service Design Scheme Based On Qfd

With the proportion of service economy growing in the total economy of China, the factors about service play an important role in enhancing customer satisfaction and improving the competitiveness of enterprises. The quality of service is not only the responsibility of the enterprise but also the enterprise's core competitiveness. Therefore, exploring how to design service effectively and improve the quality of service is significant for the development of enterprises.This thesis studied on how to design service effectively and choose the best service portfolio. Quality Function Deployment (QFD) is used to determine the weight of service option sets in service design, and the concept of comprehensive customer satisfaction is introduced to demonstrate the capability of service options to meet customer demands. This method can get the optimal service portfolio to maximize the comprehensive customer satisfaction level, considering a variety of resource constraints and the design budget constraint. The purpose and significance of the study lies:on one hand, to analyze and study the theory and method of service design, and to provide a theoretical framework of service design scheme selection based on QFD; on the other hand, to provide a method for selecting service design scheme based on QFD, and a case of service design is given to show the effectiveness and reasonableness of the proposed method.This article has mainly completed four aspects research works as follows:Firstly, concepts related to service design are analyzed. This thesis analyzes the concept, characteristics and the fundamental principle of service design based on the concept and characteristics of service. Thus the similarities and differences between service design and the traditional product design are analyzed, which is the foundation for further service design.Secondly, the theoretical framework of service design scheme selection is given in this thesis, and the processes and steps of service design scheme selection are analyzed, which is the theoretical foundation for the research on the method for selecting service design scheme. Thirdly, the method for selecting service design scheme based on QFD is given. And the optimization model for selecting service design scheme is established to maximize the customer satisfaction.Fourthly, a case about service design is analyzed. This case is about a service design example of an airline company, which demonstrates the operation of the method for selecting service design scheme.Besides, literatures related to service design are reviewed and appraised. By the end of this thesis, the main research results and conclusions, major contribution and limitations, and requiring work for further research are summarized.