Based On Quality Function Deployment Theory C Service Quality Improvement Research

With weakening of political support from government, and opening the test market to the world test service after China bacame the member of WTO, domestic testing market is facing keen competition. Domestic testing market is dooming to show the new patten of international compitition of testing business, intensive managemnt of test service, and diversification of testing market. At the moment, the traditional service system of domestic test service can't fit the new developed requirement of testing market. Facing the new situation, the new question, and the new requirment from testing market,domestic test service have to chang the traditional service system into the new one with the characteristic of market-driven and costomer-driven. And improving themselves to grasp the market demand,to improve the costomer satisfaction, so that they can win the market and costomer,and to get the better survival and evolution.This paper analysed the costomer service condition of C institute, and dissected the inner influence facters with SWOT, and the outside influence facters, then proposed that C institute should achieve the development strategy by sustained service-quality improvement. The paper commented three quality improving methods of the taguchi-method, FMECA-method, QFD-method,and developed the service quality improvement mode of C institute with QFD-method. In order to put into practice, the paper provided detailed study on design discipline, functional localization, structual models, operation mechanism, and ensure system of the mode. And at the same time, the paper provided detailed implementation process that designed the questionaire which be tested by Reliability and Validity test, evaluated client's satisfaction to get the service quality information of C institute,combined the information of client's satisfaction and client's demand to get three stages service quality development suggestions and relevent measures of C institute. It was effected that service quality improvement was worked well in C institute, which showed the new looks in management system, work efficiency, qualification requirement, service awareness, and made good social and economic benefits.