An Improvement And Application On Service House Of Quality

House of quality is one of the quality improvement and effective analysis tools. This paperintroducing house of quality method into service is a new and valuable research direction andimproves new research space. From the previous studies, traditional house of quality method whichbased on manufacturing industry depends more empirical scoring of technology experts, which doesnot meet the service quality improvement’s demand based on customer. At the same time, thetraditional house of quality that the economic dimension is wrapped in the parameter design shows thetwo-dimensional structure of customer demand and technical properties, however in the service HOQwhich is based on the customer perceive the economic dimension is ignored. This article takes thesetwo as breakthrough points, studies the problem of service quality improvement and application, inorder to provide research thinking for house of quality and provide analysis method for service qualityimprovement.Firstly, this paper reviews the literature about quality of service, mobile communication servicequality, QFD and HOQ theory, the structural equation modeling as well as quality of the economictheory. And then from the essence of operation and the characteristic of service, discusses theimprovement directions of the service HOQ. After that this paper brings up The Three DimensionalHouse of Quality in Service Based on SE Coefficient. Compared with the traditional method, theimproved method has the following characteristics: the house’s body correlation matrix uses structuralequation modeling, to avoid excessive dependence on the expert experience; economy dimension isintroduced into the house of quality and uses the net quality revenue as the improvement rule, thendiscusses the quality revenue and quality cost. Finally this paper takes the mobile communicationindustry as an example, establishes mobile communication industry service quality house, anddiscusses the effectiveness of the method.This study shows that, bringing structural equation modeling into the house of quality solves theproblem of over-reliance on quality expertise in the correlation matrix; and the economic dimensionintroducing into the traditional two-dimensional quality house improves the consistency betweenservice quality improvement and enterprise’s fundamental goal. A business case shows that theimproved method can determine the improvement direction of service quality better.