Research On Calibration Service Quality Improvement Of EM Electromagnetic Measurement Laboratory

As an important part of metrology, calibrating is a reliable method which is widely used in our daily life for guarantee a unified system of units and quantity accuracy. China is integrating with the world progressively and calibration market control is gradually disappear, the competition is becoming more and more fierce. Therefore, the service quality of calibration laboratory is extremely important.EM Electromagnetic Measurement Laboratory is on attachment to legal metrology technology organization which had made significant progress in recent years. It is gradually moving towards the road of standardization and normalization of the quality management, And now it has established its own position in domestic level measurement technology institutions. At present, the calibration of the laboratory has exceeded 50% of the total amount of laboratory operations.In the first half of 2014, the laboratory found the increase of customer complaints and sudden reduction of promptness rate. And the result of a comprehensive internal auditing and certificates checking lends support to these problems. The study aims to solve the problems effectively in order to keep the standard of service quality and to hold on to our favorable position in the field as well.Based on the survey of customers satisfaction and demands, using quality function deployment methods to research and analyze quantitatively, the author proposed the EM Electromagnetic Measurement Laboratory service quality improvement countermeasures with the contents of the customer satisfaction assessment, customer demands assessment and quality objective evaluation. It combines the system analysis methods of research, Literature data method and The Analytic Hierarchy Process, and means of pareto diagram, flow chart, control diagram as well. The author is looking into the problems and is making an in-depth analysis of management situation, characteristics, requirements and related factors of EM Electromagnetic Measurement Laboratory.This thesis starts with Process quality and Result quality, and it provides overall solution for related problems occurred during the operation of EM Electromagnetic Measurement Laboratory. Drawing on the achievements of management basic theory and industrial engineering management methods, it helps to upgrade the comprehensive quality management level and helps to maintain the competitive advantage.