Service Design Method Research Based On QFD And IPA

With the development of service industry,the industrial structure has changed from "product economic" to "service economic".The transformation of economy and society has promoted the development of service design.It is very important to improve the service quality of enterprises through effective service design.In order to develop a quantitative method study for service design,this paper discusses the relationship between service expectation and service perception from customer demands based on system design ideology.The main contents of this paper are as follows:Firstly,the theoretical framework of service design is constructed.It intergrates QFD method and IPA analysis method and applies them into the process of service design.At the same time,the steps and processes of the theoretical framework are described in detail.It provides a theoretical basis for the research of service design method.Secondly,a new method of service design based on QFD and IPA is proposed.In order to identify the current quality of service,it provides directions for improvement of service design.It transforms customer demands information into service quality factors,and evaluates service quality by IPA analysis method,based on the systematically analysis of service design.Thirdly,a case of service design method is given.Through the 12306 mobile phone booking system service design application,it proves that the method of this research has a strong operational and practical,and can be used as the basis for the enterprises to take appropriate measures to deal with the changing market demands.Through the accurate analysis of the relationship between customer demand and service quality based on relational matrix and logical function,this paper explores a new way of theory study and practical application for service design.