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Research On Production And Services Quality Of Improvement In BL Alloys Ltd

Posted on:2020-07-06Degree:MasterType:Thesis
Country:ChinaCandidate:X X QuFull Text:PDF
GTID:2381330623456388Subject:(professional degree in business administration)
Abstract/Summary:PDF Full Text Request
BL Alloys Co.,Ltd.is one of the famous branch companies of I group in India.For many years,BL Alloys Co.,Ltd.has been taking a leading position in the country’s ferroalloy manufacturing industry,occupying a certain market share in the industry.In recent years,the products of BL Alloys Co.,Ltd.have entered the Chinese market.Although the product price is very competitive,there are still some problems in product sales and service.Based on customer satisfaction theory and service quality theory,this paper takes the product and service quality of BL Alloys Co.,Ltd.as the research object,and adopts questionnaire survey method,KJ affinity graph method and quality house method to study the product and service quality of BL Alloys Co.,Ltd..Firstly,from the perspective of customer demand,the satisfaction degree of customer to service quality was analyzed from the two aspects of product quality and problem complaints.Through the investigation,it was found that the products of BL alloy co.,Ltd.did not meet the order contract and customer complaints were not paid attention to.Secondly,the quality function deployment method(QFD)is applied to conduct hierarchical decomposition of customer service satisfaction,and the service quality requirements are transformed into service quality design characteristics through the quality house tool,so as to determine the correlation between customer satisfaction and product quality and service quality characteristics.Finally,aiming at investigating the problems and puts forward the countermeasures,from the perspective of market competition and quality competition two discussed the improve the level of BL Alloys Co.,Ltd.,the competitiveness of the products at the present stage must improve the level of service quality,and have an impact on service quality indicators,the results found that product quality,service quality complaints two indicators must attach importance to it;Finally,according to the problems and reasons found out in the investigation,the countermeasures are put forward.From the point of view of market competition and quality competition,it is discussed that improving the competitiveness of BL Alloy Co.,Ltd.products at the present stage must improve the service quality level,and the indicators influencing the service quality are obtained.It is found that the quality of products and complaints of two service quality characteristics indicators must be paid attention to.Then,according to the Six Sigma Theory of quality management,the paper puts forward Suggestions for improving the service quality of BL Alloys Co.,Ltd..This study provides reference value for the improvement of product and service quality of BL Alloys Co.,Ltd..
Keywords/Search Tags:Customer Satisfaction, Services Quality, Quality Function Deployment, House of Quality, Six Sigma
PDF Full Text Request
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