Intelligent Elderly Care Service Quality Planning Method Based On QFD

The proportion of the elderly population in China has increased year by year,while the supply and demand of elderly care service have not achieved a proper balance.Elderly care has increasingly become an important social problem affecting China's future development.With the attention of the government departments on the elderly care industry and the popularity of Internet technology,intelligent elderly care service has received extensive attention as a new model of elderly care service.In addition,the quality of elderly care service has always been a key issue in the field of elderly care service,and it has made a direct impact on the development of the elderly care industry.However,most of the researches on the elderly care service are concentrated on traditional elderly care service,and most of them are focus on quality assessment.The research about the quality of intelligent elderly care service is extremely rare.Therefore,exploring the quality planning problem of intelligent elderly care service with the application of QFD not only has a high theoretical significance,but also has important practical significance for domestic companies to carry out intelligent elderly care service scientifically,guarantee the quality of service in the beginning,and thus enhance the market competitiveness.Based on the background and significance above,this thesis applies theories and methods of QFD,AHP,DEMATEL to explore the quality planning problem of intelligent elderly care service.Based on the analysis of influencing factors about the quality of the intelligent elderly care service,the House of Quality(Ho Q)which is used to transform customer requirements(CRs)into service quality characteristics(QCs)is constructed,and finally the mathematical planning model taking quality characteristics levels as the decision of the intelligent elderly care service with maximum customer satisfaction under resource constraints is established.The main contents of this thesis are as follows:(1)The factors affecting the intelligent elderly care service are analyzed.Starting from the characteristics of users,this thesis analyzes the users' willingness to accept intelligent elderly care service and their different opinions about factors which related to the quality of the intelligent elderly care service.This will provide a reference for quality planning for intelligent elderly care service in the subsequent chapters,and it also helps companies to have a better understanding of users when carry out the intelligent elderly care service in the future.(2)The House of Quality(Ho Q)of intelligent elderly care service is constructed.In this part,the CRs of the intelligent elderly care service is transformed into the QCs by Ho Q.With considering the self-correlation among CRs and the self-correlation among QCs,DEMATEL model is employed to modify their initial weights and the QCs are sorted by their final weights.Finally,based on the results of calculation and analysis of the Ho Q,some suggestions are proposed for the companies which provide intelligent elderly care services.(3)A mathematical programming model based on the Ho Q of the intelligent elderly care service is established.Based on the relevant information in the Ho Q,the mathematical planning model of the intelligent elderly care service with the goal of maximing customer satisfaction under the cost constraint is established.Finally,a case analysis is carried out.And the Lingo software is used to solve the model so as to give the optimal solution of QCs levels.