| China has entered the stage of focusing on the development of high quality,and the competition in the engineering surveying industry is becoming increasingly fierce.The third-party surveying of subway construction has the characteristics of difficult,long period and high technical requirements.Engineering surveying enterprises can choose Lean Six Sigma to improve the service quality level of the project.The integration of Lean production and Six Sigma enables enterprises to look at project quality from both perspectives,use quality management tools to identify problems,and use proven quality improvement method models to provide customer satisfaction with products and services.This paper aims to explore how to use Lean Six Sigma DMAIC method to improve the service quality level of s Guangzhou Metro Line 10 surveying project of Zebao Ltd..Based on the theory of project management and project quality management,the paper is carried out from the following three aspects: First,to analyze the status quo of project quality.Firstly,the project overview is introduced to reveal the purpose,difficulties and responsibility division of the surveying project.Secondly,carry out quality management survey,summed up the quality management problems of Zebao Ltd.,including customer satisfaction is not up to ideal,poor linkage communication,service awareness is not strong,surveying operation is not standard;Then,through the analysis of human,machine,material,method and ring in the causal diagram to find quality factors.The second is to design the surveying project quality improvement scheme.First of all,in the definition stage,SERVQUAL table and AHP were used to investigate and analyze users’ voices,and the reliability and validity of the questionnaire were analyzed.CTQ of customer key quality characteristics was determined by satisfaction-importance matrix to monitor the timeliness of feedback,and Lean Six Sigma improvement projects were determined.The main reason affecting the timeliness of feedback is the poor timeliness of internal work feedback.SIPOC is used to identify the core links of surveying service feedback.Secondly,in the measurement stage,draw the flow chart of the internal work process,accurately record and collect the data of the three stages of the internal work data processing,report generation and report review;Thirdly,in the analysis stage,brainstorm method,causal diagram,potential failure mode and influence are used to classify and analyze the causes,and the conclusion is that the process ability is insufficient.Fourth,in the improvement stage,combined with the results of the satisfaction-importance matrix analysis,the problems in the opportunity area of the quality dimension were planned and implemented in the improvement link,and the improvement effect was analyzed.Fifthly,in the control stage,the control plan should be formulated,the process standardized,and the results should be promoted and transplanted.Third,the implementation plan design targeted implementation of organizational,cultural,scientific and technological support.At last,summarize,expound the shortcomings of the research,and look into the future.The conclusion of the paper shows that using Lean Six Sigma DMAIC method for quality management can improve the quality level of the company’s surveying projects,and provide reference for Zebao Ltd.’s future surveying projects and the same industry project quality management.The theoretical research and empirical analysis of this paper fully show that the Lean Six Sigma DMAIC method can be used not only in the manufacturing industry,but also in the service industry,providing managers with feasible and effective methods in service quality management. |
