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Research on the Method for Service Design Based on QFD and Kano Model

Author: YiWei
Tutor: FanZhiPing
School: Northeastern University
Course: Management Science and Engineering
Keywords: service design method QFD Kano model customer satisfaction
CLC: F719
Type: Master's thesis
Year: 2009
Downloads: 204
Quote: 2
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With the rapid development of the world economy, service industry plays a significant role in the economic growth in developed countries. And service industry shows the tendency of internationalization, standardization and customization. Along with the rapid development of our national economy since 1980s, the economic structure has undergone great changes, and the status of the service industry is growing more and more important. The development of service industry plays a key role in enlarging employment, transforming industrial structure, promoting economic growth, keeping society steady etc. Therefore, exploring how to design service effectively and improve the service production’s competitiveness has become to the key advantages of enterprises.Based on the relevant results, this study becomes from the interrelated concept of service design and connects current situation of the service industry development in our country. It has a system study about service production design. It has following aims and meanings:A study framework of service design has been achieved in theory and it establishes the foundation of service operation management’s next study; this paper integrates QFD method and Kano model and it gives a quantitative service design method from a new perspectiv; Service design methodology in this paper is applied to the aviation field. Further analysis showed that service design method in this paper has feasibility and effectiveness.This article has mainly completed three aspects research work as following:Firstly, the theoretical framework of service design is given in this paper. It integrates QFD method and Kano model and applyed into service design. At the same time, it enriches the service design theory. Service design steps and process is present and it has a theoretical principle for service design method.Secondly, the method for service design based on QFD and Kano model is given. It starts with customer requirements. Service design factor is determined by QFD. By using Kano methodology, service design factor is classified and optimization model is constructed and its aim is enlarging customer satisfaction. The service production design method can make customer satisfaction at the current state of enterprises.Thirdly, a case about service design is analyzed. This case is about a service design example of Y Airline Company, which demonstrates the operation of the service method. After the design, a service design program can be achieved. This programcan can satisfy the need of customer in maximum based on Y Airline Company’s situation. And this application also illustrates computing process of the method, at the same time it displays the feasibility and effectiveness of the method.By the end of this paper, the main research results and conclusions, major contribution and limitations, as well as requiring work for further research are summarized.

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