本文選題：質(zhì)量成本 + 顧客滿意��； 參考：《華東理工大學(xué)》2017年碩士論文

【摘要】：買方市場條件下,企業(yè)之間的競爭日趨激烈,企業(yè)要在激烈的競爭當(dāng)中保持競爭優(yōu)勢,必須關(guān)注顧客需求。在這種形勢下,以顧客滿意為導(dǎo)向的質(zhì)量成本管理應(yīng)運而生。以顧客為中心的質(zhì)量成本管理,不僅關(guān)注企業(yè)價值,更關(guān)注顧客價值。因此,企業(yè)在進行質(zhì)量成本管理時,要兼顧企業(yè)和顧客兩個方面,在滿足顧客需求的同時努力為企業(yè)創(chuàng)造價值。本文試圖從顧客滿意出發(fā),為企業(yè)質(zhì)量成本管理探索出一條有效的途徑。論文首先通過分析傳統(tǒng)質(zhì)量成本管理的缺陷,重新思考顧客滿意視角下的質(zhì)量成本管理的涵義,并構(gòu)建基于顧客滿意的質(zhì)量成本管理體系。其次,探討了構(gòu)建質(zhì)量成本管理體系所應(yīng)采取的方法,并根據(jù)企業(yè)的生產(chǎn)經(jīng)營過程來分析質(zhì)量成本的影響因素,構(gòu)建以顧客滿意為導(dǎo)向的質(zhì)量成本管理體系。再次,以江蘇希達空調(diào)凈化設(shè)備總公司為例,針對江蘇希達空調(diào)凈化設(shè)備總公司的現(xiàn)有資料和經(jīng)營情況,幫助江蘇希達空調(diào)凈化設(shè)備總公司管理者了解和診斷當(dāng)前經(jīng)營環(huán)境下企業(yè)實際運營中存在的問題,為管理者進行策略改進提供依據(jù)�；陬櫩蜐M意的空調(diào)凈化設(shè)備企業(yè)質(zhì)量成本控制研究,以顧客滿意為導(dǎo)向,為企業(yè)質(zhì)量持續(xù)改進工作提供明確的方向。以戰(zhàn)略的眼光來看待質(zhì)量成本管理,有助于企業(yè)在實現(xiàn)顧客價值最大化的同時實現(xiàn)企業(yè)價值最大化。對質(zhì)量成本管理問題進行深入探討,使整個質(zhì)量成本管理體系更為完善。
[Abstract]:Under the condition of buyer's market, the competition among enterprises is becoming more and more intense. In order to maintain the competitive advantage in the fierce competition, the enterprises must pay attention to the customer's demand. In this situation, customer satisfaction-oriented quality cost management emerged as the times require. Customer-centered quality cost management not only pays attention to enterprise value, but also to customer value. Therefore, in the process of quality cost management, enterprises should pay attention to both the enterprise and the customer, and make great efforts to create value for the enterprise while satisfying the customer's demand. This paper attempts to explore an effective way for enterprise quality cost management from customer satisfaction. Firstly, by analyzing the defects of traditional quality cost management, this paper reconsiders the meaning of quality cost management from the perspective of customer satisfaction, and constructs a quality cost management system based on customer satisfaction. Secondly, the paper discusses the methods to construct the quality cost management system, analyzes the influencing factors of the quality cost according to the production and management process of the enterprise, and constructs the quality cost management system oriented by customer satisfaction. Thirdly, taking Jiangsu Xida Air conditioning and purification equipment Corporation as an example, aiming at the existing information and business situation of Jiangsu Xida Air conditioning and purification equipment Corporation, It helps the managers of Jiangsu Xida Air conditioning and purification equipment Corporation to understand and diagnose the problems existing in the actual operation of the enterprises under the current operating environment, and provides the basis for the managers to improve their strategies. The research on quality cost control of air conditioning purification equipment based on customer satisfaction, which is guided by customer satisfaction, provides a clear direction for the continuous improvement of enterprise quality. It is helpful for enterprises to realize the maximization of customer value and the maximization of enterprise value at the same time to treat quality cost management from a strategic point of view. In order to perfect the whole quality cost management system, the problem of quality cost management is discussed in depth.
【學(xué)位授予單位】：華東理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：F406.7;F426.6;F274

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