本文選題：餐飲外賣服務(wù)質(zhì)量　切入點(diǎn)：六西格瑪設(shè)計(jì)　出處：《成都理工大學(xué)》2017年碩士論文

【摘要】：隨著餐飲外賣在近幾年的迅猛發(fā)展,通過互聯(lián)網(wǎng)訂餐來解決三餐的需求已融入普通大眾的生活習(xí)慣中。學(xué)生群體作為餐飲外賣市場的重要組成部分在享受著更加便捷的服務(wù)的同時(shí),也忍受著該行業(yè)中不斷涌現(xiàn)出的問題。部分餐飲商戶采用粗放的管理方式,忽視了影響顧客體驗(yàn)的問題,導(dǎo)致了餐飲商戶訂單減少,收入降低。由此可見,找到影響餐飲外賣服務(wù)質(zhì)量的關(guān)鍵因素并對(duì)其進(jìn)行優(yōu)化改進(jìn)是幫助餐飲商戶長期穩(wěn)定發(fā)展、持續(xù)盈利的關(guān)鍵點(diǎn)。六西格瑪設(shè)計(jì)的原理就是利用合理的流程進(jìn)行產(chǎn)品和服務(wù)質(zhì)量的優(yōu)化,通過在過程中對(duì)IDDOV流程的識(shí)別、定義、展開、優(yōu)化和驗(yàn)證階段的運(yùn)用,從而提高顧客對(duì)產(chǎn)品或服務(wù)的滿意程度。本文作者在查閱、歸納了大量國內(nèi)外相關(guān)文獻(xiàn)之后,以服務(wù)質(zhì)量和六西格瑪設(shè)計(jì)理論為基礎(chǔ),構(gòu)建了餐飲外賣服務(wù)質(zhì)量優(yōu)化框架。根據(jù)六西格瑪設(shè)計(jì)的IDDOV流程,對(duì)C高校餐飲外賣服務(wù)質(zhì)量的優(yōu)化進(jìn)行了研究。首先,通過調(diào)查分析了餐飲外賣服務(wù)的現(xiàn)狀,了解了C高校餐飲外賣服務(wù)的發(fā)展情況,根據(jù)調(diào)查數(shù)據(jù)分析總結(jié)出C高校餐飲外賣服務(wù)中存在的主要問題。再按照IDDOV流程,使用QFD的質(zhì)量屋模型和調(diào)查問卷對(duì)影響C高校餐飲外賣服務(wù)的關(guān)鍵質(zhì)量特性進(jìn)行了識(shí)別;緊接著利用FMEA方法對(duì)該關(guān)鍵質(zhì)量特性完成了深入的分析,得到了導(dǎo)致其失效的因素;然后,運(yùn)用田口穩(wěn)健設(shè)計(jì)法對(duì)失效因素進(jìn)行了優(yōu)化設(shè)計(jì)并使用驗(yàn)證試驗(yàn)的方法對(duì)優(yōu)化設(shè)計(jì)的效果進(jìn)行了驗(yàn)證。結(jié)果證明,該優(yōu)化框架能夠成功對(duì)餐飲外賣的服務(wù)質(zhì)量進(jìn)行優(yōu)化。其它的餐飲商戶能夠根據(jù)該優(yōu)化框架的流程,分析影響餐飲外賣服務(wù)質(zhì)量的關(guān)鍵因素,并按照優(yōu)化框架對(duì)其進(jìn)行優(yōu)化,從而提升顧客體驗(yàn),增加收入與利潤。本文的創(chuàng)新主要體現(xiàn)在將服務(wù)質(zhì)量理論與六西格瑪設(shè)計(jì)理論結(jié)合,構(gòu)建了餐飲外賣服務(wù)質(zhì)量優(yōu)化框架,結(jié)合QFD、FMEA、田口穩(wěn)健設(shè)計(jì)應(yīng)用于餐飲外賣服務(wù)質(zhì)量的優(yōu)化,填補(bǔ)了該理論在餐飲外賣服務(wù)領(lǐng)域的研究空缺。本文的研究不僅能夠給餐飲外賣商戶提高服務(wù)質(zhì)量提供參考,還能夠?yàn)楹罄^的研究者在與餐飲外賣配送相似的互聯(lián)網(wǎng)新形勢(shì)下的商超、水果、生鮮蔬菜、蛋糕、藥品等其它領(lǐng)域的服務(wù)質(zhì)量提供優(yōu)化思路。
[Abstract]:With the rapid development of takeout in recent years, The need to order meals through the Internet has been integrated into the general public's habits. Students, as an important part of the takeout market, are enjoying more convenient services. Some restaurants adopt extensive management methods, ignoring the problems affecting the customer experience, resulting in fewer orders and lower income. Finding out the key factors that affect the quality of catering take-out service and optimizing and improving it is to help restaurants develop steadily in the long run. The principle of six Sigma design is to optimize the quality of products and services through the identification, definition, expansion, optimization and verification of the IDDOV process in the process. In order to improve customer satisfaction with products or services. After consulting and summarizing a large number of relevant literature at home and abroad, the author based on the quality of service and six Sigma design theory. Based on the IDDOV process designed by six Sigma, the optimization of takeout service quality in C colleges and universities is studied. Firstly, the present situation of takeout service is analyzed through investigation. This paper studies the development of takeout service in C colleges and universities, analyzes and summarizes the main problems existing in the takeout service of C university according to the investigation data. Then according to the IDDOV process, This paper uses QFD's quality room model and questionnaire to identify the key quality characteristics that affect the catering takeout service in C colleges and universities, and then makes a thorough analysis of the key quality characteristics by using the FMEA method, and obtains the factors that lead to its failure. Then, the method of Taguchi robust design is used to optimize the design of failure factors and the method of validation test is used to verify the effect of the optimal design. The optimization framework can successfully optimize the service quality of takeout, and other restaurant merchants can analyze the key factors that affect the service quality according to the process of the optimization framework, and optimize the service quality according to the optimization framework. In order to enhance customer experience and increase income and profit, the innovation of this paper is mainly reflected in the combination of service quality theory and six Sigma design theory, and the optimization framework of catering take-out service quality is constructed. Combined with QFDFMEA, Taguchi's robust design is applied to the optimization of the quality of catering takeout service, which fills the research vacancy of this theory in the field of catering takeout service. The research in this paper can not only provide a reference for the restaurant take-out merchants to improve the service quality, It can also provide an optimized idea for the service quality of the following researchers in the new Internet situation similar to food and beverage delivery, such as commercial supermarket, fruit, fresh vegetables, cake, medicine and so on.
【學(xué)位授予單位】：成都理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2017
【分類號(hào)】：F719.3

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