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  本文關(guān)鍵詞：基于顧客滿意的質(zhì)量成本管理研究　出處：《江蘇科技大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 質(zhì)量成本 顧客滿意 系統(tǒng)動(dòng)力學(xué) 質(zhì)量成本管理

【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(yùn)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(jià)值，更關(guān)注顧客價(jià)值，它致力于同時(shí)達(dá)到兩方面的效果：一是提高企業(yè)產(chǎn)品和服務(wù)質(zhì)量，降低企業(yè)成本，實(shí)現(xiàn)企業(yè)價(jià)值最大化，二是提高顧客滿意度，實(shí)現(xiàn)顧客價(jià)值最大化。因此，企業(yè)在進(jìn)行質(zhì)量成本管理時(shí)，要兼顧企業(yè)和顧客兩個(gè)方面，在滿足顧客需求的同時(shí)努力為企業(yè)創(chuàng)造價(jià)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)量成本體系；其次，探討了構(gòu)建質(zhì)量成本管理模型所應(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，確定質(zhì)量成本模型所涉及到的變量，構(gòu)建以顧客滿意為導(dǎo)向的質(zhì)量成本的系統(tǒng)動(dòng)力學(xué)模型；再次，以ABC公司為例，針對ABC公司的現(xiàn)有資料和經(jīng)營情況，用Vensim軟件對模型進(jìn)行模擬仿真，，幫助ABC公司管理者了解和診斷當(dāng)前經(jīng)營環(huán)境下企業(yè)運(yùn)營中存在的問題；最后，進(jìn)行策略模擬，觀察實(shí)施效果，從供應(yīng)商管理、價(jià)格制定、員工培訓(xùn)等方面提出優(yōu)化策略，為管理者進(jìn)行策略改進(jìn)提供依據(jù)。
[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, enterprises must pay attention to the customer's demand. 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 pays attention to customer value. It is committed to achieve two effects simultaneously: first, to improve the quality of enterprise products and services, and reduce enterprise costs. To maximize the value of enterprises, the second is to improve customer satisfaction and maximize customer value. Therefore, enterprises should take into account both enterprise and customer in quality cost management. This paper tries 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 system based on customer satisfaction. Secondly, the paper discusses the method of constructing the quality cost management model, and analyzes the influencing factors of the quality cost according to the production and operation process of the enterprise, and determines the variables involved in the quality cost model. The system dynamics model of quality cost oriented by customer satisfaction is constructed. Thirdly, taking ABC Company as an example, according to the existing data and operating situation of ABC Company, the model is simulated by Vensim software. Help ABC managers to understand and diagnose the existing problems in the current business environment; Finally, the strategy simulation is carried out, the effect of implementation is observed, and the optimization strategy is put forward from the aspects of supplier management, price setting and employee training, which provides the basis for the managers to improve the strategy.
【學(xué)位授予單位】：江蘇科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F426.721;F274;F406.7

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本文編號：1438794