本文關(guān)鍵詞：基于六西格瑪設(shè)計(jì)的戴爾公司售后服務(wù)質(zhì)量優(yōu)化研究　出處：《鄭州大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

  更多相關(guān)文章： 六西格瑪設(shè)計(jì) 售后服務(wù)質(zhì)量 穩(wěn)健設(shè)計(jì) 質(zhì)量功能展開 IDDOV流程

【摘要】：六西格瑪設(shè)計(jì)(DFSS)是一種改進(jìn)服務(wù)質(zhì)量的有效方法,其主要通過識別、界定、展開、優(yōu)化設(shè)計(jì)、驗(yàn)證設(shè)計(jì)(IDDOV)流程實(shí)施售后服務(wù)行業(yè)的質(zhì)量優(yōu)化。近年來,戴爾公司的售后服務(wù)質(zhì)量屢遭客戶投訴,售后服務(wù)質(zhì)量不盡人意。售后服務(wù)質(zhì)量出現(xiàn)的問題在很大程度上影響了戴爾公司良好的產(chǎn)品形象。因而,如何找出影響其售后服務(wù)質(zhì)量的關(guān)鍵因素,采取相應(yīng)的改進(jìn)措施,提升公司的售后服務(wù)質(zhì)量是戴爾公司亟待解決的問題。 本文在分析國內(nèi)外相關(guān)文獻(xiàn)的基礎(chǔ)上,以現(xiàn)代質(zhì)量管理的六西格瑪管理為理論背景,按照六西格瑪設(shè)計(jì)的IDDOV流程,系統(tǒng)地研究了戴爾公司的售后服務(wù)質(zhì)量優(yōu)化。首先,基于六西格瑪設(shè)計(jì)及其流程分析,探討了戴爾公司售后服務(wù)質(zhì)量的現(xiàn)狀,揭示了其售后服務(wù)質(zhì)量的主要問題。其次,利用質(zhì)量功能展開(QFD)方法,在六西格瑪設(shè)計(jì)流程的識別、界定和展開階段中,確定出影響戴爾公司售后服務(wù)的關(guān)鍵質(zhì)量特性,并運(yùn)用FMEA分析方法對戴爾售后服務(wù)的關(guān)鍵質(zhì)量特性進(jìn)行分析。進(jìn)而,運(yùn)用田口的穩(wěn)健設(shè)計(jì)方法,對戴爾售后服務(wù)的關(guān)鍵質(zhì)量特性的參數(shù)進(jìn)行優(yōu)化設(shè)計(jì),實(shí)施了六西格瑪優(yōu)化設(shè)計(jì)和質(zhì)量改進(jìn)。最后,對戴爾售后服務(wù)維修時(shí)間的優(yōu)化效果進(jìn)行了驗(yàn)證。 本文特色與創(chuàng)新之處主要表現(xiàn)在：①按照六西格瑪設(shè)計(jì)的IDDOV流程對戴爾公司的售后服務(wù)質(zhì)量進(jìn)行優(yōu)化設(shè)計(jì)；②利用QFD和FMEA方法,對戴爾公司售后服務(wù)關(guān)鍵質(zhì)量特性進(jìn)行識別與分析；③通過田口的穩(wěn)健設(shè)計(jì)方法,對戴爾售后服務(wù)關(guān)鍵質(zhì)量特性進(jìn)行六西格瑪優(yōu)化設(shè)計(jì)及驗(yàn)證。本文的研究不僅為戴爾公司提供了一套可操作的售后服務(wù)質(zhì)量的六西格瑪設(shè)計(jì)方法,而且為其他服務(wù)企業(yè)開展和實(shí)施六西格瑪設(shè)計(jì)提供了理論依據(jù)和實(shí)施途徑。
[Abstract]:Six Sigma Design (DFSS) is an effective method to improve the quality of service. Verify the design of IDDOV) process to implement after-sales service industry quality optimization. In recent years, Dell's after-sales service quality has been repeatedly complained by customers. The quality of after-sales service is unsatisfactory. The problems of after-sales service quality affect Dell's good product image to a great extent. Therefore, how to find out the key factors that affect the quality of after-sales service. To improve the quality of after-sales service is an urgent problem for Dell. Based on the analysis of relevant literature at home and abroad, this paper takes the six Sigma management of modern quality management as the theoretical background, according to the IDDOV process designed by six Sigma. First of all, based on six Sigma design and process analysis, the current situation of Dell after-sales service quality is discussed. The main problems of after-sales service quality are revealed. Secondly, the QFDs are used to identify, define and expand the six Sigma design process. Determine the key quality characteristics that affect the after-sales service of Dell Company, and use the FMEA analysis method to analyze the key quality characteristics of Dell after-sales service. Then, use the robust design method of Taguchi. The parameters of the key quality characteristics of Dell after-sales service are optimized, and six Sigma optimization design and quality improvement are implemented. Finally, the effect of Dell after-sales service maintenance time optimization is verified. The main features and innovations of this paper are as follows: 1. According to the IDDOV process designed by six Sigma, the author optimizes the after-sales service quality of Dell Company. (2) identify and analyze the key quality characteristics of after-sales service of Dell Company by using QFD and FMEA methods; 3Through the robust design method of Taguchi. Six Sigma optimization design and verification of Dell after-sales service key quality characteristics. This study not only provides a set of operational after-sales service quality six Sigma design method for Dell. Moreover, it provides theoretical basis and implementation approach for other service enterprises to carry out and implement six Sigma design.
【學(xué)位授予單位】：鄭州大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F416.671;F274

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