Abstract
品質機能展開(QFD; Quality Function Deployment)是ㄧ種結構化的品管方法﹐它可以用來整合開發與設計､製造及巿場行銷之工作﹐使生產的產品或提供的服務能確實滿足顧客的需求。品質機能展開乃透過其特有之圖形表示界面—品質屋(HOQ; House of Quality)來實施﹐這HOQ界面連結了顧客的需求資訊與因應的解決方法﹐並提供達成最大顧客滿意度的評量準則。目前品質機能展開多應用在產品的開發設計上﹐本研究之目的在建立零售業的品質機能展開應用模式﹐以改善其服務品質﹐提昇顧客滿意度。此模式提出一HOQ架構﹐用於分析顧客需求與擬定改善方法﹐此外並設計評量法則來輔助經理人的決策。為了使此模式能整合在現有的管理資訊系統(MIS; Management Information System)環境中，本研究以物件導向程式設計 (OOP; Object-Oriented Programming)將模式實作成交談式應用軟體﹐透過軟體的輔助﹐零售業經理人將更有效地應用品質機能展開來分析顧客需求並擬定服務策略。Quality Function Deployment (QFD) is an organizational approachused to guide R&D, manufacturing, and marketing toward thedevelopment of products and services that satisfy the needs ofthe consumer. The QFD operations are performed by way of adiagram called the House of Quality (HOQ). The HOQ containsinformation about the customers' needs (what), mechanisms toaddress these needs (how), and the criterion for deciding which"how" provides the greatest customer satisfaction. A lessfamiliar application of QFD is the implementation of theapproach for the improvement of retail services. The objectiveof this research is to build a prototype retail QFDapplication. The prototype provides an HOQ architecture foranalyzing the customers' needs and specifying the improvements.Two evaluation algorithms are proposed to assistant the managerin making decision. To better integrate QFD into theManagement Information Systems (MIS) environment, interactivesoftware is developed using the object oriented programming(OOP) representation scheme. The software provides anintegrated workbench for building retail HOQs and designingretail service strategies.