QFD-Based Service Design and its Application to Library Services System

Abstract

Abstract: By using the service quality loop and quality function deployment (QFD) method, a service QFD measurement model for a systematic two-step service design process is built. At the same time, a fuzzy evaluation model of service importance elements (quality factor) is established. Detailed study is conducted for a university library service system. It identifies the critical service elements and quality factors to be improved in the library service system design so as to improve the quality of library services.

Key words: service system design； fuzzy theory； quality function deployment(QFD)
, 

Chen Li, Xu Zhe，Liu Pei-hua，Tao Ran. QFD-Based Service Design and its Application to Library Services System[J]. Industrial Engineering Journal , 2013, 16(4): 140-146.

References

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