摘要:With the development of a new era, the connotation for quality concept has been greatly changed. The original required technical standards for quality judgment is substituted by satisfaction of customer requirement and customers become the final judges. The evaluation of customer satisfaction for quality management in enterprises becomes more noticeable and important. The authors in this article adopt the theories of reliability and redundancy economics investigate customer satisfaction index to provide a designed model for improving customer satisfaction.%随着时代的发展, 质量的概念发生了很大的变化, 其判断标准由原来的符合技术标准转而成为满足顾客需求,顾客成为质量的最终判断者.对顾客满意的评测问题是企业质量管理工作中的一个重要方面,并越来越引起人们的关注.本文采用可靠性和冗余经济学的原理对顾客满意可靠度进行了一定的研究,并给出了一个提高顾客满意可靠度的冗余方案设计模型.