After-sale service quality management system in manufacturing

摘要

According to the dilemma existing in Chinese typical enterprise group such as lacking of effective management of after-sale service quality, this paper introduced an integrated method combining the theory of Quality Function Deployment (QFD) with the use of SERVQUAL model, and index improvement was considered with index importance to know the indexes which would be prior improved. Finally, according to framework, a developed software prototype for manufacturing and a practical evaluation case were given to verify the validity of the theory.