The Study of a Comprehensive Assessment Method for Service Quality of ISO 9000 Consulting Service Based on a Hierarchical Grey Analysis

摘要

Today, more and more corporations are adopting and implementing ISO9000 standard to improve their competitive advantage. Numerous realities showed that service quality of ISO9000 consulting service has become a key that decide the organizations' success or failure in introducing and implementing ISO9000 standard. Accurate measurement of service quality of ISO9000 consulting service has become a major concern to consulting firms and their clients as well. However, in the established literatures, few references researched on how to assess the service quality of ISO9000 consulting service. The purpose of this paper is to propose a method to evaluate the service quality of ISO9000 consulting service properly by using an integrated evaluation model based on the hierarchical grey analysis. First, the paper introduces the method to synthetically evaluate the service quality of ISO9000 consulting service, subsequently, a case study is presented. The results show that the method is applicable and realistic because it can largely reduce the negative effects cased by subjective consciousness and artificial randomness.