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A quality function deployment approach for improving technical library and information services : a case study

机译:用于改进技术图书馆和信息服务的质量功能部署方法:案例研究

摘要

Quality function deployment (QFD) stresses customer‐driven planning, continuous improvement and people participation. This paper elaborates a six‐stage QFD approach based on an empirical study of the provision of the library and information services (LIS) in a technical organisation in Hong Kong. Customer requirements are identified through the focus‐group brainstorming and critical‐incident interviews with users. The study identified 45 critical incidents, and translated them into 23 satisfaction items. Two iterations of house of quality (HOQ) were finally constructed for meshing the quality improvement efforts. The paper identifies the key quality dimensions and illustrates how the QFD approach can lead to effective quality deployment in the provision of LIS. The approach provides a practical means that helps organisations to identify customer satisfaction criteria, and integrate improvement strategies and plans into management decision‐making processes.
机译:质量功能部署(QFD)强调客户驱动的计划,持续改进和人员参与。本文基于对香港某技术组织的图书馆和信息服务(LIS)提供的经验研究,阐述了一个六阶段的QFD方法。通过焦点小组的头脑风暴和对用户的严重事件访谈来确定客户需求。该研究确定了45个严重事件,并将其转化为23个满意度项目。最终构建了两次质量屋(HOQ),以划分质量改进工作。本文确定了关键的质量维度,并说明了QFD方法如何在LIS的提供中导致有效的质量部署。该方法提供了一种实用的方法,可以帮助组织确定客户满意度标准,并将改进策略和计划集成到管理决策过程中。

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