基于顾客满意的空调净化设备企业质量成本控制研究

发布时间：2018-05-04 12:02

本文选题：质量成本 + 顾客满意　；参考：《华东理工大学》2017年硕士论文

【摘要】：买方市场条件下,企业之间的竞争日趋激烈,企业要在激烈的竞争当中保持竞争优势,必须关注顾客需求。在这种形势下,以顾客满意为导向的质量成本管理应运而生。以顾客为中心的质量成本管理,不仅关注企业价值,更关注顾客价值。因此,企业在进行质量成本管理时,要兼顾企业和顾客两个方面,在满足顾客需求的同时努力为企业创造价值。本文试图从顾客满意出发,为企业质量成本管理探索出一条有效的途径。论文首先通过分析传统质量成本管理的缺陷,重新思考顾客满意视角下的质量成本管理的涵义,并构建基于顾客满意的质量成本管理体系。其次,探讨了构建质量成本管理体系所应采取的方法,并根据企业的生产经营过程来分析质量成本的影响因素,构建以顾客满意为导向的质量成本管理体系。再次,以江苏希达空调净化设备总公司为例,针对江苏希达空调净化设备总公司的现有资料和经营情况,帮助江苏希达空调净化设备总公司管理者了解和诊断当前经营环境下企业实际运营中存在的问题,为管理者进行策略改进提供依据。基于顾客满意的空调净化设备企业质量成本控制研究,以顾客满意为导向,为企业质量持续改进工作提供明确的方向。以战略的眼光来看待质量成本管理,有助于企业在实现顾客价值最大化的同时实现企业价值最大化。对质量成本管理问题进行深入探讨,使整个质量成本管理体系更为完善。
[Abstract]:Under the condition of buyer's market, the competition among enterprises is becoming more and more intense. In order to maintain the competitive advantage in the fierce competition, the enterprises must pay attention to the customer's demand. In this situation, customer satisfaction-oriented quality cost management emerged as the times require. Customer-centered quality cost management not only pays attention to enterprise value, but also to customer value. Therefore, in the process of quality cost management, enterprises should pay attention to both the enterprise and the customer, and make great efforts to create value for the enterprise while satisfying the customer's demand. This paper attempts to explore an effective way for enterprise quality cost management from customer satisfaction. Firstly, by analyzing the defects of traditional quality cost management, this paper reconsiders the meaning of quality cost management from the perspective of customer satisfaction, and constructs a quality cost management system based on customer satisfaction. Secondly, the paper discusses the methods to construct the quality cost management system, analyzes the influencing factors of the quality cost according to the production and management process of the enterprise, and constructs the quality cost management system oriented by customer satisfaction. Thirdly, taking Jiangsu Xida Air conditioning and purification equipment Corporation as an example, aiming at the existing information and business situation of Jiangsu Xida Air conditioning and purification equipment Corporation, It helps the managers of Jiangsu Xida Air conditioning and purification equipment Corporation to understand and diagnose the problems existing in the actual operation of the enterprises under the current operating environment, and provides the basis for the managers to improve their strategies. The research on quality cost control of air conditioning purification equipment based on customer satisfaction, which is guided by customer satisfaction, provides a clear direction for the continuous improvement of enterprise quality. It is helpful for enterprises to realize the maximization of customer value and the maximization of enterprise value at the same time to treat quality cost management from a strategic point of view. In order to perfect the whole quality cost management system, the problem of quality cost management is discussed in depth.
【学位授予单位】：华东理工大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F406.7;F426.6;F274

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