基于六西格玛设计的戴尔公司售后服务质量优化研究

发布时间：2018-01-03 18:08

本文关键词：基于六西格玛设计的戴尔公司售后服务质量优化研究　出处：《郑州大学》2014年硕士论文　论文类型：学位论文

【摘要】：六西格玛设计(DFSS)是一种改进服务质量的有效方法,其主要通过识别、界定、展开、优化设计、验证设计(IDDOV)流程实施售后服务行业的质量优化。近年来,戴尔公司的售后服务质量屡遭客户投诉,售后服务质量不尽人意。售后服务质量出现的问题在很大程度上影响了戴尔公司良好的产品形象。因而,如何找出影响其售后服务质量的关键因素,采取相应的改进措施,提升公司的售后服务质量是戴尔公司亟待解决的问题。本文在分析国内外相关文献的基础上,以现代质量管理的六西格玛管理为理论背景,按照六西格玛设计的IDDOV流程,系统地研究了戴尔公司的售后服务质量优化。首先,基于六西格玛设计及其流程分析,探讨了戴尔公司售后服务质量的现状,揭示了其售后服务质量的主要问题。其次,利用质量功能展开(QFD)方法,在六西格玛设计流程的识别、界定和展开阶段中,确定出影响戴尔公司售后服务的关键质量特性,并运用FMEA分析方法对戴尔售后服务的关键质量特性进行分析。进而,运用田口的稳健设计方法,对戴尔售后服务的关键质量特性的参数进行优化设计,实施了六西格玛优化设计和质量改进。最后,对戴尔售后服务维修时间的优化效果进行了验证。本文特色与创新之处主要表现在：①按照六西格玛设计的IDDOV流程对戴尔公司的售后服务质量进行优化设计；②利用QFD和FMEA方法,对戴尔公司售后服务关键质量特性进行识别与分析；③通过田口的稳健设计方法,对戴尔售后服务关键质量特性进行六西格玛优化设计及验证。本文的研究不仅为戴尔公司提供了一套可操作的售后服务质量的六西格玛设计方法,而且为其他服务企业开展和实施六西格玛设计提供了理论依据和实施途径。
[Abstract]:Six Sigma Design (DFSS) is an effective method to improve the quality of service. Verify the design of IDDOV) process to implement after-sales service industry quality optimization. In recent years, Dell's after-sales service quality has been repeatedly complained by customers. The quality of after-sales service is unsatisfactory. The problems of after-sales service quality affect Dell's good product image to a great extent. Therefore, how to find out the key factors that affect the quality of after-sales service. To improve the quality of after-sales service is an urgent problem for Dell. Based on the analysis of relevant literature at home and abroad, this paper takes the six Sigma management of modern quality management as the theoretical background, according to the IDDOV process designed by six Sigma. First of all, based on six Sigma design and process analysis, the current situation of Dell after-sales service quality is discussed. The main problems of after-sales service quality are revealed. Secondly, the QFDs are used to identify, define and expand the six Sigma design process. Determine the key quality characteristics that affect the after-sales service of Dell Company, and use the FMEA analysis method to analyze the key quality characteristics of Dell after-sales service. Then, use the robust design method of Taguchi. The parameters of the key quality characteristics of Dell after-sales service are optimized, and six Sigma optimization design and quality improvement are implemented. Finally, the effect of Dell after-sales service maintenance time optimization is verified. The main features and innovations of this paper are as follows: 1. According to the IDDOV process designed by six Sigma, the author optimizes the after-sales service quality of Dell Company. (2) identify and analyze the key quality characteristics of after-sales service of Dell Company by using QFD and FMEA methods; 3Through the robust design method of Taguchi. Six Sigma optimization design and verification of Dell after-sales service key quality characteristics. This study not only provides a set of operational after-sales service quality six Sigma design method for Dell. Moreover, it provides theoretical basis and implementation approach for other service enterprises to carry out and implement six Sigma design.
【学位授予单位】：郑州大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F416.671;F274

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