Improvement of the economic house of quality in service industry basedon SE coefficient and its applications

Abstract

Abstract: House of Quality (HOQ) behaves well-adapted and more feasible in the improvement of service quality. First, the main research works in the improvement on HOQ and its limitation in applications are illustrited. Then customer requirements and the demand of corporation value maximization are taken into considerration, the HOQ is improved in two aspects, that is, the main bodies are relevant matrix and the expantion of economy dimension. Therefore, an improved HOQ based on the structure equation coefficients is proposed. The relevant matrix is built by structure equation in order to avoid over-depending on experts' experience and waste the survey information. Besides, in order to meet the demand of corporation value maximization, an economy dimension is introduced by extending the HOQ's structure from two-dimension to three-dimension. Finally, the full HOQ modeling process is presented and its feasibility is provided through a practical case.

Key words: structure equation coefficient, economics house of quality, service quality

CLC Number:

C931.2

Wang Yanyu, Zhang Zhuo, Yang Rui. Improvement of the economic house of quality in service industry basedon SE coefficient and its applications[J]. Science Research Management, 2012, (4): 48-54,79.

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