摘要
应用QFD与分析型Kano模型集成方法,在准确获取顾客需求、考虑企业资源限制的基础上,提出了物流服务设计要素决策流程框架和模型,并用算例验证了该集成方法的有效性。研究结果表明:基于QFD与分析型Kano模型集成的物流服务设计要素决策方法,可以兼顾企业和顾客两方面利益,为物流服务设计提供定量分析方法和决策过程指导。
Based on accurately acquiring customer requirements and considering corporate resources limitation, this paper introduces logistics design elements decision-making process and model by integration method of QFD and analytical KANO model, the numerical example shows that the method is effective. The results show that：based on QFD and analytical Kano model, logistics design elements decision-making model can take the interests of both businesses and consumers into account, and provide quantitative analysis and decision-making process guidance for logistics design.
出处
《江苏商论》
2014年第5期23-27,36,共6页
Jiangsu Commercial Forum
