After Sales

Powerful Essays
Apply quality function deployment model in after-sales service improvements: case company X

Logistics Master 's thesis Ye Tian 2011

Department of Business Technology Aalto University School of Economics

This study is to apply the quality function deployment (QFD) model in the Chinese heavy construction equipment market to improve the after-sales service. The main objectives of this study are to find out how to translate the customers’ needs into technical measurements by this QFD model for the supplier company and also to find out the priority and importance of each technical measurement to design the after-sales service model for the Chinese heavy construction equipment market. The main literature reviews are focusing on the comparison of the differences of aftersales models in the Western and Eastern markets and how to decrease the customers’ dissatisfaction of after-sales service by using the QFD model. Moreover, in this study there is a specific introduction of the QFD model and its core part, the house of quality (HOQ). And there is also an introduction of the focus group method which is used to define the research attributes in the QFD model. After the literature review and methodology introduction, there is a case study based on the company X from China. This company is a leading company in the Chinese heavy construction equipment market. By applying the data which is collected from the company X and its customers into the QFD model, there is possibility to make the guide that how to improve the after-sales service in the Chinese heavy construction equipment market. In this study, firstly we can know how the QFD model can be used in the service improvements, and then we can know how to improve the after-sales service by utilizing the QFD model in the Chinese heavy construction equipment market and also design the appropriate after-sales service model for this specific market.

Key words: after-sales service, Chinese heavy construction

References: Akao, Y. (1990). Quality Function Deployment: Integrating customer Requirements into Product Design. Cambridge, MA: Productiviry Press. Akao, Y., & Mazur, G. H. (2003). The Leading Edge in QFD: Past, Present and Future. The International Journal of Quality & Reliability Management 20 (1) , 20-35. AmericanSupplierInstitute. (1994). Quality Function Deployment (Service QFD): 3-Day Workshop. Derborn, MI: ASI Press. Bossert, J. L. (1991). Quality Function Deployment: A Practitioner 's Approach. Milwaukee, WI: ASQC Quality Press. Chan, L.-K., & Wu, M.-L. (2002b). Quality Function Deployment: A Comprehensive Review of Its Concepts and Methods. Quality Engineering 15 (1) , 23-35. Chan, L.-K., & Wu, M.-L. (2002a). Quality Function Deployment: A Literature Review. European journal of Operational Research 143 , 463-397. Cohen, L. (1995). Quality Function Deployment: How to Make QFD Work for You. Reading, MA: AddisonWeslwy. Cohen, M. A., Agrawal, N., & Agrawal, V. (2006). Winning in the aftermarket. Harvard business review 84 (5) , 129-138. Cohen, M. A., Cull, C., Lee, H. L., & Willen, D. (2000). Saturn 's Supply-Chain Innovation: High Value in After-Sales Service. Sloan Management Review (summer) , 93-101. Day, R. G. (1993). Quality Function Deployment: Linking a Company with Its Customers. Milwaukee, WI: ASQC Press. ENR. (2007). China 's Equipment Growth Yield Global Fruit. ENR: Engineering News Record 258 (17) . Eureka, W. E., & Ryan, N. E. (1994). The customer-driven company: Managerial Perspective on Quality Function Deployment. Dearborn, IL: ASI Press. Fisher, C., & Schutta, J. T. (2003). Developing New Service Incorporating the Voice of the Customer into Strategic Service Development. Milwaukee, WI: ASQ Quality Press. Govers, C. (1996). What and how about quality function deployment (QFD). International Journal of Production Economics 46-47 , 575-585. Griffin, A., & Hauser, J. R. (1993). The Voice of the Customer. Marketing Science 12 (1) , 1-27. 82 Hauser, J. R., & Clausing, D. (1988). The House of Quality. Harvard Business Review 66 (3) , 63-73. Herbig, P. A., & Palumbo, F. (1993). Serving the Aftermarket in Japan and the United States. Industrial Marketing Management 22 , 339-346. Hunt, R. A., & Xavier, F. B. (2003). The Leading Edge in Strategic QFD. The International Journal of Quality & Reliability Management 20 (1) , 56-73. Mazur, G. H. (2008). QFD in the Food Processing Industry. QFD Institute. Morgan, D. L. (1998). The Focus Group Guidebook. London, UK: SAGE. Prasad, B. (1998). Review of QFD and Related Deployment Tchniques. Journal of Manufacturing Systems 17 (3) , 221-234. Selen, W. J., & Schepers, j. (2001). Design of Quality Service System in the Public Sector: Use of Quality Function Deployment in Police Services. Total Quality Management 12 (5) , 677-687. Shanmugaraja, M., Nataraj, M., & Gunasekaran, N. (2010). Customer Care Management Model for Service Industry. iBusiness 2010 (2) , 145-155. Sullivan, L. P. (1986). Quality Function Deployment. Quality Progress 19 (6) , 39-50. Wilson, T. L., Boström, U., & Lundin, R. (1999). Communications and Expectations in After-sales Service Provision: Experiences of an International Swedish Firm. Industrial Marketing Management 28 , 381-394. 83

You May Also Find These Documents Helpful