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Please use this identifier to cite or link to this item: http://ntour.ntou.edu.tw:8080/ir/handle/987654321/25989

Title: Applying fuzzy quality function deployment to identify service management requirements for customer quality needs
Authors: Gin-Shuh Liang
Contributors: NTOU:Department of Shipping and Transportation Management
國立臺灣海洋大學:航運管理學系
Keywords: customer quality needs;service management requirements;fuzzy relation matrix;fuzzy quality function deployment
Date: 2010-01-01
Issue Date: 2011-10-20T08:33:22Z
Publisher: Quality & Quantity
Abstract: Abstract:In this paper a fuzzy quality function deployment to identify service management requirements for customer quality needs is developed. First, customer quality needs with importance degree have been investigated followed by development of service management requirements for satisfying the observed customer quality needs. Furthermore, construct a fuzzy relation matrix to link service management requirements and customer quality needs
based on cross-functional expertise. The aggregated fuzzy assessments of various service
management requirements are ranked to determine their importance priority. Finally, an empirical study for identifying the service management requirements for customer quality is used to demonstrate the proposed approach.
Relation: 44(1), pp.47-57
URI: http://ntour.ntou.edu.tw/handle/987654321/25989
Appears in Collections:[航運管理學系] 期刊論文

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