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Journal of Korean Society for Quality Management 1996;24(4): 141-. |
| QFD를 이용한 항공서비스 불만처리 흐름 개선 |
| 전영호, 유일근, 임형택 |
| 홍익대학교 산업공학과 |
| Improvement of the Customer Complaint Service Using QFD in Airline Industry |
| Young-Ho Chun, Il-Geon Yoo, Hyung-Tek Lim |
| Dept. of Industrial Engineering, Hongik University |
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| ABSTRACT |
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In service industries, it is very hard to transform the quantified factor into qualified one. Nowadays, however, service industries employee various methods developed by the academic society to manage effectively. Therefore, we have focused our research on QFD that is applied to improve the flow of execution in customer complains in Air Lines which can be considered as the representation of Service Industries. QFD is a method of developing new service with response to the demand from customer thanks to the application of QFD. In this paper we decide the priority of the department for executing the customer service of Air Lines. After setting up the relations among departments, we analyze the problems caused by the contact between customers and departments. |
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