基于QFD的我国遥感卫星应用产品服务质量研究
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摘要
卫星遥感应用是我国航天事业的重要组成部分,是当今世界最具挑战性的高科技领域之一,也是一个国家综合国力的体现,积极发展卫星遥感应用是增强我国综合实力的重要举措?自1999年我国自主研制的中巴资源卫星成功发射以来,我国遥感卫星市场发展迅速,其产品已经广泛应用于国民经济中的诸多领域,创造了巨大的社会价值,也使我国跻身于遥感卫星领域世界先进行列?因此,对我国遥感卫星应用产品服务质量进行科学的研究具有十分重要的意义?
质量机能展开(QFD)方法最早应用于实体产品设计领域,该技术通过将用户语言(用户需求)转化为设计者语言(产品特性)使得最终产品更加符合用户的需求?随着上世纪九十年代服务业的快速发展,众多学者将QFD方法应用于服务的设计中,取得了较好的效果本研究前期通过大量资料的搜集?整理?分析,对国内外遥感卫星产品服务现状包括服务内容?服务流程?目标用户群体进行详细的了解,并通过国内外现状的对比分析寻找我国遥感卫星服务中存在的差距?之后将QFD方法实际应用于我国遥感卫星应用产品服务质量研究设计工作当中,通过质量屋(HOQ)技术将我国卫星用户对于产品服务质量的需求转化为服务质量设计特性并得到相应指标的绝对及相对权重,最终得出具有实际意义的对服务质量有重要影响的指标,研究成果对于我国遥感卫星产品服务质量的提升以及明确未来的改进方向,具有重大的推动作用?
Remote-sensing satellite is an important part of aerospace industry of China.It is a manifestation of a nation's strength.Development in satellite remote sensing applications is to enhance the comprehensive strength of our important initiatives.Since 1999,China has developed CBERS series satellite independently. Its products have been widely used in many areas of the national economy, creating enormous social value. Therefore, research on service quality of applications of remote sensing satellites has very important significance.
Quality Function Deployment (QFD) technology was first used in physical product design, turn the user language (users’demand) into the designer language (product features) making the final product more in line with the needs of users. Since the 90’s of the last century ,with the rapid development of the service industry,the QFD method was applied to the design of service, and achieved good results. We obtain the requirement of users of the satellites through the previous large amount of data.And then apply QFD method into the applications of remote sensing satellite research and the design quality of service.Turn the service requirement of the satellite users into design features of service quality with the House of Quality (HOQ) technology, and ultimately come to the indicators of service quality which have practical implications, the result of research will help our remote sensing satellites to enhance the quality and show the direction of improvement in the future.
质量机能展开(QFD)方法最早应用于实体产品设计领域,该技术通过将用户语言(用户需求)转化为设计者语言(产品特性)使得最终产品更加符合用户的需求?随着上世纪九十年代服务业的快速发展,众多学者将QFD方法应用于服务的设计中,取得了较好的效果本研究前期通过大量资料的搜集?整理?分析,对国内外遥感卫星产品服务现状包括服务内容?服务流程?目标用户群体进行详细的了解,并通过国内外现状的对比分析寻找我国遥感卫星服务中存在的差距?之后将QFD方法实际应用于我国遥感卫星应用产品服务质量研究设计工作当中,通过质量屋(HOQ)技术将我国卫星用户对于产品服务质量的需求转化为服务质量设计特性并得到相应指标的绝对及相对权重,最终得出具有实际意义的对服务质量有重要影响的指标,研究成果对于我国遥感卫星产品服务质量的提升以及明确未来的改进方向,具有重大的推动作用?
Remote-sensing satellite is an important part of aerospace industry of China.It is a manifestation of a nation's strength.Development in satellite remote sensing applications is to enhance the comprehensive strength of our important initiatives.Since 1999,China has developed CBERS series satellite independently. Its products have been widely used in many areas of the national economy, creating enormous social value. Therefore, research on service quality of applications of remote sensing satellites has very important significance.
Quality Function Deployment (QFD) technology was first used in physical product design, turn the user language (users’demand) into the designer language (product features) making the final product more in line with the needs of users. Since the 90’s of the last century ,with the rapid development of the service industry,the QFD method was applied to the design of service, and achieved good results. We obtain the requirement of users of the satellites through the previous large amount of data.And then apply QFD method into the applications of remote sensing satellite research and the design quality of service.Turn the service requirement of the satellite users into design features of service quality with the House of Quality (HOQ) technology, and ultimately come to the indicators of service quality which have practical implications, the result of research will help our remote sensing satellites to enhance the quality and show the direction of improvement in the future.
引文
[1]黎贞发.气象卫星及其遥感应用产品[J].天津科技. 2002, 29ξ004ο: 29-35.
[2]庄逢甘,陈述彭.卫星遥感与政府决策[M].宇航出版社, 1997:34-35.
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[6]韦福祥.服务质量评价与管理[M].人民邮电出版社, 2005:54-55.
[7] Ravald A, Gronroos C. The Value Concept and Relationship Marketing[J]. European Journal of Marketing. 1996, 30ξ2ο: 19-30.
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[11]佟伟伟.服务质量评价模型比较分析[J].商业时代. 2009ξ012ο: 14-21.
[12] Jain S K, Gupta G. Measuring Service Quality: SERVQUAL vs. SERVPERF Scales[J]. Vikalpa. 2004, 29ξ2ο: 25-37.
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[17] Collier J E, Bienstock C C. Measuring Service Quality in E-retailing[J]. Journal of Service Research. 2006, 8ξ3ο: 260-271.
[18]亚当,斯密,冯国超.国民财富的性质和原因的研究[M].商务印书馆, 1979:132-135.
[19]马克思.剩余价值论[J].文学理论学习资料ξ上ο[z].北京:北京大学出版社. 1981.
[20] Hill T P. Review of Income and Wealth on Goods and Services[J]. 1977, 23ξ4ο: 315-338.
[21]李海洋,牛海鹏.服务营销[M]. 1996:154-156.
[22] La Londe B J, Zinszer P H, National C O P D. Customer Service: Meaning and Measurement[M]. National Council of Physical Distribution Management, 1976:145-147.
[23] Armstrong G, Harker M, Kotler P, et al. Marketing: an Introduction[M]. FT Press, 2009:39-42.
[24] Grnroos C. Service Management and Marketing: a Customer Relationship Management Approach[M]. John Wiley & Sons Inc, 2000:45-47.
[25]雷江升.服务及服务质量理论研究综述[J]. Productivity Research. 2007:6-8.
[26] Gronroos. Marketingin Service Companies[Z]. 1983:12-14.
[27]高锋,肖诗顺.服务质量评价理论研究综述[J].商业时代. 2009ξ006ο: 16-17.
[28]王淑翠,王伟.服务质量文献综述[J].山东经济. 2005, 21ξ005ο: 22-25.
[29]赵吉壮,余伟萍,王成杰.服务质量研究综述[J].技术与市场. 2008ξ001ο: 82-84.
[30] Bitner M J, Zeithaml V A, Gremler D D. Technology s Impact on the Gaps Model of Service Quality[J]. Handbook of Service Science. 2010: 197-218.
[31]宋彦军. TQM, I S O与服务质量管理[M]. 2005:60-61.
[32] Landrum H, Prybutok V, Zhang X, et al. Measuring is System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions[J]. Informing Science: International Journal of an Emerging Transdiscipline. 2009, 12: 17-35.
[33] Seth N, Deshmukh S G, Vrat P. Service Quality Models: a Review[J].International Journal of Quality & Reliability Management. 2005, 22ξ9ο: 913-949.
[34] Ladhari R. A Review of Twenty Years of SERVQUAL Research[J]. International Journal of Quality and Service Sciences. 2009, 1ξ2ο: 172-198.
[35] Buttle F. SERVQUAL: Review, Critique, Research Agenda[J]. European Journal of Marketing. 1996, 30ξ1ο: 8-32.
[36] Parasuraman A, Zeithaml V A, Malhotra A. ES-QUAL: a Multiple-item Scale for Assessing Electronic Service Quality[J]. Journal of Service Research. 2005, 7ξ3ο: 213-233.
[37] Akao Y, Mazur G H. The Leading Edge in QFD: Past, Present and Future[J]. International Journal of Quality & Reliability Management. 2003, 20ξ1ο: 20-35.
[38] Sullivan L P. Quality Function Deployment.[J]. 1986,38ξ012ο:78-85.
[39] Chan L K, Wu M L. Quality Function Deployment: A Literature Review[J]. European Journal of Operational Research. 2002, 143ξ3ο: 463-497.
[40]林志航,车阿大.质量功能配置研究现状及进展——兼谈对我国QFD研究与应用的看法[J].机械科学与技术. 1998, 17ξ1ο: 119-121.
[41] Vinodh S, Kumar Chintha S. Application of Fuzzy QFD for enabling Leanness in a Manufacturing Organisation[J]. International Journal of Production Research. 2011, 49ξ6ο: 1627-1644.
[42]熊伟.质量机能展开[M].化学工业出版社, 2005:32-38.
[43]孔造杰,郝永敬.质量功能配置与维护功能配置理论与方法[M]. 2008:25-28.
[44]李含.基于服务业的质量功能展开应用研究[Z]. 2009:19-32.
[45] Venetis K A, Ghauri P N. Service Quality and Customer Retention: Building Long-term Relationships[J]. European Journal of Marketing. 2004, 38ξ11/12ο: 1577-1598.
[46]武佳丽,余涛,顾行发等.中国资源卫星现状与应用趋势概述[J].遥感信息. 2008ξ006ο: 96-101.
[47]顾先冰,司群英.国内外遥感卫星发展现状[J].航天返回与遥感. 2000, 21ξ002ο: 29-33.
[48]简介.中国资源卫星应用中心. 2007. www.cresda.com/n16/n1130.html
[49]卫星用户分类.中国遥感卫星研究所网站. 1999. www.nrscc.gov.cn.
[50]文档/资料.国际数据服务平台. 2001. datamirror.csdb.cn/doc_landsat.jsp.
[51]林小芳.基于HOQ技术的电信服务质量改善方法研究[J]. 2006.
[2]庄逢甘,陈述彭.卫星遥感与政府决策[M].宇航出版社, 1997:34-35.
[3]裴浩,敖艳红.卫星遥感技术的应用与发展[J].航天器工程. 2008, 17ξ006ο: 102-106.
[4]张万良,刘德长.卫星遥感及其应用的发展态势[J].世界核地质科学. 2005, 212ξ012ο: 55-57.
[5]孟庆岩,顾行发,余涛,等.我国民用卫星遥感应用现状,问题与趋势[J].地震. 2009, 29ξB10ο: 26-32.
[6]韦福祥.服务质量评价与管理[M].人民邮电出版社, 2005:54-55.
[7] Ravald A, Gronroos C. The Value Concept and Relationship Marketing[J]. European Journal of Marketing. 1996, 30ξ2ο: 19-30.
[8] Gronroos C. A Service Quality Model and its Marketing Implications[J]. European Journal of Marketing. 1993, 18ξ4ο: 36-49.
[9] Parasuraman A, Zeithaml V A, Berry L L. A Conceptual Model of Service Quality and its Implications for Future Research[J]. The Journal of Marketing. 1985, 49ξ4ο: 41-60.
[10] Lewis R C, Booms B H. The Marketing Aspects of Service Quality in Emerging Perspectives on Services Marketing[J]. Chicago: American Marketing. 1983: 99-117.
[11]佟伟伟.服务质量评价模型比较分析[J].商业时代. 2009ξ012ο: 14-21.
[12] Jain S K, Gupta G. Measuring Service Quality: SERVQUAL vs. SERVPERF Scales[J]. Vikalpa. 2004, 29ξ2ο: 25-37.
[13] Vogels R, Lemmink J, Kasper H. Some Methodological Remarks on the SERVQUAL Model[C]. 1989:72-76.
[14] Carman J M. Consumer Perceptions of Service Quality: An Assessment of the SERVQUAL Dimensions.[J]. Journal of Retailing. 1990,56ξ7ο:23-25.
[15] Parasuraman A, Zeithaml V A, Berry L L. SERVQUAL: A Multiple-item Scale for Measuring Consumer Perceptions of Service Quality.[J]. Journal of retailing. 1988,ξ19ο:14-37.
[16] Liu C T, Du T C, Tsai H H. A Study of the Service Quality of GeneralPortals[J]. Information & Management. 2009, 46ξ1ο: 52-56.
[17] Collier J E, Bienstock C C. Measuring Service Quality in E-retailing[J]. Journal of Service Research. 2006, 8ξ3ο: 260-271.
[18]亚当,斯密,冯国超.国民财富的性质和原因的研究[M].商务印书馆, 1979:132-135.
[19]马克思.剩余价值论[J].文学理论学习资料ξ上ο[z].北京:北京大学出版社. 1981.
[20] Hill T P. Review of Income and Wealth on Goods and Services[J]. 1977, 23ξ4ο: 315-338.
[21]李海洋,牛海鹏.服务营销[M]. 1996:154-156.
[22] La Londe B J, Zinszer P H, National C O P D. Customer Service: Meaning and Measurement[M]. National Council of Physical Distribution Management, 1976:145-147.
[23] Armstrong G, Harker M, Kotler P, et al. Marketing: an Introduction[M]. FT Press, 2009:39-42.
[24] Grnroos C. Service Management and Marketing: a Customer Relationship Management Approach[M]. John Wiley & Sons Inc, 2000:45-47.
[25]雷江升.服务及服务质量理论研究综述[J]. Productivity Research. 2007:6-8.
[26] Gronroos. Marketingin Service Companies[Z]. 1983:12-14.
[27]高锋,肖诗顺.服务质量评价理论研究综述[J].商业时代. 2009ξ006ο: 16-17.
[28]王淑翠,王伟.服务质量文献综述[J].山东经济. 2005, 21ξ005ο: 22-25.
[29]赵吉壮,余伟萍,王成杰.服务质量研究综述[J].技术与市场. 2008ξ001ο: 82-84.
[30] Bitner M J, Zeithaml V A, Gremler D D. Technology s Impact on the Gaps Model of Service Quality[J]. Handbook of Service Science. 2010: 197-218.
[31]宋彦军. TQM, I S O与服务质量管理[M]. 2005:60-61.
[32] Landrum H, Prybutok V, Zhang X, et al. Measuring is System Service Quality with SERVQUAL: Users' Perceptions of Relative Importance of the Five SERVPERF Dimensions[J]. Informing Science: International Journal of an Emerging Transdiscipline. 2009, 12: 17-35.
[33] Seth N, Deshmukh S G, Vrat P. Service Quality Models: a Review[J].International Journal of Quality & Reliability Management. 2005, 22ξ9ο: 913-949.
[34] Ladhari R. A Review of Twenty Years of SERVQUAL Research[J]. International Journal of Quality and Service Sciences. 2009, 1ξ2ο: 172-198.
[35] Buttle F. SERVQUAL: Review, Critique, Research Agenda[J]. European Journal of Marketing. 1996, 30ξ1ο: 8-32.
[36] Parasuraman A, Zeithaml V A, Malhotra A. ES-QUAL: a Multiple-item Scale for Assessing Electronic Service Quality[J]. Journal of Service Research. 2005, 7ξ3ο: 213-233.
[37] Akao Y, Mazur G H. The Leading Edge in QFD: Past, Present and Future[J]. International Journal of Quality & Reliability Management. 2003, 20ξ1ο: 20-35.
[38] Sullivan L P. Quality Function Deployment.[J]. 1986,38ξ012ο:78-85.
[39] Chan L K, Wu M L. Quality Function Deployment: A Literature Review[J]. European Journal of Operational Research. 2002, 143ξ3ο: 463-497.
[40]林志航,车阿大.质量功能配置研究现状及进展——兼谈对我国QFD研究与应用的看法[J].机械科学与技术. 1998, 17ξ1ο: 119-121.
[41] Vinodh S, Kumar Chintha S. Application of Fuzzy QFD for enabling Leanness in a Manufacturing Organisation[J]. International Journal of Production Research. 2011, 49ξ6ο: 1627-1644.
[42]熊伟.质量机能展开[M].化学工业出版社, 2005:32-38.
[43]孔造杰,郝永敬.质量功能配置与维护功能配置理论与方法[M]. 2008:25-28.
[44]李含.基于服务业的质量功能展开应用研究[Z]. 2009:19-32.
[45] Venetis K A, Ghauri P N. Service Quality and Customer Retention: Building Long-term Relationships[J]. European Journal of Marketing. 2004, 38ξ11/12ο: 1577-1598.
[46]武佳丽,余涛,顾行发等.中国资源卫星现状与应用趋势概述[J].遥感信息. 2008ξ006ο: 96-101.
[47]顾先冰,司群英.国内外遥感卫星发展现状[J].航天返回与遥感. 2000, 21ξ002ο: 29-33.
[48]简介.中国资源卫星应用中心. 2007. www.cresda.com/n16/n1130.html
[49]卫星用户分类.中国遥感卫星研究所网站. 1999. www.nrscc.gov.cn.
[50]文档/资料.国际数据服务平台. 2001. datamirror.csdb.cn/doc_landsat.jsp.
[51]林小芳.基于HOQ技术的电信服务质量改善方法研究[J]. 2006.