NDLI: After-sale service quality management system in manufacturing

Content Provider	IEEE Xplore Digital Library
Author	Cui Xiangmin Hu Yaoguang Gao Fenggong Cheng Xi Wang Yunzhi Zhang Ruijun
Copyright Year	2010
Description	Author affiliation: Industrial engineering, Beijing Institute of Technology, China (Cui Xiangmin; Hu Yaoguang; Gao Fenggong; Cheng Xi; Wang Yunzhi) \|\| Business School, Renmin University, Beijing, China (Zhang Ruijun)
Abstract	According to the dilemma existing in Chinese typical enterprise group such as lacking of effective management of after-sale service quality, this paper introduced an integrated method combining the theory of Quality Function Deployment (QFD) with the use of SERVQUAL model, and index improvement was considered with index importance to know the indexes which would be prior improved. Finally, according to framework, a developed software prototype for manufacturing and a practical evaluation case were given to verify the validity of the theory.
Starting Page	2029
Ending Page	2034
File Size	424353
Page Count	6
File Format	PDF
ISBN	9781424450459
e-ISBN	9781424450466
DOI	10.1109/ICIEA.2010.5515529
Language	English
Publisher	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Publisher Date	2010-06-15
Publisher Place	Taiwan
Access Restriction	Subscribed
Rights Holder	Institute of Electrical and Electronics Engineers, Inc. (IEEE)
Subject Keyword	Quality management Quality function deployment Industrial engineering Customer satisfaction Manufacturing industries Virtual manufacturing Application software Pulp manufacturing Companies Process design management system manufacturing SERVQUAL model index aftersale service
Content Type	Text
Resource Type	Article

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1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
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