Kano,QFD等工具在房地产售后服务质量提升方面的应用研究——以方远建设集团房地产开发有限公司为例
Research on Promoting After-Sales Service Quality of Real Estate Industry Based on Kano, QFD and Other Tools——Taking the Fangyuan Group Real Estate Development Co. Ltd as a Case

作者: 陈志军 :方远集团,方远建设集团房地产开发有限公司,台州; 吴志新 :浙江经贸职业技术学院工商管理系,杭州;

关键词: KanoQFD房地产售后服务质量提升Kano QFD After-Sales Service of Real Estate Quality Improvement

摘要: 房地产的售后服务由于售后服务管理体制不健全,管理不规范和工作经验的缺乏该行业遭遇到成长过程中必然产生的各种问题,受到的消费者投诉在各行业之首,为了解决该问题,本文通过基于KANO模型与QFD集成的顾客(或业主)需求设计方法研究,为房地产售后服务行业分析顾客需求提供了一种新的方法。本项目还以浙江一家房地产开发有限公司的售后服务中心为例,分析该公司在房地产售后服务质量改进方面KANO 模型与 QFD等工具的应用过程及应用效果。

Abstract: Various problems happened in the growth process of real estate service because of distempered- ness of after-sales service management system, irregularities of management and lack of work experience. Most consumer complaints appear in the real estate market. In order to solve the problems, this paper pro- vides after-sales service of real estate industry with a new approach by analyzing the customers’ requirements based on KANO model integrated with QFD customers (or owners) design method. This paper takes an after-sales service center of a real estate company in Zhejiang Province as an example and analyzes the application process and application result of this company with quality improvement tools: KANO model and QFD.

文章引用: 陈志军 , 吴志新 (2013) Kano,QFD等工具在房地产售后服务质量提升方面的应用研究——以方远建设集团房地产开发有限公司为例。 社会科学前沿, 2, 61-66. doi: 10.12677/ASS.2013.24011

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