After-sale service quality management system in manufacturing

Cui Xiangmin; Gao Fenggong; Wang Yunzhi; Hu Yaoguang; Cheng Xi; Zhang Ruijun

doi:10.1109/ICIEA.2010.5515529

After-sale service quality management system in manufacturing

Cui Xiangmin^*, Gao Fenggong, Wang Yunzhi, Hu Yaoguang, Cheng Xi, Zhang Ruijun

^*Corresponding author for this work

School of Mechanical Engineering

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

2 Citations (Scopus)

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.

Original language	English
Title of host publication	Proceedings of the 2010 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010
Pages	2029-2034
Number of pages	6
DOIs	https://doi.org/10.1109/ICIEA.2010.5515529
Publication status	Published - 2010
Event	5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010 - Taichung, Taiwan, Province of China Duration: 15 Jun 2010 → 17 Jun 2010

Publication series

Name	Proceedings of the 2010 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010

Conference

Conference	5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010
Country/Territory	Taiwan, Province of China
City	Taichung
Period	15/06/10 → 17/06/10

Keywords

Aftersale service
Index
Management system
Manufacturing
SERVQUAL model

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10.1109/ICIEA.2010.5515529

Cite this

Xiangmin, C., Fenggong, G., Yunzhi, W., Yaoguang, H., Xi, C., & Ruijun, Z. (2010). After-sale service quality management system in manufacturing. In Proceedings of the 2010 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010 (pp. 2029-2034). Article 5515529 (Proceedings of the 2010 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010). https://doi.org/10.1109/ICIEA.2010.5515529

@inproceedings{923ded9024c74c658088c19f729b12dd,

title = "After-sale service quality management system in manufacturing",

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.",

keywords = "Aftersale service, Index, Management system, Manufacturing, SERVQUAL model",

author = "Cui Xiangmin and Gao Fenggong and Wang Yunzhi and Hu Yaoguang and Cheng Xi and Zhang Ruijun",

year = "2010",

doi = "10.1109/ICIEA.2010.5515529",

language = "English",

isbn = "9781424450466",

series = "Proceedings of the 2010 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010",

pages = "2029--2034",

booktitle = "Proceedings of the 2010 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010",

note = "5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010 ; Conference date: 15-06-2010 Through 17-06-2010",

}

Xiangmin, C, Fenggong, G, Yunzhi, W, Yaoguang, H, Xi, C & Ruijun, Z 2010, After-sale service quality management system in manufacturing. in Proceedings of the 2010 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010., 5515529, Proceedings of the 2010 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010, pp. 2029-2034, 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010, Taichung, Taiwan, Province of China, 15/06/10. https://doi.org/10.1109/ICIEA.2010.5515529

After-sale service quality management system in manufacturing. / Xiangmin, Cui; Fenggong, Gao; Yunzhi, Wang et al.
Proceedings of the 2010 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010. 2010. p. 2029-2034 5515529 (Proceedings of the 2010 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010).

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - After-sale service quality management system in manufacturing

AU - Xiangmin, Cui

AU - Fenggong, Gao

AU - Yunzhi, Wang

AU - Yaoguang, Hu

AU - Xi, Cheng

AU - Ruijun, Zhang

PY - 2010

Y1 - 2010

N2 - 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.

AB - 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.

KW - Aftersale service

KW - Index

KW - Management system

KW - Manufacturing

KW - SERVQUAL model

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U2 - 10.1109/ICIEA.2010.5515529

DO - 10.1109/ICIEA.2010.5515529

M3 - Conference contribution

AN - SCOPUS:77956049818

SN - 9781424450466

T3 - Proceedings of the 2010 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010

SP - 2029

EP - 2034

BT - Proceedings of the 2010 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010

T2 - 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010

Y2 - 15 June 2010 through 17 June 2010

ER -

Xiangmin C, Fenggong G, Yunzhi W, Yaoguang H, Xi C, Ruijun Z. After-sale service quality management system in manufacturing. In Proceedings of the 2010 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010. 2010. p. 2029-2034. 5515529. (Proceedings of the 2010 5th IEEE Conference on Industrial Electronics and Applications, ICIEA 2010). doi: 10.1109/ICIEA.2010.5515529

After-sale service quality management system in manufacturing

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