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Development of Quality of Life Indexes By Applying Quality Function Deployment (QFP) to Administrative Services

通过将质量功能部署（QFP）应用于行政服务来制定生活质量指数

基本信息

批准号：
17560466
负责人：
SATO Keiichi
金额：
$ 2.24万
依托单位：
Hokkaido University
依托单位国家：
日本
项目类别：
Grant-in-Aid for Scientific Research (C)
财政年份：
2005
资助国家：
日本
起止时间：
2005 至 2006
项目状态：
已结题

项目摘要

This study applied Quality Function Deployment (QFP) to evaluate administrative services in view of customers' perspectives to improve the services, so do quality of life. The study focused winter maintenance including snow removal and ice control in Sapporo as an example of QFP application. QDF has been developed in Japan and included in Japan Industrial Standards (JIS Q-9025: Improving Performance of Management Systems-Guideline for QFD) of the Japanese Standard Association. This study, first, analyzed the current state of snow removal works of the City of Sapporo by applying the expanded contributive rule (ECR), an approach for customers' preference evaluation to reveal the importance rankings of traffic issues. As a result, "reduction of business efficiency due to winter delay" was found to be the greatest concern of the customers. Thus, "winter delay" was set as the outcome index of urban snow removal works. Further, target service levels were set by using customers' two levels of discontent; "un-satisfaction" and "dissatisfaction", which were identified by a satisfactory survey of customers.QFD application to snow removal works of the City of Sapporo enabled to compare residents' needs for snow removal works and the equivalent city's current technical levels based on winter maintenance expenditures to analyze their relations.The study shows remained issues including verification of the extent of customers' satisfaction improvement with snow removal services that would be realized by QFD application, possibility of QFD application to other administrative services, and other quality control model application possibility to administration.

本研究应用品质功能展开法（QFP），从顾客的观点来评估行政服务，以改善服务，进而改善生活品质。本研究以札幌的冬季除雪和防冰维护为例，重点介绍了QFP的应用。QDF是在日本开发的，并被纳入日本标准协会的日本工业标准（JIS Q-9025：提高管理系统的性能-QFD指南）。本研究首先运用顾客偏好评价方法--扩展贡献法则（ECR），对札幌市的除雪工程现状进行了分析，揭示了交通问题的重要性排序。因此，“冬季延迟导致业务效率下降”被认为是客户最关心的问题。因此，“冬季延迟”被设定为城市除雪工程的成果指标。进一步，利用顾客的两个满意度水平来设定目标服务水平;“不满意”和“不满意”，QFD在札幌市除雪工程中的应用，以冬季维护费用为基础，比较了居民对除雪工程的需求和同等城市目前的技术水平，分析了它们之间的关系。研究表明，除雪工程的需求仍然存在验证QFD应用对除雪服务的顾客满意度改善程度、QFD应用于其他管理服务的可能性、其他质量控制模型应用于管理的可能性等问题。