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

本研究应用品质功能展开法(QFP)，从顾客的角度对行政服务进行评估，以改善服务，提升生活品质。该研究以札幌的冬季维护为例，包括除雪和防冰，作为QFP应用的例子。日本已经开发了QDF，并包括在日本标准协会的日本工业标准(JIS Q-9025：提高管理体系的性能-QFD指南)中。本研究首先运用扩展贡献法则(ECR)对札幌市除雪工程的现状进行分析，运用扩展贡献法则(ECR)对用户偏好进行评价，得出交通问题的重要程度排名。因此，客户最关心的问题就是“冬季延误导致的业务效率下降”。因此，将“冬季延误”作为城市除雪工作的结果指标。将QFD应用于札幌市的除雪工程中，通过比较居民对除雪工程的需求和基于冬季养护费用的现有技术水平来分析两者之间的关系。研究表明，QFD应用于其他行政服务的可能性，以及QFD应用于其他行政服务的可能性等问题仍然存在。

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.