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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.

本研究运用品质功能展开（Quality Function Deployment， QFP），从顾客的角度评估行政服务，以改善服务及生活品质。本研究以札幌的冬季维护（包括除雪和治冰）为例进行QFP应用。QDF是在日本开发的，并被列入日本标准协会的日本工业标准（JIS Q-9025：改进管理体系绩效- QFD指南）。本研究首先运用扩展贡献规则（ECR）分析了札幌市的除雪工作现状，这是一种客户偏好评价方法，可以揭示交通问题的重要性排名。结果发现，“冬季延误导致业务效率降低”是客户最关心的问题。因此，将“冬季延迟”作为城市除雪工程的成果指标。进一步，利用顾客的两个不满意程度来设定目标服务水平；“不满意”和“不满意”，这是通过对顾客进行满意的调查确定的。将QFD应用于札幌市的除雪工程，可以根据冬季维护支出，比较居民对除雪工程的需求与相应城市目前的技术水平，分析两者之间的关系。该研究显示了仍然存在的问题，包括验证QFD应用将实现的客户对除雪服务满意度的提高程度，QFD应用于其他行政服务的可能性，以及其他质量控制模型应用于管理的可能性。