A Study of How Enterprises Define Critical Processes using the Voice-of-Customer and Cost-of-Poor-Quality Analysis
碩士 === 國立屏東科技大學 === 企業管理系所 === 96 === This research applies the Ford 8D problem solving method to analyze customer complaint events. The voice of the customer (VOC) combined with the cost of poor quality (COPQ) analysis are used to measure the cost/loss to business through transforming the event sev...
| Main Authors: | , |
|---|---|
| Other Authors: | |
| Format: | Others |
| Language: | zh-TW |
| Published: |
2008
|
| Online Access: | http://ndltd.ncl.edu.tw/handle/68765642310471736767 |