Application of DMAIC process to enhance the service quality of flower wholesale markets

• Main Authors: Shi-Ming Liau, 廖錫銘
• Other Authors: Dr. Kuen-Suan Chen
• Format: Others
• Language: zh-TW
• Published: 2012
• Online Access: http://ndltd.ncl.edu.tw/handle/18626195503064096685

碩士 === 國立勤益科技大學 === 研發科技與資訊管理研究所 === 100 === Flowers wholesale markets are the biggest suppliers of flowers collecting, dealing, transportation and sales and it is like the distribution sale center of the industry supply chain closely related to the suppliers and retailers. How to afford the high quality and high satisfaction appropriate service to suppliers and retailers is the challenge flowers wholesale markets facing. In this paper, Six Sigma DMAIC procedures are drawn to improve the management service quality in flowers wholesale markets. At first the service questionnaire items are designed according to the SERVQUAL model, and then assessments are made about the importance and satisfaction of the services which are carried by the flowers wholesale markets. The result of assessment will help in developing the performance evaluation indices of satisfaction and importance; the flowers wholesale markets service quality performance evaluation matrix will also be developed accordingly. The crucial services are verified thru assessment the performance evaluation matrix. With the help of Causes &; Effects Diagram, we can find the reasons which cause the weak service quality, and seek out improvement methods for the flowers wholesale markets. At last, the standard operating procedure will continuously monitor the deviation of the flowers wholesale markets service quality and customers’ demand; the continuously monitoring will help to make instant improvement that maintains the flowers wholesale markets service quality.