The Service Quality Innovation for Quantity Catering by Integrating QFD and TRIZ –A case Study of High-tech Industry in Taiwan

• Main Authors: Tseng, Li-Mu, 曾立慕
• Other Authors: Chao, Li-Chang
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/qd595w

碩士 === 台灣首府大學 === 工業管理學系研究所 === 101 === ABSTRACT In addition to foods, Catering industry also values service quality. To improve the service quality, this study adopts Quality Function Deployment (QFD) to learn the colleagues’ demands for service and service skills, and then convert them into service parameters through the engineering parameters of TRIZ, to develop a contradiction matrix and establish the corresponding 40 principles of innovation. From a case study on Factory A of a technology company, the study proposes a systematically creative service framework for Catering industry, making the Catering staff learn the colleagues’ demands and problems and then satisfy their requirements for service quality, which can be served as references for serving colleagues. The results can also be applied in the service of group meal industry, expecting the foods and services provided by Catering companies can be beyond the colleagues’ expectations to the service. Keywords: Catering, service quality, Quality Function Deployment (QFD), TRIZ