The model development of quality and innovation investments on process capability in service

• Main Authors: Yu-Chang Liu, 留鈺昌
• Other Authors: Hsu-Hua Lee
• Format: Others
• Language: zh-TW
• Published: 2014
• Online Access: http://ndltd.ncl.edu.tw/handle/96533525984125785186

碩士 === 淡江大學 === 管理科學學系碩士班 === 102 === In order to improve service quality, the cost in the investment is regained for the consideration to obtain optimal investment profits. Process capability is usually required in the process control and analysis in six sigma management. It is rarely used in the service level. The competition among various companies provides high quality services to meet the customer, so all companies have continually improved all aspects to achieve the best results. In this research, quality and innovation are developed for the investment in service process capability model, based on Roge′rioPuga-Leal and Zulema Lopes Pereira (2007), the service capability index is developed to improve the mean of services scores and lower standard deviation by the investment in critical service items of the project for improving the investment benefit.