以假設性模式探討品質機能展開技術在餐廳服務設計與品質提升之應用

Employing a Hypothetical Model to Investigate the Application of Quality Function Deployment (QFD) in a Restaurant's Service Design and Quality Improvement

林玥秀(Yueh-Hsiu Lin) ； 游達榮(Da-Yung Yu) ； 黃啟揚(Chi-Yang Huang)

《餐旅暨家政學刊》 2卷3期 (2005/09) Pp. 369-389

https://doi.org/10.6572/JHHE.2(3).4

摘要

近年來，台灣餐旅服務業的研究者，已見證到在服務品質和顧客滿意等研究領域的快速進展。然而過去相關的研究大都著重於顧客本身，卻未給予組織內部間服務的產生和傳送的程序同等重視。本研究根據品質機能開展(Quality function deployment or QFD)之架構，同時將外部顧客需求、內部服務管理事項，以及後續服務方式的改革創新列入考量。文中首先將介紹QFD的概念，並進而對QFD的程序步驟，逐一地詳細加以解釋。爲使讀者對QFD 之應用與分析的技術方法能清楚地明瞭，本研究針對餐飲業發展出一個假設性的應用模式。本文中對QFD之信度與效度問題以及該模式應用在其他服務業相關領域－特別是餐旅業－亦將一併加以檢討。最後針對餐飲業的經營管理提出未來的研究方向與建議。

關鍵字

品質機能開展 ； 顧客滿意度 ； 服務程序 ； 服務創新 ； 服務設計 ； 服務品質

並列摘要

Recent years have seen a tremendous increase in the amount-and quality-of research conducted on service quality and customer satisfaction in the Taiwanese hospitality industry. For the most part, however, the bulk of these investigations have focused primarily on customers without placing adequate/sufficient emphasis on the intra-organizational service generation and delivery processes of the institutions themselves. The current study address this lacuna in the literature by taking both external and internal service management issues and subsequent service innovations into consideration via an explanation and hypothetical application of the Quality Function Deployment (QFD) framework. First, the development and underlying concepts of QFD are introduced, as well as a step-by step explanation of its implementation procedures. Then, the authors create a hypothetical institution in the food and beverage industry and subsequently analyze it to illustrate precisely the application and analytical techniques that accompany the QFD process. Questions regarding the QFD framework’s reliability and validity are then discussed and to demonstrate how this concept could be applied to other service-related sectors in the hospitality industry. The article concludes with suggestions and directions for future research, particularly in relation to the field of restaurant management.

並列關鍵字

Quality Function Deployment ； QFD ； Customer Satisfaction ； Service Procedure ； Service Innovation ； Service Design ； Service Quality

參考文獻

白滌清、李增興(1999)。企業管理教育中服務品質之研究－利用品質機能展開法。淡江人文社會學刊。3，191-213。

經濟統計指標資料－批發、零售及餐飲業營業額

江曉龍(1998)。應用品質機能展開與資料庫系統於產品設計程序之發展。國立成功大學工業設計研究所。

林玥秀編著、劉元安編著、孫瑜華編著、李一民編著、林連聰編著(2003)。餐館與旅館管理。台北:品度股份有限公司。

生活型態資料－外食習慣