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Kundenzufriedenheit: Konzepte -- Methoden -- Erfahrungen

Kundenzufriedenheit: Konzepte -- Methoden -- Erfahrungen

          
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About the Book

Langfristig resultiert der Erfolg eines Untemehrnens aus der uberlegenen Qualitat seiner Produkte oder Dienstleistungen gegenuber dem Wettbewerb. Viele Untemehrnenslei- tungen meinen freilich noch immer, Qualitat lasse sich vor allem durch strenge Kontrol- len gewiihrleisten. Falsch -der wirkungsvollere Ansatz besteht darin, Qualitat von vom- herein, yom Entwurfstadium an, konsequent in die Produkte einzubauen. Die Japaner haben das beispielhaft vorexerziert. Fur die Aufgabe Qualitatssicherung nahrnen sie nicht nur die Fertigung, sondem das ganze Untemehmen in die Pflicht -yom Markting- bereich uber F&E, Beschaffung und Fertigung bis zum Kundendienst. Kemstiick dieses radikalen Qualitatsdenkens bildet die Einsicht, daB Produktqualitat zwar auch objektiv gemessen werden kann, letztlich aber der Kunden uber Produktakzeptanz und mithin Markterfolg entscheidet. Daher wurde unbedingte Kundenorientierung die Grundlage japanischer Qualitatsanalysen. Eine besonders ausgefeilte Technik der Qualitatssiche- rung stellt "Quality Function Deployment" (QFD) dar: Uber eine Kette von Tabellen und Diagrammen werden hierbei Qualitatseinschatzungen der Kunden gezielt in Pro- dukteigenschaften und diese wiederurn in bestimmte Anforderungen an Produktion und Montage ubertragen. Digital Equipment, Hewlett-Packard, AT&T sowie ITT haben damit begonnen, Ford und General Motors verwenden es bereits -allein bei Ford gibt es inzwischen mehr als 50 Anwendungsfelder. Gemeint ist das grundlegende Managementinstrurnent zur Quali- tatssicherung, die Technik des "House of Quality", bekannt geworden unter der Be- zeichnung Quality Function Deployment (QFD). Sie wurde erstmals 1972 auf der Werft von Mitsubishi Heavy Industries in Kobe praktiziert. Toyota und seine Zulieferer haben sie dann auf vielfaltige Weise weiterentwickelt.


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Product Details
  • ISBN-13: 9783409237857
  • Publisher: Gabler Verlag
  • Publisher Imprint: Gabler Verlag
  • Edition: 0002-
  • Language: German
  • Returnable: N
  • Spine Width: 27 mm
  • Weight: 743 gr
  • ISBN-10: 3409237852
  • Publisher Date: 01 Jan 1997
  • Binding: Paperback
  • Height: 234 mm
  • No of Pages: 532
  • Series Title: German
  • Sub Title: Konzepte -- Methoden -- Erfahrungen
  • Width: 156 mm


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