供应链下顾客满意度的评价与提升

华中科技大学硕士学位论文供应链下顾客满意度的评价与提升姓名：杨义科申请学位级别：硕士专业：工商管理指导教师：徐天亮20060425IGHGH:IIAbstractThedrivingofcustomer’srequirementisaligamenttothesupplychain,whichhasanimportantcontent,thatis,bysettinganalliancerelationshipunderthesupply-chain,wecancarryouttheobjectiveofmeetingcustomer’sneedingquicklyandthenimprovecustomer’ssatisfactionmeasurement.Improvingcustomer’ssatisfactionmeasurementisthecoretowinthecustomerinthesupply-chain.Soitmeansimportantforenterprisestostudythecustomer’ssatisfactionmeasurement.Thispaperstartsfromthebasicconceptionofsupply-chainandcustomer’ssatisfactionmeasurement,andreviewsthestudyaboutcustomer’ssatisfactionmeasurementinourcountryorabroad,thensimplyintroducesthetheoryofbalancescorecard.Inthefollowing,itanalysestheestimatesystemandmethodaboutcustomer’ssatisfactionmeasurement.Onthebaseofthis,thepaperassessesthecustomer’ssatisfactionmeasurementoveragain,especiallyfromtheaspectsofcustomers,flow,growing,andfinance.Alsoitbringsaboutthecorrespondingestimationindexanditsorigin.Thenitsetstheassessmentindexsystembyusingbalancescorecard.Aswhile,itanalysesacaseaboutestimatingcustomer’ssatisfactionmeasurementbyusingbalancescorecard.Thatisausefulreferenceforthepointenterpriseinsupply-chaintoestimatecustomer’ssatisfactionmeasurement.Theassessmentindexsystembyusingbalancescorecardinthispaperisbasedonsyntheticallyunderstandthesupply-chain’sdevelopment,studystatusandproblemsinpractice.Soitmeansmuchforsupply-chainmanagementeitherfromtheoreticorpractice.Keywords:SupplychainmanagementCustomer’ssatisfactionmeasurementBalancescorecard____111.1[1]1.21.2.11965Cardozo207020290[2]1977Hunt.Oliver[3]801989FornelFornel1989Fornel(Sweden’CustomerSatisfactionBarometer,SCSB)1992(DK)1990(AmericanCustomerSatisfactionIndexACI)1994ACSI(ISO)2000122000ISO9000200(1000)20%300100030%31.2.22090199541.2.3,,,,1.3522.121:[4](SupplyChainSC)[5](SupplyChainManagementSCM):(2-1)2162.2[6]Oliver(1997)[7];2070--(RobertB.Woodruff)(ErnestR.Cadotte)(RogerL.Jenkins)(RobertA..Westbrook)(MichaelD.Reilly)[8]19802.2:72.220002.3[9]2.32.32.3.18[10](1)(2)(3)2.3.22-42.492.3.3()():()2.3.4[11]1101=/2=/2331=1/2=/341231151=/2=/631232.3.5:1233.1KaplanNorton[12]KaplanNorton41213343.2[13]123456143.33.2.11..234153.2.2,4:1:=+++()=/1622333.2.3.1323/173.2.412=/()3()3-131183.41()()2:1219(Delphi)3.53.5.13232n/N///1*1()()JjjjTJjjLEfLt==−=−∑∑1//1212()()100%NMMnMMPN−−+=×∩/123100%()/2PQfQQ=×+20100%PPPθ−=×/3.5.21nN=n/N2=/3=/45::=+++():=/(6)31211*1()()JjjjTJjjLEfLt==−=−∑∑31*tijIJiEJ7=1/=/32NM1M2(M1M2N):1212()()100%NMMnMMPN−−+=×∩328,9=/:1033T1Q2Q3Q123100%()/2PQfQQ=×+332211:/:/:/12100%PPPθ−=×13:=/()3.5.3233-131244GH4.111002000AAAISO900141GH252000(4-1)4.24.2.11()()()4-22642GH24141SWOT2720034-242GH2005/95%1.9%01295%1250%20%99%99%99%100%30%30%100%100%100%10%95%50%4-34-4284-3C1C2C3C4C5(C)C6O1O2O3O4O5(o)O6S1S2S3S4SS5F1F2(F)F32944GH443031.4.2.21(4-5)4-5C1C2C3C4C5C6S1S2S3S4S544556545444O1O2O3O4O5O6F1F2F355655576621C5/×100%26C(4-6)4-6210-1-26C2×100%3O6O6=(1-)×100%4F1F1=(1-)×100%5(4-7)324-7C1C2C3C4C5C6S1S2S3S4S50.920.970.90.940.890.850.20.50.750.70.6O1O2O3O4O5O6F1F2F30.80.20.620.930.990.980.950.90.45366531111100%iiiicioisiFiiiiiCwCwowswF=====×+×+×+××∑∑∑∑C=78.62%4.3:12333,,78.62%,,345GHGH,78.62%,5.1GH5.1.1[14]:()()()=/3:1:(2):(3)(TCS):35(TCS)44%()5.1.2=/;;;;:1CSICSICustomerSatisfactionIndexCSI:1:;2:;363:;4:;5:;6:;7:2CSMCSMCustomerSatisfactionMeasurement5.1.3():()37GH5.2(RightTime)(RightPlace)(RightPrice)(RightChannelorWay)(RightCustomer)(RightProductandService)(RightWantorWish)7R[15]:GH5.2.138/5.2.2:5.2.35.2.4GH395.2.55.3;[16]5.3.140GH5.3.2:123:/45.3.3;:415.3.4:123GH,,,,42,,,,43!!44[1],.[J].,2004(4)[2]RichardOliver.Satisfaction.1997,NewYorkMcGraw-Hill[3],.[J].,2002(6)[4],.:,2003.8[5],,..[M],2000[6],,.[J].,2001(29)[7],..:,2003[8]KaiKristensen,AnneMartensen&LarsGrOnholdt.Measuringcustomersatisfaction:akeydimensionofbusinessperformance,businessofPerformanceManagement,Vol.2,2000[9]OliverRichard.CustomerSatisfactionwithService.In:TeresaA.Swartz,andDawnIacobucci.Eds,HandbookofServiceMarketingandManagement.ThousandOaks,CA:SagePublications,2000[10].CS.:,1998[11]ChristianHomburg,BettinaRudolph.Customersatisfactioninindustrialmarkets:dimensionalandmultipleroleissues,JournalofBusinessResearch[12],,..,2002(4)[13]B.Gordon.ValuingCustomersandLoyaltyCriticalAccounting,2000[14]PhilipKorle.[M],&PrenticeHall,1997[15]..(9)[M].:,1999[16],,.[J].45,2001,(1):28-32.[17]ChristianHomburg,BettinaRudolph.Customersatisfactioninindustrialmarkets:dimensionalandmultipleroleissues,JournalofBusinessResearch[18]BondT.C..Theroleofperformancemeasurementincontinuousimprovement[J].InternationalJournalofOperations&ProductionManagement,1999,(19)[19]PawarK.S.,DivaH..Performancemeasurementforproductdesignanddevelopmentinamanufacturingenvironment[J].InternationalJournalofProductionEconomics1999(6):61-68[20]SethiAK,SethiSP.FlexibilityinManufacturingASurvey[J].InternationalJournalofFlexibleManufacturingSystem,1992(4)[21]BoEdvardsonetc..TheEffectofSatisfactionandProfitsandGrowth:ProductsVersusServices,TotalQualityManagement,Sept