Decision Making Model Based on QFD Method for Power Utility Service Improvement

Abstract

Aiming at improving power supply service quality to meet customer's satisfaction, this paper suggested an applicable model used to identifying service items, by employing QFD concept and recent research on power supply quality appraisal. Combining existing research result of perception theory with classification of power supply service, a house of quality (HOQ) was built to realize requirement transition from customers’ demand to service requirements. Then, an empirical analysis was made, using investigated result of Evaluation of Power Supply Enterprises’ Service of State Grid Corporation of China in 2007. In the end, results show that this method is useful for identification of service items which needed to be improved on the first priority, and is consequently helpful for management decision making.