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An uncertain target-oriented QFD approach to service design based on service standardization with an application to bank window service

机译：一种不确定的目标QFD方法，用于基于服务标准化的服务设计与应用程序窗口服务的应用程序

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摘要

This article proposes an uncertain target-oriented QFD approach to service standardization-based service design with an application to bank window service, based on a probabilistic interpretation of weighting information. On the one hand, the proposed approach performs computations solely based on the order-based semantics of linguistic labels and comparisons of linguistic profiles, without needing to quantify the qualitative concepts. It can thus guarantee the robustness of QFD and easy of use in practice. On the other hand, the proposed approach sets uncertain targets for customer needs (WHATs) and service standards (HOWs) by competitors' uncertain service performance on WHATs and HOWs, and conducts satisfactory-oriented competitive analysis from the perspective of uncertain target-oriented decision analysis. Moreover, the proposed approach is applied to an empirical case study of window service design based on service standardization in the Shanghai Branch of Bank JT. The results show that the bank should pay more attention to "Service specifications", "Service providing specifications", and "Service evaluation and improvement standards". Industry feedback shows that the results are consistent with service acceptance and provide valuable insights to the service standardization in the bank. Comparisons with existing studies show that our proposed approach is comparable with existing studies.
机译：本文提出了一种不确定的目标QFD方法，以基于对加权信息的概率解释，在银行窗口服务中使用应用标准化的服务设计。一方面，所提出的方法仅基于语言标签的基于顺序的语义和语言简档的比较来执行计算，而无需量化定性概念。因此，它可以保证QFD的稳健性，并且在实践中易于使用。另一方面，拟议的方法使竞争对手的不确定服务绩效与竞争对手的不确定的服务表现，从不确定的目标导向的决定的角度进行竞争对手的不确定服务性能分析。此外，该方法适用于基于银行JT的上海分支机构的服务标准化窗口服务设计的经验研究。结果表明，该银行应更加关注“服务规范”，“服务规范”和“服务评估和改进标准”。行业反馈表明，结果与服务接受符合，并为银行的服务标准化提供有价值的见解。与现有研究的比较表明，我们所提出的方法与现有研究相当。

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