A service evaluation method using mathematical methodologies

A method for evaluating service solutions is proposed. First, a fundamental definition of a service and its elements are given to describe the service. Quality Function Deployment (QFD), used widely in product design, is then employed. This method makes it possible to realize evaluating effects of a...

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Bibliographic Details
Published in:CIRP annals 2008, Vol.57 (1), p.437-440
Main Authors: Shimomura, Y., Hara, T., Arai, T.
Format: Article
Language:English
Subjects:
Applied sciences
CAD
Exact sciences and technology
Mechanical engineering. Machine design
Service Engineering
Simulation
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Summary:A method for evaluating service solutions is proposed. First, a fundamental definition of a service and its elements are given to describe the service. Quality Function Deployment (QFD), used widely in product design, is then employed. This method makes it possible to realize evaluating effects of a service on its receiver. Mathematical methods are introduced to differentiate functions and structures. Then, the proposed method is applied to evaluate a clothes-washing service in order to verify its effectiveness. The results indicate that a specific function is the most important among multistage structure of the target service.
ISSN:0007-8506
DOI:10.1016/j.cirp.2008.03.012