建筑施工企业实施用户满意工程中的关键问题研究

在建筑施工企业中实施用户满意工程是适应新形势下激烈的行业竞争的强有力武器。该文主要研究了施工企业在实施用户满意过程中遇到的几个关键问题:用户识别;测评要素的确定;测评方法的研究以及持续改进。将用户分为3种类型使得调查对象更加明确,测评要素的确定为建筑施工企业管理者提供了测评依据,所建立的建筑施工企业用户满意度计算模型,为建筑施工企业实施用户满意战略奠定了基础,提出的建筑施工企业用户不满意PDCA处理过程框图为企业的持续改进提供了参考依据。

Study on Key Problems of Customer Satisfaction Engineering for Construction Enterprises

Customer satisfaction engineering which was carried out in construction enterprises was the powerful weapon for applying vehement industry competition under new position.Several key problems of customer satisfaction engineering for construction enterprises were studied in this paper: the identification of customer;the ascertain of measurement factors;study on measurement method of customer satisfaction degree and continuing improvement.Respondents were more explicit for customers were divided into three sorts,measurement reference was provided for construction enterprises managements because of the ascertain of measurement factors,computational model of customer satisfaction degree which was established for construction enterprises,settled basis for construction enterprises which carried out the customer satisfaction stratagem.Reference was provided for continuing improvements in terms of provide of PDCA processing procedure block diagram.