Analysis of Port Authority to Improve Customer Satisfaction Based on DMAIC Mode of Six Sigma Management
The customer satisfaction is essential in the quality management of the port authority. To improve the customer satisfaction of the port authority in this paper the authors used the method of the DMAIC in the Six Sigma management. This article analyses the quality management of customer satisfaction in the port authority by using the SPSS software, fishbone diagram and other methods. There were presented that improved management could effectively enhance its service level and service quality that benefit increased by 20%. This point in this paper can improve the processes of key port business, their service management system, management capabilities and expand services.
Zhihua Xu, Gang Shen and Sally Lin
X. L. Zhang et al., "Analysis of Port Authority to Improve Customer Satisfaction Based on DMAIC Mode of Six Sigma Management", Advanced Materials Research, Vols. 171-172, pp. 604-608, 2011