Kano，QFD等工具在房地产售后服务质量提升方面的应用研究——以方远建设集团房地产开发有限公司为例

Research on Promoting After-Sales Service Quality of Real Estate Industry Based on Kano, QFD and Other Tools——Taking the Fangyuan Group Real Estate Development Co. Ltd as a Case

摘要: 房地产的售后服务由于售后服务管理体制不健全，管理不规范和工作经验的缺乏，该行业遭遇到成长过程中必然产生的各种问题，受到的消费者投诉在各行业之首，为了解决该问题，本文通过基于KANO模型与QFD集成的顾客(或业主)需求设计方法研究，为房地产售后服务行业分析顾客需求提供了一种新的方法。本项目还以浙江一家房地产开发有限公司的售后服务中心为例，分析该公司在房地产售后服务质量改进方面KANO 模型与 QFD等工具的应用过程及应用效果。

Abstract: Various problems happened in the growth process of real estate service because of distempered- ness of after-sales service management system, irregularities of management and lack of work experience. Most consumer complaints appear in the real estate market. In order to solve the problems, this paper pro- vides after-sales service of real estate industry with a new approach by analyzing the customers’ requirements based on KANO model integrated with QFD customers (or owners) design method. This paper takes an after-sales service center of a real estate company in Zhejiang Province as an example and analyzes the application process and application result of this company with quality improvement tools: KANO model and QFD.