XU Qiong-lai

Bio: XU Qiong-lai is an academic researcher from Beijing University of Posts and Telecommunications. The author has contributed to research in topics: Service quality & Service level objective. The author has an hindex of 1, co-authored 1 publications receiving 2 citations.

Telecommunication Service Process Capability Index

Abstract: In order to analyze the process capability of telecommunication services,to improve quality of telecommunication service and to enhance customer satisfaction and loyalty,the concept of telecommunication service process capability index(TSCP) is defined.First,the service blueprint technology is used to describe the existing telecommunications services process and to locate and identify the contact points of services process.Second,the capability of the service contact points is acquired by comprehensive analysis.At last the TSCP model is established to deal with the data of the contact points capability based on the grey system theory.

A measurement model for service capability from the customer perspective

Abstract: This study develops a model to construct three quantitative indices for service capabilities from the customer perspective. The concept is derived from process capability indices which have been widely used to measure process capability and performance in manufacturing. This model expands their use in services by incorporating Taguchi’s quadratic loss function, zone of tolerance, and three-factor theory. To demonstrate the efficacy of the proposed indices, a case study of a telecom business was performed to assist the case firm in realizing the service capability of key factors for improving future service quality.

A Study on the Supply Chain's Service Process Capability Index Based on Service Blueprinting

Abstract: Service process capability index(SPCI) is an evaluating indicator which reflects the stability degree of service quality provided by service companies. Based on researching process capability index of manufactured products, the paper proposed measurement method of SPCI. Firstly, it used service blueprinting method to determine service connection point, then drew the host-guest relation graph of internal service quality evaluation, established the weight matrix which evaluated subjects and objects in order to generate internal SPCI. it considered customer satisfaction’ s impacts on measuring enterprise service quality, weighted them to get the general SPCI of service companies. At last, the measurement method of service supply chain’ s SPCI was proposed and specific example was given according to the two types of link model.