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A study of evaluation system for after-sales service of armarium based on BSC and Fuzzy AHP comprehensive evaluation

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2 Author(s)
Zhong Shanshan ; Med. Eng. Center, Zhongshan People's Hosp., Zhongshan, China ; Yang Youye

Purpose: At present, as our country lacks of uniform evaluation standard for the after-sales service, prominent contradictions between supply and demand increasing sharply. This paper builds up a evaluation system for after-sales service of armarium. Method: Set up the framework of evaluation system and refine it's subordinate indicators through Balanced Score Card, weights each indicator by Analytic Hierarchy Process, and assess the after-sales service quality using Fuzzy AHP comprehensive evaluation model. Conclusion: This System can realize the comprehensive evaluation of after-sales service of armarium, according to the result, the system also can make the optimization of the after-sales service process. Discussion: A good evaluation system should be able to promote the development of armarium according to the feedback result, and it also able to improve itself constantly, such as refining the indicators, recomputing it's weights and so forth.

Published in:

Human Health and Biomedical Engineering (HHBE), 2011 International Conference on

Date of Conference:

19-22 Aug. 2011