基于精益六西格玛的服务业质量管理评价指标体系研究

本研究在回顾精益六西格玛理论与实施阶段的基础上，根据国外学者关于影响精益六西格玛的因素分析，利用SERVQUAL方法，建立服务业精益六西格玛质量管理评价体系，运用层次分析法确定指标权重，并用模糊分析法进行综合评价。通过各指标权重分析影响服务业实施精益六西格玛水平的因素，从而为服务业实施精益六西格玛提供相关借鉴。

Research on the Evaluation Index System of Quality Management in Service Industry Based on Lean Six Sigma

On the basis of the Lean Six Sigma Theory and implementation stage, according to foreign scholars'' analysis about the influencing factors of the Lean Six Sigma, we used the method of SERVQUAL. The article established quality management evaluation system which was based on the Lean Six Sigma in service industry, and determined index weight by the AHP and Fuzzy Comprehensive Evaluation methods. Through each index weight, we anglicized the factors which affect the implementation of Lean Six Sigma, in order to provide reference for implementation of Lean Six Sigma in service industry.