基于DMAIC方法的“共享汽车”纠纷应对体系优化设计

基于六西格玛理论中的DMAIC方法对“共享汽车”用户纠纷应对体系进行优化设计,利用KANO模型与问卷调查评估用户需求,通过市场调研明确问题与主要纠纷场景,结合技术与市场发展趋势分析改进方式,最终针对用车流程的各个阶段,在现有机制基础上优化设计了纠纷预防机制或处理流程以及辅助平台。通过设计使“共享汽车”出行服务在用户纠纷应对上更高效、合理且发展性更强。

Optimized Design of Dispute Response System for Carsharing Based on DMAIC Method

In this paper, the carsharing dispute response system was optimized based on the DMAICmethod in the Six Sigma theory.The KANO model and questionnaire survey were used to evaluate user needs.Through market research the existing issues and major dispute scenarios were identified. And the improvement methods were analyzed considering the development trend of technology and market. Finally the exclusive prevention mechanisms, the process of responding to disputes and the auxiliary platform at each stage were designed. The newly designed system can improve the efficiency, reasoning and robustness of the carsharing travel services when responding to user disputes.