PDCA循环法在提升打车软件服务质量的应用——以“黔出行”App为例
Application of PDCA Cycle Method in Improving the Service Quality of Taxi Software—Taking the Qian-Chu-Xing Application as an Example

软件服务质量是产品投入运行阶段产品各个方面对用户服务需求的满足程度。如何提升软件服务质量，提升综合竞争力已经成为企业及信息产业发展的重点。本文利用软件产品不断迭代升级的优势，对软件产品——“黔出行”App产品投入运行阶段的“界面与交互”、“产品性能”、“售后服务”、“产品运营”四个方面实施PDCA循环法，以产品迭代上架推广后第3日、第7日、第15日、第30日用户留存率与前一期的相同指标对比结果作为改善依据，拟达到实现产品服务质量改进的目的。经项目实践，在与上一个版本相同的运营推广方式下，产品第3日、第7日、第15日、第30日的用户留存率较上期分别增加13.2%、9.1%、4.4%、6.8%。实验结果表明，PDCA循环法能有效改善软件产品服务质量，进一步提高用户使用度。
Software service quality is the degree to which all aspects of the product meet the service needs of users during the product operation stage. How to improve the software service quality and enhance the comprehensive competitiveness has become the focus of the development of enterprises and information industry. Taking advantage of the continuous iterative upgrading of software products, this paper applies the PDCA cycle method to the four aspects of “interface and interaction”, “product performance”, “after-sales service” and “product operation” of the software product—“Qian-Chu-Xing” application in the operation stage, and takes the comparison results of the user retention rate on the 3th, 7th, 15th and 30th days after the product is iteratively launched on the shelves as the basis for improvement, to achieve the purpose of improving product service quality. According to the project practice, under the same operation and promotion mode as the previous version, the user retention rate of the product on the 3th, 7th, 15th and 30th days increased by 13.2%, 9.1%, 4.4% and 6.8% respectively compared with the previous period. The experimental results show that PDCA cycle method can effectively improve the service quality of software products and further improve the user utilization.