质量屋中基于互反偏好信息的顾客需求分析方法

中国机械工程 ›› 2011, Vol. 22 ›› Issue (11): 1312-1317.

质量屋中基于互反偏好信息的顾客需求分析方法

李延来1;雒兴刚1;韩毅2

1.东北大学流程工业综合自动化教育部重点实验室,沈阳,110004

2.浙江工业大学,杭州,310023

出版日期:2011-06-10 发布日期:2011-06-17
基金资助:
国家自然科学基金资助项目(70721001，70871020，70971017)
National Natural Science Foundation of China（No. 70721001，70871020，70971017）

Multiplicative-preference-information Based Method for Analyzing Customer Requirements in House of Quality

Li Yanlai1;Luo Xinggang1;Han Yi2

1.Key Lab of Integrated Automation of Process Industry of Ministry of Education，Northeastern University, Shenyang, 110004

2.Zhejiang University of Technology, Hangzhou, 310023

Online:2011-06-10 Published:2011-06-17
Supported by:
National Natural Science Foundation of China（No. 70721001，70871020，70971017）

摘要/Abstract

摘要：

为了以经济和高效的方式实现顾客需求满意度的改进目标，提出了产品规划质量屋中基于互反偏好信息的顾客需求综合重要度确定方法。在该方法中，首先根据本企业及竞争对手产品的互反偏好信息和各项顾客需求的竞争性评价，利用偏差最小的原理建立对应于每一个顾客的、确定顾客需求竞争性重要度的优化模型，通过拉格朗日函数来求解这些优化模型，进而确定产品规划质量屋中的顾客需求竞争性重要度;其次，利用比例标度法和层次分析法的集成方法，确定改进后的产品对满足顾客需求的提高程度;最后，利用层次分析法对顾客需求的基本重要度、顾客需求的竞争性重要度和改进后的产品对满足顾客需求的提高程度进行合成以确定顾客需求的综合重要度。以某企业彩色电视机的产品设计为实例,说明方法的应用。

关键词:

产品规划质量屋, 顾客需求, 重要度, 拉格朗日函数

Abstract:

For achieving the improvement goals of the satisfactions of CRs in an effective and economic way, a method for determining the synthesis IRs of CRs in PPHOQ was proposed based on multiplicative preference information (MPI). According to the competitive evaluations of CRs’ satisfactions and the MPI of the products of a company and its competitors, a model for determining the competitive IRs of CRs corresponding to every customer was built by using the principle of minimized deviations, and this model was resolved by using Lagrange function, and then the competitive IRs of CRs in the PPHOQ were determined. Secondly, based on the integration of analytical hierarchy process (AHP) and scale method, the satisfaction elevation rating (SER) of a CR for the company improved product was determined. Lastly, based on the combination of the basis IR, the competitive IR, and the SER of every CR, the synthesis IRs of CRs were determined by AHP. A case study of a color TV in a corporation was provided to illustrate the application of the proposed method.

Key words:

product planning house of quality(PPHOQ), customer requirement(CR), importance rating(IR), Lagrange function

中图分类号:

F406

李延来1, 雒兴刚1, 韩毅2.

质量屋中基于互反偏好信息的顾客需求分析方法

[J]. 中国机械工程, 2011, 22(11): 1312-1317.

LI Yan-Lai-1, LUO Xin-Gang-1, HAN Yi-2.

Multiplicative-preference-information Based Method for Analyzing Customer Requirements in House of Quality

[J]. China Mechanical Engineering, 2011, 22(11): 1312-1317.

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