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产品改进的质量屋中顾客需求排序的集成方法

期刊名称：计算机集成制造系统 2008, 14(10): 2059-2067
时间：0
分类：N94[自然科学总论—系统科学]
作者机构：[1]东北大学流程工业综合自动化教育部重点实验室,辽宁沈阳110004, [2]清华大学经济管理学院,北京100084, [3]东北大学软件学院,辽宁沈阳110004
相关基金：国家创新群体科学基金资助项目（70721001）;国家杰出青年科学基金资助项目（70625001）;国家自然科学基金资助项目（70471028）;中国博士后科学基金资助项目（20070420202）.
相关项目：先进运作管理中的建模、优化与决策分析的理论和方法

关键词：质量屋, 质量功能展开, 产品设计, 顾客满意, 顾客需求, 重要度, 排序, house of quality, quality function deployment , product design, customer satisfaction, customer requirement , importance rating, prioritization

中文摘要：

研究了产品改进的质量屋中顾客需求的排序问题。首先，根据企业及其竞争对手产品的竞争性评价和效用评价，建立了对应每一个顾客的顾客需求重要度优化模型。通过拉格朗日函数求解这些优化模型，确定对应于每一个顾客的顾客需求重要度，进而利用群决策的有关方法，确定了各项顾客需求的基本重要度。其次，引入实现顾客需求满意度的改进目标的重要度概念，并通过平衡记分卡、比例标度法和层次分析法的集成，确定了实现各项顾客需求满意度的改进目标的重要度。最后，基于顾客需求的基本重要度、实现顾客需求满意度的改进目标的重要度和归一化的顾客需求“卖点”的合成，确定了产品改进的重要度，进而对产品改进中各项顾客需求进行优先排序，并以实例说明了方法的应用。

英文摘要：

Prioritization of customer requirements in House of Quality （HOQ） for product improvement was investigated by an integrated method. By using the competitiveness evaluation data and utility values of the products of a company and its competitors, the optimal model to determine the importance ratings of customer requirements corresponding to each selected customers was constructed and resolved by using Lagrange function, then the fundamental importance ratings of customer requirements were acquired by using group decision-making approach. A concept of the importance rating of achieving the Improvement Target of Satisfaction Degree （ITSD） of a customer requirement was introduced, based on the integration of balanced scorecard, proportion criteria and analytic hierarchy process, the importance rating of achieving the ITSD of a customer requirement was determined. Finally, based on a combination of the fundamental importance rating, the importance rating of achieving the ITSD, and ＂sale point＂ of each customer requirement, its importance rating for product improvement was determined, and then customer requirements were prioritized for product improvement. A case study was provided to illustrate the application of the presented method.