基于平衡记分卡的产品规划中顾客需求综合优先度的确定

Determination of Integrated Priority Ratings of Customer Requirements in Product Planning Based on Balanced Scorecard

研究产品规划质量屋中顾客需求综合优先度的确定问题。根据被调查顾客的顾客需求竞争性评价和互补偏好矩阵,建立相应于每个顾客的顾客需求优先度确定的优化模型,通过拉格朗日函数的构造求解这些优化模型,进而利用群决策方法确定基于顾客视角的顾客需求基本优先度;通过平衡记分卡和比例标度法的集成,确定基于非顾客视角的顾客需求优先度;基于顾客视角的顾客需求基本优先度和基于非顾客视角的顾客需求优先度的合成,确定顾客需求的综合优先度。以某企业的实例说明该方法的应用。

Determination of the integrated priority ratings of customer requirements in a product planning house of quality was investigated for new product development.Firstly,according to the competitive evaluations and complementary preference matrixes of customer requirements for the selected customers,a model determining the priority ratings of customer requirements corresponding to every one of the selected customers was built and resolved by using Lagrange function,and then the fundamental priority ratings of customer requirements from the angle of customers＇ view were determined by using group decision-making approach.Secondly,based on the integration of balanced scorecard and analytical hierarchy process,the priority ratings of customer requirements from the angles of no-customer views were determined.Lastly,based on a combination of the priority ratings of customer requirements from the angle of customers＇ view and the priority ratings of customer requirements from the angles of no-customer views,the integrated priority ratings of customer requirements were determined.A case study was provided to illustrate the applications of the proposed method.