质量屋中顾客需求最终重要度确定的集成方法

Integrated methodology for determining final importance ratings of customer requirements in house of quality

基于顾客需求的竞争性评价数据,建立了一个顾客需求基本重要度确定的优化模型,并通过拉格朗日函数来求解优化模型,以确定顾客需求的基本重要度。全面分析了顾客需求基本重要度修正因子的影响因素,并引入了顾客需求的卡诺因子、实现顾客需求满意度的改进目标所要求的总资源和总可行性等概念,进而确定了顾客需求基本重要度的修正因子。基于顾客需求的基本重要度及其修正因子的融合,确定了顾客需求的最终重要度。最后以双缸洗衣机的产品质量改进为例,说明了所提方法的应用。

Based on the competitive evaluation data for the customer requirements, a model to determine the fundamental importance ratings of the customer requirements in House of Quality （HoQ） was constructed, and then this model was resolved by using Lagrange function. Based on the comprehensive analysis of the influencing ingredients in the correct factor of the fundamental importance rating, concepts of Kano＇s factor of customer requirement, total resource of achieving the improvement target of customer requirement：s satisfaction and total feasibility of achieving the improvement target of customer requirement＇s satisfaction were introduced, then the correct factors of the fundamental importance ratings were determined. Based on the combination of the fundamental importance ratings of the customer requirements and their correct factors, the final importance ratings of the customer requirements were determined. A case study of two vats washing machines was provided to illustrate the application of the proposed method.