复杂语言信息环境中顾客需求重要度的确定方法

Importance ratings determining of customer requirements in complex linguistic information environment

针对产品开发中顾客表达的多粒度多语义,以及语言变量和不确定语言变量共存的复杂情况,提出了一种复杂语言信息环境下质量屋中顾客需求重要度的确定方法。采用非平衡语言评估标度集,来表征通过市场调查获得的多粒度混合型的顾客语言评价信息;对多粒度语言信息用转换函数进行一致化处理,继而提出基于相对理想点的混合型语言变量处理方法,以确定顾客需求的基本重要度。同时考虑顾客需求的水平提高率、Kano分类以及产品的"卖点"等市场竞争性评估信息,对所得顾客需求基本重要度进行适当修正,确定出顾客需求的最终重要度。通过某玻纤产品的开发实例,验证了所提方法的可行性和有效性。

Customers＇ judgments in the early stage of new product development were often presented with multi-granularity linguistic information, and mixed with certain and uncertain linguistic variables. To deal with this problem, a method was proposed to determine the importance ratings of the customer requirements in Quality Function Deployment （QFD） under complex linguistic information environment. Customers＇ linguistic assessment information obtained from market investigation was represented by suitable linguistic terms.Some transformation functions were used to unify the multi-granular linguistic labels into a uniform linguistic label set. Then, a method based on the relative ideal solution was presented to process the mixed types＇ linguistic variables, and the fundamental importance of the customer requirements was determined. Furthermore, the market competitiveness information such as the improvement ratio, the Kano＇s category of the customer requirements, and the ＂sale points＂ were also considered to correct the fundamental importance so as to determine the final importance ratings of the customer requirements. Finally, the feasibility and the effectiveness of this method were illustrated by a real-world case of fiberglass product.