基于群体语义信息的顾客需求重要度确定方法

Importance determining method of customer requirements based on group semantic information

为系统化地分析顾客需求的相对重要性,提出一种利用产品规划质量屋中的竞争性信息及卡诺模型调整顾客需求基本重要度的方法。首先,利用基于语言信息的决策理论进行竞争性评价和群体语义信息集结,根据集结结果构建均方差最大化模型并设定顾客满意度改进目标,获得顾客需求的竞争性重要度和改进优先度;其次,由顾客满意度双因素分析法识别顾客需求的卡诺分类并估计卡诺因子;最后,通过竞争性重要度、改进优先度和卡诺因子三者对顾客需求基本重要度进行修正,获得顾客需求综合重要度。通过某工业除尘机的改进设计实例证明了该方法的现实性和合理性。

To analyze the relative importance of customer requirement systematically,a new method by integrating market competitive information in product planning house of quality and Kano model to adjust the fundamental importance of customer requirements was proposed.The semantic information based decision-making theory was introduced to conduct competitive evaluation and aggregate group semantic information.On the basis of the results,the mean square deviation maximum model was contrusted,and goal performance level of customers satisfaction was improved.Thus the competitive importance as well as improved priority were obtained.The customer requirement＇s Kano classification was identified through double factor analysis of customer satisfaction and Kano factors were estimated.The basic importance of customer requirement was modified by competitive importance,improved priority,and Kano factors,and the integrated importance of customer requirements was determined.A certain industrial dust collection machine＇s improved design was taken as an example to demonstrate the rationality and validity of proposed method.