顾客需求驱动的产品服务系统模块选配方法

Module configuration approach for product service system design driven by customer requirements

为以顾客满意度最大化为目标进行产品服务系统方案规划,提出了顾客需求驱动的产品服务系统模块选配方法。采用质量功能展开将顾客需求及重要度转化为产品服务系统方案模块属性及其重要度。采用三角模糊数处理不确定性的质量功能展开信息,基于相对偏好关系分析进行模糊质量功能展开计算,并对定性的候选模块属性进行量化。考虑模块属性间的非线性补偿关系,基于非准确性计算思想建立了以顾客满意度最大化为目标的0-1非线性规划模型。以装载机产品服务系统的模块选配为例,验证了所提方法的有效性。

To make planning for product service system by taking maximum customer satisfaction as an objective,a module configuration method driven by Customer Requirements（CRs）was proposed.Quality Function Deployment（QFD）was employed to translate CRs and their importance degrees into Product Service System（PSS）module attributes and their importance degrees.Triangular fuzzy number was used to deal with the vague QFD information.The relative preference relation analysis was provided to process the fuzzy QFD calculation and quantify the qualitative module attributes.By considering the compensation relationships among the module attributes,the 0-1non-linear programming model was established based on imprecision method,and the model was used to optimize the configuration of PSS modules by maximizing the customer satisfaction degree.An example of the module configuration for loader PSS concept design was given to demonstrate the effectiveness of the proposed approach.