基于失效模式与后果分析的企业客户索赔分析模型

A Customer Claims Model Based on an Improved Failure Mode and Effects Analysis Method

基于失效模式与后果分析模型(failure mode and effects analysis,FMEA),并结合层次分析法(analytic hierarchy process,AHP)和模糊逼近理想排序法(technique for order preference by similarity to an ideal solution,TOPSIS)建立企业客户索赔分析改进模型.通过模型中的评价指标对客户发起索赔的产品故障进行排序,并优先分析处理排序靠前的产品故障,以减少其客户索赔问题,促进企业的发展.文中以C公司客户索赔问题为例,对该企业的汽车组合仪表故障进行分析.结果显示,由于线路板损伤或安装混乱导致的仪表完全不工作是最严重的故障模式,通过对其改善可以极大减少客户索赔.该结果与案例公司的期望相符,验证了提出模型的有效性,能够为面临相同问题的企业提供参考.

This paper proposed a customer claims model by improving the traditional FMEA model using the AHP method and fuzzy TOPSIS. Failure modes of claimed products were evaluated and ranked based on four criteria, while critical failures should be solved with priority to reduce business loss. A case study on auto instruments of company C was used to illustrate the effectiveness of the proposed model. The results show that the most serious failure mode is inoperative instruments caused by circuit board damage or install error, which should be improved first to avoid customer claims. The case results are consistent with the company＇s expectation and show the feasibility and practicability of the proposed method.