考虑顾客满意度的产品族设计

Method for Product Family Design in View of Customer Satisfaction

借助Kano模型对顾客的偏好进行分析,明确了不同类别的产品功能与顾客满意度之间的关联关系,并依据公理设计理论将不同类别的功能需求反映到产品的物理结构设计中。在相应模块化划分的基础上,给出了考虑顾客满意度的产品族配置方法,真正实现了将顾客的"声音"反映到产品族设计中。

Facing with the complex and changeable market environment and fully understanding the needs of customers are the cornerstones of a successfully product development,this article analyzes the customers' preference with Kano model,and clarifies the relationship between different kinds of product functional qualities and customer satisfaction. And it introduces an evolving process from the functional requirements to the structure of product according to the axiomatic design theory. On the basis of the corresponding product modules' partition,this article provides a method of product family configuration by considering the customer satisfaction, and achieves the goal of reflecting the costumers' voice into product family's design.