基于客户活动周期模型的民机服务需求识别方法研究

A Requirement Identification Method for Civil Aircraft Service Based on Customer Activity Cycle Model

随着广义虚拟经济的蓬勃发展,航空制造企业正从传统的价格成本竞争,逐渐向价值服务能力竞争转移。客户服务对于民用飞机的可靠运行非常重要,而服务需求的获取是民机服务方案设计的重要输入。以广义虚拟经济为视域,本文构建了基于客户活动周期分析模型的服务需求识别方法,帮助民机制造企业系统地获得较全面的服务需求,保障民机全寿命周期的服务设计方向的准确性。

With the flourish of generalized virtual economy, aerospace manufacturing enterprises are transforming from price/cost competition to service capability competition. Customer service is very important for the reliable operation of civil aircraft, and thus, identification of service requirement is critical input for the concept design of civil aircraft service. From the view of generalized virtual economy, a requirement identification method for civil aircraft service is proposed in this paper, which is based on customer activity cycle analysis model. It is expected that civil aircraft manufacturers can get more comprehensive service requirement with this proposed method, and keep right direction for life cycle service design of the aircraft.