基于Kano模型的民用客机客户化选项设置方法研究

为有效的实现满足客户需求的客户化产品,需要对客户需求进行分类研究。Kano模型是一种以调研数据为基础的客户需求分类工具,该模型可以通过定性分析将客户需求进行分类,因此作为分析客户对产品及其功能的需求程度的一个重要工具而得到制造企业的广泛应用。本文分析产品实现程度与客户需求满意度之间的关系,并结合需求信息特征分析,分别建立了基本需求属性、期望需求属性、魅力需求属性和相反需求属性的客户需求实现满意度数学模型从而获得客户需求属性,并在定性分析Kano模型的基础上增加了定量分析,确定客户需求的优先和主次顺序,从而客户化产品实现程度进行决策。本文研究了基于Kano模型的民用客机客户化选项设置方法,进一步说明Kano模型在产品设计制造中的应用效果。

In order to effectively implement customized products that meet customer needs,it is necessary to classify customer needs.The Kano model is a survey of customer demand classification tools based on research data.It can be used to classify customer needs through qualitative analysis.Therefore,it is widely used as an important tool to analyze the degree of customer demand for products and their functions.application.This paper analyzes the relationship between product realization degree and customer satisfaction,and combines the demand information feature analysis to establish the basic demand attribute,expected demand attribute,charm demand attribute and opposite demand attribute.The customer demand attribute,and based on the qualitative analysis Kano model,adds quantitative analysis to determine the priority and priority order of customer demand,so as to make decisions on the degree of realization of customized products.This paper studies the setting method of the customization method of civil passenger aircraft based on Kano model,and further explains the application effect of Kano model in product design and manufacture.