产品服务系统中顾客价值获取与传递方法研究

Research on the Method of Obtaining and Transferring Customer Value in Product Service System

为了将机械产品与服务相结合实现创新设计,对产品服务系统方案设计中顾客价值的获取方法进行了研究;再将其传递到性能域中,通过确定性能特征重要度优先级来更加合理地分配资源。基于手段-目的链理论构建顾客价值层次模型,从顾客期望的角度分析顾客价值进而得到顾客价值域模型。采用并行结构质量屋将产品服务系统中顾客价值传递到产品与服务性能域。采用云模型处理专家评价信息,解决群决策的模糊性和随机性问题。采用云相对偏好关系将云模型转化为精确值完成并行结构质量屋相关计算得到性能特征重要度。最后以某型号采煤机的顾客价值获取与传递为例,验证了所提方法的可行性与有效性。

In order to combine mechanical products and services to achieve innovative design,the method of obtaining customer value in product service system conceptual design was studied.Then the customer value was transferred to the performance domain to determine the weights of performance characteristics in order to allocate resources more rationally.The hierarchy model of customer value was constructed based on the means goal chain theory,and then the customer value domain model was obtained by analyzing the customer value from the perspective of customer expectation.The parallel structure house of quality was used to transfer the customer value in the product service system to the product and service performance domain.The cloud model was used to process expert evaluation information to solve the fuzziness and randomness of group decision making.The relative preference relation of cloud was used to transform the cloud model to the accurate values so as to complete the related calculation of parallel structure house of quality and get the weights of the performance characteristics.Finally,taking the excavation and transmission of customer value of a certain type of shearer as an example,the feasibility and effectiveness of the proposed methods are verified.