基于模糊Kano模型的个性化需求研究

Research on the Method of Acquiring Individual Demand Based on Fuzzy Kano Model

为了应对传统客户需求模式在大规模定制领域的不足,同时更好地表达客户的个性化需求,提出基于模糊Kano模型的个性化需求获取方法。通过模糊Kano模型确定客户的需求类型,结合个性化特点确定客户的个性化需求类型,采用1-9标度赋权法和熵权法结合的组合赋权方法确定客户个性化需求的初始权重,引入客户重要度函数和不同需求项的满意度函数对个性化需求权重进行综合修正,最后得到个性化需求的重要度并排序。以冰箱冷藏功能的客户需求分析为实例进行方法验证,有效地确定了个性化需求的权重,并将其按重要度大小排序,为企业对不同的个性化定制需求采取不同的生产策略提供了有效的理论方法。

In order to cope with the shortcomings of the traditional customer demand model in the field of mass customization,and better express the individual needs of customers,a method for acquiring individual needs based on the fuzzy Kano model is proposed.The fuzzy Kano model is used to determine the customer’s demand type,combined with individual characteristics to determine the customer’s personalized demand type,and the combined weighting method of 1-9 scale weighting method and entropy weight method is used to determine the initial weight of the customer’s personalized demand.The customer importance function and the satisfaction function of different demand items are introduced to comprehensively modify the weight of personalized demand,and finally get the importance of personalized demand and rank it.Taking the customer demand analysis of refrigerator refrigeration function as an example for method verification,it effectively determines the weight of individual needs and sorts them in order of importance,which provides an effective way for companies to adopt different production strategies for different personalized customization needs the theoretical approach.