IFS-KAQ用户需求分析方法研究与应用

Research and Application of Customer Requirement Analysis Method Based on IFS-KAQ

为了精准获取用户的真实需求,提升新产品设计与研发中决策的准确程度和产品的用户满意度,本研究提出一种融合Kano模型、层次分析法(AHP)、质量功能展开(QFD)方法与直觉模糊集(IFS)的用户需求分析方法(简称IFS-KAQ),从多角度对用户需求进行研究与分析。首先,用IFS处理Kano问卷结果,获得用户直觉偏好信息,确定用户需求类别和用户满意度系数(Sn);然后,将IFS与AHP相结合,通过专家访谈确定直觉偏好关系,并结合直觉模糊Kano模型(IFKM)和直觉模糊层次分析法(IFAHP)的结果确定各用户需求的最终权重;最后,将IFS与QFD相结合,获得用户需求与技术需求之间的关联度等级,构建相关性矩阵,从而建立技术需求目标,得出各用户需求和技术需求的权重。以分析结果为指导设计一款被动式腰部助力外骨骼,实验证明通过该方法对用户需求分析的结果指导设计的外骨骼产品用户满意度得到有效提升。此研究方法可以提升新产品设计与研发中决策的准确程度及决策结果的可靠性,提升产品的用户满意度,并且可以为解决新产品设计与研发过程中的决策问题提供参考。

In order to accurately obtain the real requirements of customers,improve the accuracy of decision-making in the design and development of new products and customer satisfaction of products,In this article we propose a customer requirement analysis method(IFS-KAQ)that integrates Kano model,analytic Hierarchy process(AHP),quality function expansion(QFD)method and intuitionistic fuzzy set(IFS),and further study and analyze user demand from multiple perspectives.Firstly,IFS was used to process the Kano questionnaire results,obtain the intuitive preference information of customers,and determine the customer requirement category and the customer satisfaction coefficient(S n).Then,IFS and AHP were combined to determine the intuitive preference relationship through expert interviews,and the final weight of each customer’s requirement was determined by combining the results of intuitions fuzzy Kano model(IFKM)and intuitions fuzzy analytic Hierarchy process(IFAHP).Finally,IFS and QFD were combined to obtain the correlation degree level between customer requirements and technical requirements and construct the correlation matrix to establish the technical requirements target and obtain the weight of each customer requirements and technical requirements.The analysis results were used to guide the design of a passive waist-assisted exoskeleton.The experiment proved that the customer satisfaction of exoskeleton products guided by the analysis results of customer requirements could be significantly improved by this method.This research method can improve the accuracy of decision-making and the reliability of decision-making results in the design and development of new products,improve the customer satisfaction of products,and provide reference for solving the decisionmaking problems in the design and development of new products.