基于客户满意的产品定制模型研究  

Research on customization model based on customer satisfaction

作　　者：周康渠[1] 韩晓刚[2] 朱晓红[3] 刘飞[3] 

机构地区：[1]重庆工学院工业工程系,重庆400050 [2]中国国际航空重庆公司计算机信息中心,重庆401120 [3]重庆大学机械工程学院,重庆400044

出　　处：《计算机集成制造系统》2004年第11期1338-1342,共5页Computer Integrated Manufacturing Systems

基　　金：国家自然科学基金资助项目(50175114)。~~

摘　　要：为了给定制客户提供最满意的定制产品,依据定制产品的属性指标对定制客户满意度的影响,将定制产品的属性指标分为正相关指标、负相关指标及点指标三类,采用统计分析及曲线拟合方法得到了三类指标的客户满意度,并建立了一种基于客户满意的企业产品定制模型。用矩阵法和相似性原理法对产品定制模型进行了求解,以客户定制摩托车为例对以上两种求解算法进行了验证。计算结果表明,两种算法得到的产品定制模型解完全一致,从而得到了基于客户满意的定制产品最优方案。To provide customers with the most satisfying customized product, a model of product customization for satisfying customers was proposed. According to the influence of the attribute indexes of the customization product on customers' satisfaction, the model classified indexes into three types: positive related index, negative related index and point index, and the customers' satisfaction was obtained based on the statistic theories and curve matching. The solutions based on the matrix method and the comparability principle for the model were studied. The application case of a customer to customize a motorcycle was analyzed with the two solutions. The computed results show that the solutions of the product customization model are accordant. Finally, the optimized customization project based on customer satisfaction is found.

关 键 词：定制客户 模型 客户满意度 定制产品方案 

分 类 号：F127[经济管理—世界经济] F270