协同环境下基于客户满意度的协商模型  

A Negotiation Model for Customer Satisfaction in Collaborative Design Circumstances

作　　者：梁爽[1] 于天彪[1] 苏莹莹[1] 王宛山[1] 

机构地区：[1]东北大学机械工程与自动化学院,辽宁沈阳110004

出　　处：《东北大学学报（自然科学版）》2009年第1期129-132,152,共5页Journal of Northeastern University(Natural Science)

基　　金：教育部高等学校博士学科点专项科研基金资助项目(2060145017);沈阳市科技攻关项目(1061042-2-00)

摘　　要：针对网络化制造环境下产品设计的特点,分析了客户满意度在产品设计中的重要性.将客户满意度应用到协同设计环境下的协商机制中.按照协同设计环境下产品设计的要求建立了在产品协同设计过程中客户满意度的指标体系,并以此建立了满意度数学模型.采用多Agent技术,建立基于客户满意度的协商Agent模型并分析了协商过程.结合企业实际需求,利用BP神经网络对客户满意度的评估进行了训练和仿真,通过神经网络减少评价过程中的人为因素,提高了评价的可靠性.同时验证了基于BP神经网络的客户满意度协商模型的有效性.In view of the characteristics of the product design under networked manufacturing conditions, the importance of customer satisfaction index （CSI） is analyzed in product design. The CSI is applied to the negotiation mechanism in the circumstances of collaborative design. According to the design requirements in the collaborative design circumstances, the CSI system is analyzed with a mathematical model developed. Moreover, the multi-agent technology is introduced to develop a negotiation agent model and the CSI based negotiation process is studied. Combining with the enterprise actual demand, the CSI in the negotiation process for collaboration is evaluated through training and simulation by using BP neural network to reduce artificial factors so as to improve the reliability of evaluation. At the same time, the results verified the reliability of CSI evaluation based on BP neural network

关 键 词：客户满意度 BP神经网络 协同设计 协商 AGENT模型 

分 类 号：TH16[机械工程—机械制造及自动化]