基于产品服务数据的客户需求挖掘  

Client requirement mining based on product service data

作　　者：胡浩[1,2] 祁国宁[1] 方水良[1] 张太华[1] 崔剑[1] 

机构地区：[1]浙江大学CAD&CG国家重点实验室,浙江杭州310027 [2]浙江理工大学艺术与设计学院,浙江杭州310033

出　　处：《浙江大学学报（工学版）》2009年第3期540-545,共6页Journal of Zhejiang University：Engineering Science

基　　金：国家“863”高技术研究发展计划资助项目(2006AA04Z116);浙江省科技计划资助项目(2007C21052)

摘　　要：为了解决产品开发过程中客户需求的获取问题,提出了利用产品服务数据进行数据挖掘,建立了服务信息模板,把客户的产品经验转换成为产品规格需求列表.提出服务信息模板以结构化客户定义数据、服务事件数据、产品规格数据以及产品属性数据,并采用统一的知识框架系统对服务信息模板的各个组成部分进行定义;阐述了采用聚类分析、关联规则分析等数据挖掘算法建立起服务信息模板的过程;通过服务信息模板中的产品规格框架———产品属性框架之间的映射矩阵把客户对于产品属性的评价转化成产品规格需求列表;利用大学生手机需求开发的案例诠释了基于产品服务数据挖掘客户需求的整个过程,对新产品开发中的需求获取提出了具体性操作框架.In order to acquire the client requirement on product development, a method was proposed about how to mine product service data, build up service information cyclostyle, and convert client experience of products into product specification requirement list. Service information cyclostyle was introduced to organize client defining data, service event data, product specification, and product attribute data, which were all based on knowledge frame system. Clustering analysis and market basket analysis were adopted to build service information eyclostyle. The client evaluation for product attribute could be transformed to product specification requirement list through the mapping matrix from product specification frame to product attribute frame. The example of mobile phone for undergraduates was utilized to explain the whole process about how to mine client requirement based on product service data, and it provided practical operation frame for requirement capture in new product development.

关 键 词：服务信息模板 知识框架系统 产品属性-产品规格映射矩阵 产品规格需求列表 

分 类 号：TH311.52[机械工程—机械制造及自动化]