基于Kano模型的产品定制属性识别分析及应用  

Analysis and Application of Product Customization Attribute Recognition Based on Kano Model

作　　者：徐哲[1] 刘沁波[1] 陈立[1] 

机构地区：[1]北京航空航天大学经济管理学院,北京100191

出　　处：《数学的实践与认识》2012年第19期10-17,共8页Mathematics in Practice and Theory

基　　金：国家自然科学基金(70871004)

摘　　要：识别对顾客有效的定制属性是定制化生产需要首先解决的一个重要问题.采用Kano问卷方法探求影响顾客满意的三类重要质量特性:迷人质量、期望质量和当然质量,并结合Kano影响图分析和属性重要度分析方法识别顾客希望定制的产品属性,最大程度地提高顾客的满意度.以笔记本电脑装配定制为例开展了详细的应用研究.An important issue to be resolved first is to identify the customization attribute which is effective to customers in MC. Three important quality characteristics including attractive quality, one-dimensional quality and must-be quality, which affect customer satis- faction, were explored through the Kano questionnaires. In order to maximize the customer satisfaction, product attributes in accordance with the customer needs were recognized by using Kano influence diagram analysis and attribute importance measurment model. At last, the application research of laptop computer assembly customization was carried out in detail as an example.

关 键 词：大规模定制 KANO模型 定制属性识别 质量特性 

分 类 号：O212.2[理学—概率论与数理统计] F274[理学—数学]