面向大批量定制的客户需求满意度评价方法研究  

Research on Evaluation Methods of Mass Customization-Oriented Customer Demand Satisfaction

作　　者：陈秀兰[1] 李仁旺[1] 吴新丽[1] 陈昆昌[1] 莫灿林[1] 

机构地区：[1]浙江理工大学机械与自控制学院,杭州310018

出　　处：《浙江理工大学学报（自然科学版）》2013年第2期237-244,共8页Journal of Zhejiang Sci-Tech University(Natural Sciences)

基　　金：国家自然科学基金(50675208);浙江省自然科学基金项目(Z6090572);浙江省重点科技创新团队计划(2009R500f;2009R50015)

摘　　要：在大批量定制环境中,客户需求的获取与分析是后续工作的基础。针对产品族特点建立了模块化客户需求模型,并给出了客户需求的不同表述形式,目的使企业能够更加全面准确的把握客户的需求。在获取客户需求的基础上,利用模糊聚类分析法对客户需求进行聚类分析,并采用模糊层次分析法建立了客户需求满意度评估模型。最后以电脑配置的客户需求为实例进行了具体的阐述。In the environment of mass customization, obtaining and analyzing customer demand is the basis of subsequent work. This paper establishes a modular customer demand model according to characteristics of the product team and provides different forms for expressing customer demand, aiming at allowing enterprises to master customer demand more comprehensively and accurately; conducts clustering analysis on customer demand with the method of fuzzy clustering analysis on the basis of obtaining customer demand and establishes a customer demand satisfaction evaluation model with the method of fuzzy analytic hierarchy method; and finally makes a specific description with the example of customer demand of computer configura.

关 键 词：客户需求 模块化 模糊聚类法 层次分析法 

分 类 号：F270.5[经济管理—企业管理]