面向客户关系管理的服装客户需求获取分析及映射技术  

Acquisition and mapping technology of garment customer demands cater to customer relationship management

作　　者：常迪[1] 裘建新[1] 张微[2] 周诚[1] 贾冰冰[1] 

机构地区：[1]上海工程技术大学服装学院,上海201620 [2]上海市纺织科学研究院纺织科技发展中心,上海200082

出　　处：《纺织学报》2015年第5期139-143,152,共6页Journal of Textile Research

基　　金：上海市科学技术委员会科研课题基金项目(11510501600);上海纺织控股(集团)公司技术创新项目(2012-X-11)

摘　　要：将客户关系管理(CRM)、数据统计分析、质量功能展开(QFD)方法相结合,系统研究了服装客户需求的有效获取、分析及映射的方法。首先,构建了服装CRM系统以获取客户信息,并利用模糊定性评价方法扩充客户需求信息;其次,利用数据统计方法对客户需求信息进行分析梳理;最后,利用QFD模型量化并层次展开客户需求,经关系矩阵构建质量屋,提出融合客户需求的服装产品设计方案。应用该系统方法对佩诺玛男式衬衫品牌的产品设计方案进行优化,其销售取得明显的市场效果。提出的服装客户需求的获取、分析及设计映射的方法,为云计算下的服装产品大数据预测开拓了有效的技术途径。The method for effectively acquiring, analyzing and mapping the garment customer demands was systematically studied by customer relationship management （CRM）, statistical analysis and quality function development（QFD） methods. Firstly, CRM was built to gain customer information, and the fuzzy qualitative evaluation was introduced to expand the garment customer demands. Secondly, statistical method was used to analyze customer demand information. Finally, QFD model was used to quantify customer demands and House of Quality was built by the relationship matrix. The clothing product design requirements mixed customer demands was put forward by the mapping relationship. By optimizing product design of Banorame shirt by this system, the sale is obviously increased. This method for acquiring, analyzing and mapping the customer demands, provides an effective technical way for the big data prediction of clothing products under the cloud.

关 键 词：服装 客户关系管理 质量功能展开 数据统计分析 需求 量化 映射 

分 类 号：TS941[轻工技术与工程—服装设计与工程]