产品服务系统设计中顾客需求重要度确定方法研究  

Method of determining the importance of customer demand in product service system design

作　　者：吕锋[1,2] 刘芬 冯壮壮 张淑萍 赵梓渌 吕玲 LV Feng;LIU Fen;FENG Zhuangzhuang;ZHANG Shuping;ZHAO Zilu;LV Ling(School of Mechatronics Engineering,Henan University of Science and Technology,Luoyang 471003,CHN;Collaborative Innovation Center of Machinery,Equipment Advanced Manufacturing of Henan Province,Luoyang 471003,CHN;Shangqiu Liangyuan highway development center of Henan Province,Shangqiu 476099,CHN)

机构地区：[1]河南科技大学机电工程学院,河南洛阳471003 [2]机械装备先进制造河南省协同创新中心,河南洛阳471003 [3]河南省商丘市梁园区公路事业发展中心,河南商丘476099

出　　处：《制造技术与机床》2024年第4期173-180,共8页Manufacturing Technology & Machine Tool

基　　金：国家重点研发计划项目(2020YFB1713500);河南省高等学校重点科研项目计划项目(20B410002)。

摘　　要：为了准确地反映产品服务系统设计中的顾客需求,文章基于手段-目的链理论从顾客期望角度获取顾客需求,提出了云模型、模糊DEMATEL和改进的分析型Kano模型相结合的方法确定顾客需求重要度。利用云模型解决专家评价模糊不确定问题,确定顾客需求初始重要度。考虑到顾客需求间的有向影响关系,引入模糊DEMATEL方法,对顾客需求初始重要度进行修正。基于贴近度的顾客需求分类准则,构建了改进的分析型Kano模型,引入基于顾客满意度的顾客需求重要度指数和满意度指数,确定顾客需求最终重要度。以某数控机床产品服务系统设计为例,验证了所提模型的可行性和有效性。In order to accurately reflect customer’s intrinsic requirements in PSS design,a hierarchical model based on the means-end chain theory is constructed to capture CRs from the perspective of customer expectations,and then the method combining cloud model,fuzzy decision-making trial and evaluation laboratory(DEMATEL)with improved analytical Kano(A-Kano)model is proposed to identify importance priority.The cloud model was used to solve the problem of fuzzy uncertainty of expert evaluation and determine the initial importance of customer demand.Considering the directional influence relationship among CRs,the fuzzy DEMATEL method is introduced to modify the basic importance.Based on the category criterion of CRs,an improved A-Kano model is constructed,and the importance index and satisfaction index based on customer satisfaction are introduced to identify the final importance.The feasibility and validity of the proposed model were verified by taking the design of a CNC machine tool product service system as an example.

关 键 词：产品服务系统 顾客需求 云模型 模糊DEMATEL 分析型Kano模型 

分 类 号：TP472[自动化与计算机技术]