基于共识决策-DEMATEL-QFD模型的产品服务系统(PSS)技术特性重要度分析  

Important Degree Analysis of Technical Characteristics of Product Service System Based on the Consensus Decision Making-DEMATEL-QFD Model

作　　者：王楚 何丽娜 刘畅 Wang Chu;He Lina;Liu Chang(School of Mechanical Engineering,Southwest Jiaotong University,Chengdu 610031,China;Technology and Equipment of Rail Transit Operation and Maintenance Key Laboratory of Sichuan Province,Chengdu 610031,China)

机构地区：[1]西南交通大学机械工程学院,四川成都610031 [2]轨道交通运维技术与装备四川省重点实验室,四川成都610031

出　　处：《科技管理研究》2024年第23期105-114,共10页Science and Technology Management Research

基　　金：国家自然科学基金项目“多源不确定性下客户价值驱动的个性化产品优化设计方法研究”(51705436);国家科技重大项目“燃气轮机自主研发体系工程方法及信息化实现技术研究”(2017-I-0011-0012);四川省科技计划项目“客户价值驱动的大规模个性化智能定制方法研究”(2021JDRC0174)。

摘　　要：产品服务系统的交互性,导致其需求、技术特性之间存在较强的相关性及自相关性;同时多利益相关方参与性,导致其在需求分析及转化、技术特性分析过程中存在一定的冲突,而现有技术特性重要度研究缺乏对需求与技术特性的自相关性及两者之间相关性、评价信息冲突协调的考虑,为此提出基于共识决策-DEMATEL-QFD模型的产品服务系统技术特性排序方法。采用二元语义术语集处理质量功能展开中利益相关方的评价信息,通过共识决策来协调利益相关方评价值之间的冲突,采用决策试验与试验评估法综合考虑产品服务系统内所有元素之间的直接与间接影响关系,最后结合给定的利益相关方需求的重要度,基于QFD模型实现从利益相关方需求到产品服务系统技术特性的转换,确定技术特性的重要度。以智能家居产品的技术特性重要度计算为例验证模型的有效性,结果表明,该模型能够在协调评价冲突的同时,科学量化需求与技术特性的重要度关联,提升决策的可靠性与精准性,为产品服务系统中技术特性排序与优化提供了理论与实践支持。The interactivity of product-service system leads to strong correlation and self-correlation between its requirements and technical characteristics.Meanwhile,the participation of multiple stakeholders leads to certain conflicts in the process of requirements analysis and transformation,and technical characteristics analysis.However,the existing research on the importance of technical characteristics lacks consideration of the autocorrelation between requirements and technical characteristics,the correlation between the two,and the coordination of evaluation information conflicts.To this end,a method for ranking the technical characteristics of product service systems based on the consensus decision-making-DEMATEL-QFD model is proposed.Double hierarchy linguistic term set(DHLTS)is used to process the evaluation information of stakeholders in quality function deployment(QFD);consensus decision-making(CDM)is used to coordinate the conflicts between the evaluation values of stakeholders;the decision-making trial and evaluation laboratory(DEMATEL)method is used to comprehensively consider the direct and indirect influence relationships between all elements in the product service system(PSS).Finally,combined with the importance of the given stakeholder needs,the QFD model is used to realize the transformation from stakeholder needs to the technical characteristics of the product service system and determine the importance of the technical characteristics.The calculation of the importance of the technical characteristics of smart home products is used as an example to verify the effectiveness of the model.The results indicate that the model can effectively reconcile evaluation conflicts while scientifically quantifying the correlation between the importance of requirements and technical characteristics.This enhances the reliability and accuracy of decision-making,providing theoretical and practical support for the prioritization and optimization of technical characteristics in the product service system(PSS).

关 键 词：产品服务系统 利益相关方 技术特性重要度排序 决策实验与实验评法 共识决策理论 质量功能展开 

分 类 号：C934[经济管理—管理学] G301[文化科学]