Method of determining the importance of customer demand in product service system design
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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。Abstract: 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.
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Key words:
- product-service systems /
- customer requirements /
- cloud model /
- fuzzy DEMATEL /
- A-Kano model
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表 3 顾客需求云模型重要度
顾客需求 云模型重要度 C1 （4.123,0.767,0.068） C2 （4.500,0.627,0.351） C3 （3.929,0.499,0.361） C4 （4.857,0.307,0.194） C5 （3.714,0.512,0.205） C6 （4.357,0.576,0.290） C7 （4.214,0.703,0.076） C8 （3.643,0.806,0.307） C9 （3.500,0.806,0.269） C10 （3.786,0.844,0.264） 
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表 4 云模型重要度相对偏好精确值
顾客需求 V 顾客需求 V C1 0.523 C6 0.555 C2 0.575 C7 0.534 C3 0.492 C8 0.451 C4 0.627 C9 0.430 C5 0.461 C10 0.471
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表 5 顾客需求初始重要度
顾客需求 $\omega _i^1$ 顾客需求 $\omega _i^1$ C1 0102 C6 0.108 C2 0.112 C7 0.104 C3 0.096 C8 0.088 C4 0.123 C9 0.084 C5 0.090 C10 0.092
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表 6 评价语义和三角模糊数对应关系
评价语义 三角模糊数 影响极小 (0.0,0.1,0.2) 影响较小 (0.1,0.2,0.3) 影响一般 (0.2,0.3,0.4) 影响较大 (0.3,0.4,0.5) 影响极大 (0.4,0.5,0.6)
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表 7 基于模糊DEMATEL修正后的顾客需求重要度
顾客
需求C1 C2 C3 C4 C5 C6 C7 C8 C9 C10 $\omega _i^2$ 0.109 0.108 0.101 0.145 0.094 0.112 0.105 0.070 0.072 0.084
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表 9 顾客满意度
顾客需求 ${\overline Y _i}$ ${\overline X _i}$ C1 0.090 0.035 C2 0.095 0.035 C3 0.100 0.037 C4 0.134 0.085 C5 0.047 0.033 C6 0.095 0.045 C7 0.087 0.037 C8 0.026 0.019 C9 0.030 0.026 C10 0.046 0.027
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表 10 顾客需求重要度指数
顾客需求 εi 顾客需求 εi C1 0.097 C6 0.105 C2 0.101 C7 0.095 C3 0.107 C8 0.032 C4 0.159 C9 0.040 C5 0.057 C10 0.053
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表 11 顾客需求的卡诺分类
顾客需求 卡诺分类 顾客需求 卡诺分类 C1 必备需求 C6 必备需求 C2 必备需求 C7 必备需求 C3 魅力需求 C8 期望需求 C4 必备需求 C9 期望需求 C5 期望需求 C10 期望需求
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表 12 顾客需求表现水平
顾客需求 ${q_i}$ 顾客需求 ${q_i}$ C1 0.667 C6 0.792 C2 0.625 C7 0.750 C3 0.584 C8 0.542 C4 0.805 C9 0.500 C5 0.583 C10 0.586
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表 13 顾客需求满意度指数
顾客需求 ${P_i}$ 顾客需求 ${P_i}$ C1 0.077 C6 0.088 C2 0.079 C7 0.079 C3 0.010 C8 0.023 C4 0.128 C9 0.028 C5 0.041 C10 0.038
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表 14 顾客需求最终重要度
顾客需求 $\omega _i^3$ 顾客需求 $\omega _i^3$ C1 0.118 C6 0.124 C2 0.121 C7 0.116 C3 0.106 C8 0.048 C4 0.180 C9 0.050 C5 0.071 C10 0.066
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