开发面向顾客的产品的集成

成功的产品是在顾客需求的基础上开发的。系统考虑顾客要求并将其融入整个开发过程,对新产品的成败至关重要。要达到由顾客驱动这一目标,就要分析顾客的要求是什么,以及他们愿意为之化钱的是什么。新产品应具有什么样的性能和结构,这通过对顾客需求的有效评价可以找到正确的答案。     

顾客要求、测量要求与计量要求

一、顾客要求与测量要求 ISO9000中提出的八项质量管理原则中的第一项就是“以顾客为关注焦点”，认为组织的生存依赖于顾客，组织应该理解顾客当前的和未来的需求，满足顾客需求并争取超越顾客的期望。在ISO10012-2004《测量管理体系测量过程和测量设备的要求》中也充分体现了这一原则在计量领域中的应用，要求计量机构的各种活动围绕顾客要求展开，活动的结果能满足顾客的要求。     

主动寻求反馈 实现质量持续改进

顾客、竞争压力和科技进步是质量管理体系持续改进的三大推动力,为此,实验室应识别、理解和确定顾客的需求,了解顾客不断变化的要求和期望。知道顾客什么地方满意,可强化实验室的优势;知道什么地方会引发抱怨,可据此改进管理活动中的不足。     

美国包装业发展的最新动态

包装界正迎合消费者需求的变化而迅速改变——生产趋向多样化 当今美国人对食品的消费需求已向多规模、多样化、特色化方向转化，故食品加工业已将费用投向开发具有更加灵活和机动功能的包装线上。前几年开发一种新的包装产品通常需要2—3年，现只需半年就能让新产品上市。这充分说明，美国包装界开发新品种、新产品的速度快、时间短。     

标准与市场

1.标准是市场的产物企业的商品生产与经营由市场(顾客)需求定位,企业要通过市场调研、市场细分,识别顾客需求,正确反映顾客需求。顾客的需求信息可以是明确的,也可以是模糊的;可以是理性的,也可以是感性的;可以是顾客的普遍要求,也可以是个别顾客的要求;可以是强烈要求,也可能是一般期望;有的要求关系到产品基本使用功能,有的属于辅助功能。尽管这些需求信息显得含糊、抽象、杂乱以及缺乏量的概念,但却是企业产品市场定位的基础,是企业产品创新的契机,同时也是企业开发研制产品标准的源泉和起点。但企业必须将这些需求信息加以充分地揭示与…     

主编的话

社会正处在一个充满变革的时代。在这样的时代中，企业需要变革，需要在变革中把握机遇、寻求发展和展望未来。目前，我国的企业正是在这样的境遇中生存与发展，它们既面临着机遇又面临着挑战。现代企业制度的建立将是它们走向世界、走向成功的一次机遇。企业变革离不开技术进步。从市场情况来看，满足顾客日益增长的需求将是企业生存与发展的基础。企业只有实现产品多品种、小批量和短交货期，提高顾客满意程度，才能在竞争激烈的市场中立于不败之地。而这一切都需要技术的进步与创新。因此，形成面向市场的新产品开发和技术创新机制是企业…     

检测铝罐测试系统

根据市场的需求，该公司这次推出7个新产品，有的是亚华人通过自主开发、消化吸收、产、学、研联合研究的成果，有的是根据用户建议和要求不断改进，使产品升级和优化的结果，尤其是Pro-106自动模切机，该款完全是由亚华自主设计的新产品，融合了许多新的理念。     

基于快速反应的多品种小批量产品参数化实体自动生成系统

提出基于快速反应的多品种、小批量产品设计方法,并构建此类型产品设计的一般流程.该设计方法通过引导性顾客参与设计理念,以客户需求为最终归宿,将模块化、参数化等设计手段相融合,提高新产品的研发效率,降低研发成本,能够满足多品种、小批量产品制造企业快速响应顾客个性化的要求,有效地缓解顾客个性化需求与产品设计研发周期长的矛盾;最后,以一个实际案例佐证该设计方法的可行性.     

浅谈物流业的变革

物流业存在价值是什么？前辈们会说：这是哪门子的问题？我的看法是,物流业本身可能根本没有存在的必要。它的存在,其实完全需要看它给顾客们带来什么价值。有些产业,如农业,食品业等,他们生产生活上的必须品,价值是非常直接的。但是,任何物流企业者提供服务,都不是我们直接需要的物品。因此,物流业者的服务,能给顾客们带来何种价值就是很关键的生存问题。如果能有效地解决顾客的需求,它们就有存活的道理。相反,无法有效地满足顾客当下的需求,那就面临唯一的结局：Game0ver!     

想要企业持续发展吗？尽早走出“舒适地带”，开创新的利润来源！

企业要想持续发展，只有不断地、广泛地开拓新利润来源。当企业发现顾客日趋稀少、市场越来越成熟时，就必须进行战略性思考，并尽早从原来的“舒适地带”走出来：或者开发新产品，或者开拓新的地域市场，或者想尽办法提高已有顾客的购买量。     

对适宜于顾客的产品开发的集成评价——贴近市场的开发过程

 在产品开发过程链中 ,市场效果的好环取决于开发是否面向顾客。然而大量失败的开发的实例表明 ,主要的薄弱环节仍然是如何适当地考虑企业外部和内部的要求。系统地考虑顾客的要求只能在开发过程中对决定购买的因素加以考虑并作出评价来实现。在适当的信息处理下 ,考虑柔性模块及结构系列 ,就能得到产品设备和产品结构的最后结论。     

A rough set based data mining approach for house of quality analysis

As the first phase of quality function deployment (QFD) and the only interface between the customers and product development team, house of quality (HOQ) plays the most important role in developing quality products that are able to satisfy customer needs. No matter in what shape or form HOQ can be built, the key to this process is to find out the hidden relationship between customers’ requirements and product design specifications. This paper presents a general rough set based data mining approach for HOQ analysis. It utilises the historical information of customer needs and the design specifications of the product that was purchased, employs the basic rough set notions to reveal the interrelationships between customer needs and design specifications automatically. Due to the data reduction nature of the approach, a minimal set of customer needs that are crucial for the decision on the correlated design specifications is derived. The end result of the approach is in the form of a minimal rule set, which not only fulfils the goal of HOQ, but can be used as supporting data for marketing purposes. A case study on the product of electrically powered bicycles is included to illustrate the approach and its efficiency.     

Bridging customer knowledge to innovative product development: a data mining approach

In the big data era, firms are inundated with customer data, which are valuable in improving services, developing new products, and identifying new markets. However, it is not clear how companies apply data-driven methods to facilitate customer knowledge management when developing innovative new products. Studies have investigated the specific benefits of applying data-driven methods in customer knowledge management, but failed to systematically investigate the specific mechanics of how firms realised these benefits. Accordingly, this study proposes a systematic approach to link customer knowledge with innovative product development in a data-driven environment. To mine customer needs, this study adopts the Apriori algorithm and C5.0 in addition to the association rule and decision tree methodologies for data mining. It provides a systematic and effective method for managers to extract knowledge ‘from’ and ‘about’ customers to identify their preferences, enabling firms to develop the right products and gain competitive advantages. The findings indicate that the knowledge-based approach is effective, and the knowledge extracted is shown as a set of rules that can be used to identify useful patterns for both innovative product development and marketing strategies.     

Proceedings Reviews

Abstract:

Quality Function Deployment (QFD) is a systematic process for capturing and integrating the voice of the customer into every aspect of the design and delivery of products and services. Understanding customer wants or needs is crucial to the successful design and development of new products and services. QFD is a system that utilizes customer demand information to design products or services that will meet a client's mission. In addition, the process prioritizes and deploys these customer-driven characteristics throughout the product or service development to meet the customer needs, wants, and expectations. QFD determines effective development targets for the prioritized product and service characteristics. The QFD process has been used and documented extensively in product development. The service industry, however, lacks in the application of this process. The purpose of this article is to show practitioners and researchers how this process, in its entirety, can be used as a planning process to link customer requirements and service characteristics in the service industry. A case study was developed in which QFD was applied to develop recommendations for the American Society of Engineering Management (ASEM) in an effort to increase customer satisfaction and to identify opportunities to improve member benefits. The results of this study are applicable to any organization to improve the design and delivery of products and service regardless of industry.     

顾客体验管理的概念、实施框架与策略

顾客体验管理是战略性地管理顾客对产品或公司全面体验的过程,它是一种注重顾客参与的、动态的、系统性的顾客关系管理模式.建立以顾客体验的需求识别、影响因素分析、创造与完善以及绩效评价为核心内容的顾客体验管理框架,可以确保企业在对顾客体验需求进行准确把握的基础上,为处于生命周期不同阶段的顾客创造和传递符合其需要和价值层次的特定体验.在实施顾客体验管理过程中,企业需要关注体验式文化的建立、员工的招募和培训、体验式产品的设计、体验式营销环境的建立等多个环节.     

Product Evolution: A Reverse Engineering and Redesign Methodology

New products drive business. To remain competitive, industry is continually searching for new methods to evolve their products. To address this need, we introduce a new reverse engineering and redesign methodology. We start by formulating the customer needs, followed by reverse engineering, creating a functional model through teardowns. The functional model leads to specifications that match the customer needs. Depending upon required redesign scope, new features are possibly conceived, or not. Next, models of the specifications are developed and optimized. The new product form is then built and further optimized using designed experiments. An electric wok redesign provides an illustration. The methodology has had a positive impact on results by using a systematic approach, both within design education and industrial applications.     

Operational tactics and tenets of a new manufacturing paradigm ‘instant customerisation’

An increasing trend towards a new manufacturing paradigm of ‘instant customerisation’ is occurring due to customers demanding their orders for customised products or services be fulfilled under zero customer lead time and at a price near the price of mass production. By means of the manufacturing paradigm innovation model (MPIM), the operational tactics, operational tenets, and an operational framework of instant customerisation are elicited and described. An important new tactic within all the operational tactics is finalise-to-individual demand forecasting, meaning end products are finalised according to the forecasting of individual customer's needs. The knowledge and information, which is the primary input of individual demand forecasting, is gleaned and understood by total customer participation and value fusion. Total customer participation and value fusion are developed through customer participation and customer relationship management, which have critical distinctions. The operational framework, which is termed manufacturing paradigm tree of instant customerisation, can characterise the operational tenets, the relationships between different operational tactics and the objectives, and the relationships among different operational tactics. With the proposed framework, instant customerisation can be understood more effectively and holistically.     

Fuzzy multiple objective decision making approach to prioritize design requirements in quality function deployment

Quality function deployment (QFD) is a customer-oriented design tool for developing new or improved products to increase customer satisfaction by integrating marketing, design engineering, manufacturing, and other related functions of an organization. QFD focuses on delivering value by taking into account customer needs and then deploying this information throughout the development process. Although QFD aims to maximize customer satisfaction, technology and cost considerations limit the number and the extent of the possible design requirements that can be incorporated into a product. This paper presents a fuzzy multiple objective programming approach that incorporates imprecise and subjective information inherent in the QFD planning process to determine the level of fulfilment of design requirements. Linguistic variables are employed to represent the imprecise design information and the importance degree of each design objective. The fuzzy Delphi method is utilized to achieve the consensus of customers in determining the importance of customer needs. A pencil design example illustrates the application of the multiple objective decision analysis.     

基于RIR-MOO的定制产品优化设计方法研究

大规模定制是未来产品制造的发展方向,以低成本快速响应客户的个性化需求是定制产品设计的关键。以往对定制产品设计的研究缺少从个性化需求到产品参数的流程化设计指导方法,无法从定制产品个性化的客户需求出发,快速地关联设计目标并指导产品参数的设计。为此,提出了基于RIR-MOO （relative importance ratings and multi-objective optimization,相对重要性等级-多目标优化）的定制产品优化设计方法,从客户需求出发,将关键需求映射到相关的设计目标,再通过多目标优化（multi-objective optimization,MOO）方法快速求解产品参数,实现定制产品的快速响应和优化设计。首先,针对模糊、动态变化的客户需求,利用加权区间粗糙集分析方法对客户需求进行客观分析,排除争议性大的模糊需求,同时计算不同客户需求的相对权重,得到其相对重要性等级（relative importance ratings,RIR）;然后,提出一种基于转换矩阵的客户需求与设计目标关联的方法,根据关键需求与设计目标的关联度以及关键需求的RIR,对关键需求与设计目标进行匹配,实现关键需求到设计目标的转换;最后,基于MOO方法对设计目标对应的产品参数进行优化设计,实现约束条件下定制产品的多目标优化。以汽车发动机活塞机构优化设计为例,对基于RIR-MOO的优化设计方法的可行性进行验证。结果表明,所提出的方法可以快速响应定制产品的客户需求并指导其优化设计,可为定制化产品制造企业提供指导。