面向需求增溢的客户满意度模型研究

提出一种面向需求增溢现象的产品综合客户满意度计算方法,该方法首先对需求质量特征类型和客户满意度区间进行划分;然后采用分段式指数型函数建立不同类型的客户需求特征满意度模型;最后采用层次分析法确定各个需求特征的相关权重,从而得到不同产品对应的客户综合满意度。以工程自卸车产品客户选择为例,对该客户满意度模型应用的有效性和实用性进行了说明。     

以顾客满意为中心的大规模定制质量改进

以顾客满意为中心的大规模定制质量改进研究是为解决大规模定制生产模式下保证稳定的、不断改进的产品质量,以持续提升顾客满意度问题而提出的系统性方法。在对大规模定制质量改进过程中顾客满意、产品平台、质量保证、改进过程和相互关系等关键要素分析的基础上,构建质量改进体系,实现产品平台质量的稳定和持续改进,继而推动最终产品的质量改进,增强企业满足顾客个体与群体质量要求的能力,最终达到持续提升顾客满意的目的。     

Quality function deployment planning for platform design

Platform design is an important design activity in the automotive industry. This task is usually performed by highly qualified engineers. In this paper we introduce the mathematical programming model which uses QFD data and provide the starting solution for the design team. The model essentially optimizes customer satisfaction subject to target cost. The empirical results for one of the biggest automakers in the Middle East are provided. The comparison has been made between company solution and mathematical model solution and shows the quality of the mathematical model solution. The second mathematical programming went through the design process and provided more insight for the design team. Introducing an index for customer satisfaction is the secondary result of our solution.     

面向改型设计的模块化产品评价方法

针对改型设计的模块化定制产品的评价问题,提出一种综合考虑产品定制度和用户满意度的评价方法。将定制成本细分为设计定制成本、制造定制成本和装配定制成本,求得零部件定制成本之和及其所占比重,得到定制度;考虑了多种用户满意因素,并将价格因素和其他因素分开计算,得到用户满意度。结合定制产品的实际情况,综合产品定制度和用户满意度,以此对多个模块化定制产品进行评价。通过实例,验证了相关方法的有效性。     

New rating methods to prioritize customer requirements in QFD with incomplete customer preferences

Customer satisfaction is one of the critical success factors to many leading companies over the world. Quality function deployment (QFD) has gained extensive international support as one of the powerful techniques to increase the customer satisfaction. In the QFD, correctly rating the final importance of customer requirements (CRs) is a crucial and essential process since it largely affects the target value setting of design requirements. The final importance ratings of CRs are generally determined by combining relative importance ratings and competitive priority ratings. However, determining the final importance ratings is very difficult due to the typical uncertainty or imprecision of customer’s judgment (or perceptions). This paper proposes a novel approach to prioritize CRs in QFD process by developing two sets of new rating methods, called customer preference rating (CPR) method and customer satisfaction rating (CSR) method, for relative importance ratings and competitive priority ratings, respectively. The CPR method provides a simple and intuitive technique to capture the customers’ incomplete or uncertain perceptions on the relative importance of CRs based on their own preferences, allowing them to give a partial ordering of CRs. The CSR method constructs the customer satisfaction model based on the competitive benchmarking analysis and then evaluates the performance quality of company product using our satisfaction and uncertainty measure. Furthermore, the CSR method is integrated with the Kano’s model to capture the different impacts of CRs on customer satisfaction. Finally, the proposed approach is illustrated with a numerical example of car door design problem.     

Bootstrap approach for estimating process quality yield with application to light emitting diodes

Process capability indices have been widely used by quality professionals for measuring process performance. Although process yield is the most common criterion used in the manufacturing industry for measuring process performance, a more advanced measurement formula Y_q, called quality yield index, has been proposed as an alternative measure of process performance. Quality yield can be viewed as the classical process yield minus the truncated expected relative process loss, within the specifications, which focuses on customer satisfaction. By taking customer loss into consideration, the advantage of using the quality-yield measure as process performance is that the formula can be applied to processes with arbitrary distributions. Unfortunately, statistical properties of the estimated Y_q are mathematically intractable. Therefore, capability testing cannot be performed. In this paper, a nonparametric but computer intensive method called bootstrap is used to obtain a lower confidence bound on quality yield for capability testing purposes. Simulation studies are conducted to examine the sampling distribution of the estimated Y_q. An application using the index Y_q for the light emitting diode manufacturing process is presented for illustration purposes.     

质量管理中的顾客满意度研究

随着时代的发展,质量的概念发生了很大的变化,其判断标准由原来的符合技术标准转而成为满足顾客需求,顾客成为质量的最终判断者。对顾客满意度的评测问题是产品使用过程质量管理中的一个重要方面,越来越引起企业决策者们的关注。本文给出了顾客满意度及其影响因素的关系模型,通过对顾客群体以及满意度体系的分析,并结合实例给出了一个满意度的评测方法。     

顾客满意度测评方法及其应用

国际标准化组织（ISO）发布的ISO/TS16949-2009《质量体系汽车供方关于应用ISO9001-2008的特殊要求》提出了＂以顾客为关注焦点＂等8项质量管理原则,把顾客满意作为对质量管理体系业绩的一种测量方法。标准明确要求要监视和测量顾客满意,借助于数据分析提供所需的顾客满意的信息,进一步通过纠正和预防措施,达到持续改进的目的。＂满足顾客的要求和期望＂即始于顾客要求,止于顾客满意,将取代追求质量合格或服务的达标而成为企业的最高目标。     

基于顾客满意的个性化定制质量保证体系研究

针对个性化定制生产模式最关键的质量保证问题,提出了一种基于顾客满意的个性化定制质量保证模型,并给出了其功能体系结构.该模型综合运用了质量设计、统计过程控制、神经网络和综合评价等理论和技术,以建立个性化定制质量保证系统.详细研究了基于顾客满意的个性化定制产品的协同质量设计、面向多品种小批量的工序质量控制技术、面向产品全生命周期的质量综合评价技术、基于可扩展标记语言的系统集成等关键使能技术,并以某重型机械集团的双进双出磨煤机为例,初步开发了基于顾客满意的个性化定制质量保证原型系统,为企业发展个性化定制生产模式提供了一条有效的途径.     

产品评论数据驱动的质量功能展开客户需求挖掘

针对现有质量功能展开(QFD)客户需求及其权重研究所含主观因素较多,从而造成QFD分析结果客观性较差的问题,提出一种产品评论数据驱动的QFD客户需求挖掘方法.首先提出了基于关注度隐含狄利克雷分布模型完成主题提取,利用Word2Vec相似度匹配形成客户需求集合.然后基于发明问题的解决理论(TRIZ)的需求映射模型,形成了...     

面向多样性和绿色性需求满意的产品配置设计

以优化客户对绿色产品的满意程度为目标,在构建绿色产品的客户满意度模型和配置过程模型的基础上,提出一种面向多样性及绿色性需求满意的产品配置设计方法。采用模块化思想和通用物料清单方法建立了绿色产品结构模型,并利用环境化质量功能配置方法实现客户需求、绿色产品特性与绿色模块类特性的映射转化;结合生命周期评价的思路与方法,分析模块类实例生命周期各阶段的绿色特性,在对分析结果进行处理的基础上,建立面向多样性及绿色性需求满意程度最大化的绿色产品配置优化模型。以食品搅拌机为例,验证了所提出方法的可行性和有效性。     

多生产线作业协调调度的PSOGA混合优化算法

为了求解多目标多生产线调度问题,采用协同进化思想,提出了多种群PSOGA混合优化算法(MC-HPSOGA)。以最小化最大完工时间、最大化生产线利用率和最大化客户满意度为目标函数,建立了多生产线作业协调调度问题的多目标批量调度数学模型,并且设计最小批量动态分批策略,将MC-HPSOGA算法应用于BSPT公司角磨机装配线的多目标多生产线调度问题实例中,通过与粒子群(PSO)和遗传算法(GA)的比较,验证了MC-HPSOGA算法和模型的有效性。     

面向大批量定制的用户需求协同配置思想及其应用

面向大批量定制的设计(DFMC)是大批量定制研究和实施的关键技术之一。现有的DFMC模式的重要特点之一在于产品的设计和制造会受到用户订单的极大限制,从而使得企业的制造属性难以实现优化。为此提出了面向大批量定制的用户需求协同配置思想。其内涵在于用户需求参数与企业的产品设计、制造以及生产经营等参数具有密切关系,而用户需求通常都具有相当的变动范围。因此,通过用户与企业集成以及协调用户需求参数与企业的制造参数,就可以实现各参数的综合优化,从而提高用户满意度和企业效益。建立了用户需求协同配置的多目标优化模型,提出了网络化运行模式及一种实现方案。通过工程应用实例说明了用户需求协同配置的成功应用。     

显像管生产线质量跟踪系统

为了在显像管生产线上对生产工序单个产品进行质量跟踪和追溯,提出了通过条形码识别单个显像管的方法,在线采集了各个工序对每个显像管的处理参数和检查结果,建立了每个显像管的生产档案,实现了显像管全生产过程质量跟踪和全寿命质量追溯,提高了生产线质量管理水平。为了保证标签内容的实时性和粘贴位置的一致性,在生产现场采用工控机和机械手实时打印和粘贴条形码标签;为了排除人为干扰、提高可靠性,采集数据以可编程逻辑控制器为核心,通过现场总线和以太网的多层网络传送至数据库中。采用Web技术实现了数据统计和分析,满足不同层次多用户对产品生产数据的查询要求。     

Evaluation and decision of products conceptual design schemes based on customer requirements

Within the competitive market environment, understanding customer requirements is crucial for all corporations to obtain market share and survive competition. Only the products exactly meeting customer requirements can win in the market place. Therefore, customer requirements play a very important role in the evaluation and decision process of conceptual design schemes of products. In this paper, an evaluation and decision method based on customer requirements is presented. It utilizes the importance of customer requirements, the satisfaction degree of each evaluation metric to the specification, and an evaluation metric which models customer requirements to evaluate the satisfaction degree of each design scheme to specific customer requirements via the proposed BP neural networks. In the evaluation and decision process, fuzzy sets are used to describe the importance of customer requirements, the relationship between customer requirements and evaluation metrics, the satisfaction degree of each scheme to customer requirements, and the crisp set is used to describe the satisfaction degree of each metric to specifications. The effectiveness of the proposed method is demonstrated by an example of front suspension fork design of mountain bikes.     

Hybrid meta-heuristic algorithm for job shop scheduling with due date time window and release time

This study intends to solve the job shop scheduling problem with both due data time window and release time. The objective is to minimize the sum of earliness time and tardiness time in order to reduce the storage cost and enhance the customer satisfaction. A novel hybrid meta-heuristic which combines ant colony optimization (ACO) and particle swarm optimization (PSO), called ant colony–particle swarm optimization (ACPSO), is proposed to solve this problem. Computational results indicate that ACPSO performs better than ACO and PSO.     

DESIGN ATTRIBUTES OPTIMIZATIONMODEL FOR CUSTOMIZED PRODUCT AND ITS APPLICATION

By formulating the design of customized product as a multi-objective optimization problem, a method for designing customized product according to the relative importance of customer needs is proposed. This method searches for the optimal design that maximizes customer satisfaction by establishing mapping from design attributes to the degree of customer satisfaction on each customer need. A window product is taken as an example for case study. The result indicates that this method is feasible.     

QFD在电子连接器概念设计中的应用探讨

以电子连接器作为研究对象,把质量功能配置运用于电子连接器产品的设计中,实现了从客户需求出发到完成的连接器设计工艺的一个整套的设计流程。在方案选择中,将质量功能配置与层次分析法结合,提出了相应的功能分解模型,以满足满意程度为总体目标,建立层次递阶结构,改善了分解的精确性和判断的一致性。最后用该方法对实际产品设计进行验证。     

Knowledge modelling for laser beam welding in the aircraft industry

This paper presents a knowledge model of the laser beam welding (LBW) in the aircraft industry, which is developed through the utilisation of integration definition for function modelling and concept mapping. The developed knowledge model has been captured in the form of rules and recommendations, which is commonly used as guidelines in this field, and represented with unified modelling language. The LBW component development comprises four key stages, namely, structure design, process planning, fixture fabrication and component fabrication. This has been achieved through the adoption of a three-phase qualitative research methodology: data collection and analysis, knowledge model development and validation. The captured knowledge in the form of rules and recommendations has developed an understanding of the LBW in the aircraft industry and improved the structure design and process planning from joint type selection, structure dimension definition and process parameter optimisation, etc. A prototype handbook has been developed based on skin–stringer connection of aircraft fuselage to guide designers and engineers directly in developing laser beam-welded fuselage panels. The procedure of knowledge modelling for the LBW as well as the methods and tools adopted can be applied to other processes. The developed knowledge model has been validated through a case study.     

面向半导体生产线生产计划的混合智能算法研究

针对传统半导体企业生产计划优化方法不能体现市场和生产环境中不确定性的不足,将模糊机会约束规划应用于半导体生产计划优化模型的建立,通过结合了模糊模拟和遗传算法的混合智能算法对半导体企业生产计划进行求解并通过实例及验证来说明该方法的可行性和有效性。