基于顾客聚焦的生产安排模型及相关问题

以顾客个性化需求矩阵和企业产出属性矩阵分别代表顾客的需求和企业的产出,以个性化需求与企业输出属性之间的欧氏距离表示企业输出产品的属性与顾客个性化需求之间的差别.在此基础上,建立了在企业的现有生产能力和成本的限制条件下及考虑顾客对企业的重要性程度的生产安排数学模型.借助模型可以确定标准化生产和个性化生产在时间上的分离点,从而实现资源共享,降低成本,使产品满足顾客个性化需求,提高顾客满意度.     

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.     

第三方物流企业关键绩效管理

该研究从第三方物流企业的服务性行业性质出发,在供应链的环境中考察不同顾客对物流绩效的不同需求,提出绩效管理必须以顾客满意为导向的关键绩效管理(CTP)思想.第三方物流企业以顾客满意为导向的关键绩效管理,从顾客满意度出发,通过分析物流企业的关键业务流程,研究影响顾客满意度的企业内部因素,指出物流质量、成本、周期以及系统柔性是影响顾客满意度的四个关键因素,并由此四个维度总结出第三方物流企业的关键绩效指标及绩效评价函数.最后,通过对第三方汽车物流企业的实证研究进一步说明以顾客满意为导向的绩效管理方法的实际应用.     

基于DEMATEL-ANP的质量屋中产品功能需求重要度分析

采用质量功能展开(Quality Function Deployment,QFD)将顾客需求转化为功能需求过程中,为综合考虑顾客需求自相关关系和功能需求自相关关系,构建了基于网络分析法(Analytic Network Process,ANP)的QFD模型。采用三角模糊数处理QFD中的语义评价信息。采用模糊决策试验与实验评估法获取顾客需求自相关矩阵和功能需求自相关矩阵;利用对数最小二乘法求解模糊两两比较矩阵获取顾客需求重要度;然后建立ANP-QFD模型计算功能需求初始重要度。基于技术竞争性模糊评估信息,采用熵值法对初始重要度进行修正,计算功能需求的最终重要度。最后以某装载机功能需求重要度计算为例,验证了所提方法的有效性。     

质量改进与顾客互动机制转换子模型的建立

基于模糊理论和矩阵转换思想,分别建立了在顾客需求及需求权重明确和不明确两种条件下如何将顾客需求转换为工程特征的转换子模型,以及将工程特征转换为顾客需求的转换子模型。     

"卓越绩效标准"透视--以顾客和市场为中心(Ⅱ)

“顾客关系与顾客满意”这个条目是“卓越绩效标准”第3类目“以顾客和市场为中心”中的第2项基本要求。包括“建立顾客关系”和“确定顾客满意与否”这两个着重的领域,提出了8项具体要求。该条目审查组织如何建立顾客关系,赢得、满足和保留顾客,增加顾客忠诚度和开拓新的商机。如何确定顾客是否满意,获得可以采取措施的信息。一、建立顾客关系“建立顾客关系”这个着重的领域,强调组织从顾客那里获得可以采取措施的信息,以确定改进和变革的优先权。审查组织顾客关系的具体内容包括:如何建立关系以获得顾客,满足和超越期望,增加忠诚度,开发…     

卓越绩效标准透视——以顾客和市场为中心(I)

《卓越绩效标准》第3类目为“以顾客和市场为中心”。其中包括“3郾1了解顾客和市场”、“3郾2顾客关系与顾客满意”两个条目。一、以顾客和市场为中心这一类目的要求反映了卓越绩效标准的视角——顾客驱动的卓越,表明了在当今飞速发展和激烈竞争的市场环境中,企业经营的基本立场和出发点。该类目审查组织如何确定顾客和市场的要求、期望和偏好,以及如何与顾客建立关系,如何确定决定着顾客的获得、满意、忠诚、保持以及业务扩展的那些关键因素。它要求说明组织如何寻求了解顾客和市场的声音,满足顾客的期望和要求,以取悦顾客、建立顾客忠诚…     

供应链风险管理与企业绩效的结构关系检验

研究了供应链风险管理绩效影响企业绩效的结构关系.从供应风险管理绩效、需求风险管理绩效、制造过程风险管理绩效和信息风险管理绩效4个维度构建了供应链风险管理绩效的测量指标,提出了反映供应链风险管理绩效各个维度影响企业绩效的因果结构模型.通过对国内制造性企业的调研,基于结构方程模型对该模型进行了统计检验,结果表明:信息风险管理绩效对企业绩效有显著的直接和间接影响,制造过程风险管理绩效对企业绩效有显著的直接影响,供应风险管理绩效和需求风险管理绩效对企业绩效有显著的间接影响.从残差分析、中介效应检验和竞争性模型比较三个方面分析了该模型的优势,并就企业如何应用质量管理实践提高供应链风险管理绩效提出了一些有针对性的建议.     

多顾客个性化需求下产品属性配置策略

以多顾客个性化需求为研究对象,建立了基于定价因子的产品属性输出优化模型,研究了企业在生产能力和成本一定的条件下,如何最优化产品多属性的输出值,最终满足顾客个性化的需求,其中个性化需求用顾客对产品的属性需求矩阵来表示。基于多顾客加权平均属性和属性输出偏差确定相应的定价因子矩阵,实现顾客需求的个性化定价。分别以输出属性的加权总偏差最小和企业基于定价因子的利润最大为目标,建立了产品属性输出的约束规划模型。通过一个算例对两种情况进行了进一步比较,结果表明在相同定价原则下,无论以偏差最小还是利润最大为目标,都能较好地满足顾客需求并得到近似的收益。     

面向即时定制的产品设计矩阵研究

将顾客对产品的定制需求分为三类:与或型、连续变量型和离散变量型,并在产品设计矩阵中引入定制因子的概念进行描述,从而建立定制产品在功能域中的功能需求和在物理域中的设计参数之间的映射关系.同时,通过定制因子对应的设计参数和其它非定制设计参数的集成,实现了定制产品的逻辑模块和物理模块的无缝连接.在满足公理设计的基础上,产品设计矩阵中的定制因子能否独立于其它元素,成为产品定制维度瓶颈的判别依据.通过比较汽车和房屋的个性化涂色案例证实了将定制因子引入设计矩阵中的可行性和应用潜力.     

Universal design (UD) principles for flexible packaging and corresponding minimal customer requirement set

Other research has established seven UD principles and performance measures for the design and assessment of generic products. The objective of this research is to improve the suitability of UD for flexible packaging. The methodology used here begins by creating customer requirements from UD performance measures and packaging functions from JIS S 0022‐4. The authors propose a correlation matrix to discard uncorrelated, duplicated and irrelevant requirements from the list of requirements. The remaining customer requirements are screened by using the Index of Consistency. Then, experts check and add essential customer requirements. A factor analysis is conducted on the survey data to find the important requirements and eliminate uncorrelated requirements. The number of customer requirements is reduced from 261 to 39 with five principles corresponding to UD. The five principles relevant to UD are (a) convenient, intuitive and simple use; (b) perceptible information; (c) structure and graphic design; (d) easy opening; and (e) equitable use. The benefit of the new five principles is not only the reduction from seven principles to five principles, but also the grouped customer requirements that are easy to use for packaging manufacturers and packaging designers. Customer requirements can be used as performance measures to evaluate the compliance of flexible packaging to UD. Finally, the application of the five principles and 39 customer requirements are demonstrated with case studies. Copyright © 2010 John Wiley & Sons, Ltd.     

Modelling customer and technical requirements for sustainable supply chain planning

Sustainable supply chains are the need of modern times. In order to make them successful, listening to voice of the customer and integrating them in the design and development phases of supply chains are very important. In this paper, we propose a technique called sustainability function deployment (SFD) developed on the concept of quality function deployment (QFD) to model customer and technical requirements, establish relationship between them and prioritise them for developing sustainable supply chains. SFD gathers customer and technical requirements for sustainable supply chain planning using C-REQ and T-REQ surveys, generates priority of customer requirements using Priority Matrix, performs screening of technical requirements using gap analysis, and generates requirements weights using QFD, thereby providing a structured approach to the decision-makers to select the right areas of improvement. Both the customer and technical requirements are captured from a socio-economic-environmental perspective. Results of application of the proposed technique are provided. The strength of the proposed approach is its novelty in integration of priority matrix and gap analysis in prioritising requirements based on their importance and performance in SFD. Besides, SFD facilitates modelling of complex, interrelated requirements in sustainable supply chain planning.     

Flexibility in manufacturing enterprises

A manufacturing enterprise is a collection of interrelated, flexible, optimized business processes delivering value to the customers through high quality products and services, faster than competition. This view of an enterprise enables one to consider the entire business system including the suppliers, product development, manufacturing, logistics, distribution, and retailing and to smoothen out the interfaces between them. Performance measures and performance measurement are important for monitoring, control and management. We identify and discuss eight performance measures for generic business processes. These include lead time, customer service, dependability, quality, flexibility, cost, capacity, and asset utilization. In this paper, we concentrate on flexibility of business processes with special emphasis on the supply chain and order-to-delivery processes. We attempt to provide clear definitions and measures of various types of flexibilities as well as discuss the relationship between product structure and supply chain flexibility. The relationship between uncertainties, flexibility, technology, and product structure is clearly brought out in this paper.     

Identification of the optimal product configuration and parameters based on individual customer requirements on performance and costs in one-of-a-kind production

One-of-a-kind production (OKP) aims at manufacturing products based on the requirements from individual customers while maintaining the high quality and efficiency of mass production. This research addresses the issues in identifying the optimal product configuration and its parameters based on individual customer requirements on performance and costs of products. In this work, variations of product configurations and parameters in an OKP product family are modeled by an AND-OR tree and parameters of the nodes in this tree. Different product configurations with different parameters are evaluated by performance and cost measures. These evaluation measures are converted into comparable customer satisfaction indices using the non-linear relations between the evaluation measures and the customer satisfaction indices. The optimal product configuration and its parameters with the maximum overall customer satisfaction index are identified by genetic programming and constrained optimization. A case study to identify the optimal configuration and its parameters of window products in an industrial company is used to demonstrate the effectiveness of the introduced approach.     

Our own translation box: exploring proximity antecedents and performance implications of customer co-design in manufacturing

Customer involvement with design activity is one of the principal components of mass customisation. Whereas many studies proposed methods to enable customer co-design, more research needs to determine co-design predictors and its associations with operations improvements. This study tests relationships between proximity, co-design, and performance, and whether co-design mediates proximity-performance relationships. Following on recent technology and collaborative trends, the study uses a three-dimensional operationalisation of customer proximity that includes physical, virtual, and affinity proximity measures. Regression analyses of data from 698 manufacturers from metal-mechanic industries suggest that virtual and affinity proximity related positively with customer co-design, that co-design explained quality and delivery improvements, and that co-design mediated the relationship between virtual proximity and quality improvements.     

基于模糊集表达和熵处理的产品用户需求评价

 在产品设计早期,对用户需求功能及其重要程度进行分析和获取的成功与否直接关系到产品设计目标特性的质量以及后续产品开发的各个阶段。提出一种基于模糊集表达和熵处理的有效用户需求获取方法。根据用户需求调查结果,建立了用户需求功能抽象的原则,采用模糊矩阵对各用户需求进行表达,并用熵处理的方法简化用户需求模糊矩阵,从而获取用户需求的重要度排序。该方法的显著优点是能够反应用户需求的主观性和模糊性。     

Effectiveness of planning and control systems: An empirical study of US and Japanese firms

Both researchers and practitioners have investigated the effectiveness of manufacturing planning and control systems (MPCS) in an attempt to justify the investment in MPCS. This study uses the Wight's (1981) detailed questionnaire to measure the degree of planning and control implementation in a manufacturing system, which is referred to as MPCS rating. The MPCS rating is then used to study the relationship between the self-assessed manufacturing competitiveness (cost, quality, delivery and flexibility) and the objective performance measures of manufacturing performance such as production cost, productivity change, customer reject percent, manufacturing lead time, etc. The results show that there is a strong relationship between MPCS ratings and objective performance measures as well as self-assessed competitiveness in both Japanese and US firms. The results are important since they indicate that fundamental manufacturing planning and control procedures improve a firm's performance on both its internal operations as well as external competitiveness goals.     

基于N维云模型的客户共性与个体特征研究

依据所采集的客户服务属性数据和客户本体属性数据,运用多维正态云模型对客户群共性行为特征进行了描述,构建客户群数值特征矩阵。通过云相似性度量的方法,从质的层面上分析客户群之间的相似性,并依据相似度对客户群进行动态调整;确定各个客户群的标准型客户,运用多维X条件云发生器生成个体客户的特征属性值对客户群属性特征的激活强度,从量的层面上计算个体客户与客户群的标准型客户之间的差异。最后通过模拟分析,计算出客户群之间的相似度、个体与群体之间的差异值,证实运用多维云模型理论可以很好地进行客户行为分析。     

Yield‐Based Capability Index for Evaluating the Performance of Multivariate Manufacturing Process

Process capability indices (PCIs) have been widely used in the manufacturing industry providing numerical measures on process precision, accuracy and performance. Capability indices measures for processes with a single characteristic have been investigated extensively. However, an industrial product may have more than one quality characteristic. In order to establish performance measures for evaluating the capability of a multivariate manufacturing process, multivariate PCIs should be introduced. In this paper, we analyze the relationship between PCI and process yield. The PCI EC_pk is proposed based on the idea of six sigma strategy, and there is a one‐to‐one relationship between EC_pk index and process yield. Following the same, idea we propose a PCI MEC_pk to measure processes with multiple characteristics. MEC_pk index can evaluate the overall process yield of both one‐sided and two‐sided processes. We also analyze the effect of covariance matrix on overall process yield and suggest a solution for improving overall process yield. Copyright © 2013 John Wiley & Sons, Ltd.