Smart experience-oriented customer requirement analysis for smart product service system: A novel hesitant fuzzy linguistic cloud DEMATEL method

Smart product service system (PSS) has become an essential strategy to transform towards digital servitization for manufacturing companies. By leveraging smart capabilities, smart PSS aims to create superior user experience in a smart context. To develop a successful smart PSS, customer requirement management from smart experience perspective is necessary. However, it is a challenging task to identify and evaluate diverse, implicit and interrelated smart experience-oriented customer requirement (SEO-CR) in smart PSS context. Hence, this paper proposes an effective methodology to elicit and analyze SEO-CRs. At first, a generic, two-dimensional SEO-CR system is presented as a basis to derive the tailored SEO-CRs for various smart PSS applications. Second, a novel HFLC-DEMATEL (hesitant fuzzy linguistic cloud-based Decision-making and trial evaluation laboratory) method is proposed to accurately evaluate the priority and complicated interaction of SEO-CRs, considering the hesitancy, fuzziness and randomness under uncertain decision environment. Some new operations (e.g., cloud total-relation matrix and weight determination method) and a cloud influence relation map are developed to fully take advantage of cloud model in DEMATEL implementation. Finally, a real case of smart vehicle service system (SVSS) is presented. The 18 SEO-CRs of the SVSS are derived based on the generalized SEO-CRs. By using HFLC-DEMATEL, some important SEO-CRs in context of SVSS are identified, such as autonomous and convenience. The finding of results can help designers make proper decisions in design and development of SVSS with a superior smart experience. The effectiveness and reliability of the proposed method are validated by conducting some comparative analyses.     

基于深度学习的基金客服情绪安抚算法

构建基金智能客服情绪安抚算法,增加人性化设计以有效提升客户使用体验。由基于OCC模型的情绪粗粒度分类得到有负面情感的文本信息,对该文本信息进行相关处理,而后基于SVM模型进行情绪细粒度分类,得到文本的负面情绪类别并在囊括专业知识和情绪应答的基金领域知识库中匹配答案和情绪应答语句,将查询结果展示给客户。     

Optimal markdown policy of perishable food under the consumer price fairness perception

Markdown policies are widely used by retailers to sell perishable food. Consumers purchase food at different prices during different sales periods. Some consumers may compare their experience with others who purchase the same items. Price unfairness or inequity is perceived when different prices are quoted without reasonable explanations. This study develops an optimal markdown model for perishable food pricing to optimise the food retailer revenue and enable a maximum aggregated consumer utility considering individuals’ price fairness perception. The model serves as the first step in evaluating trade-offs between food retailer revenue and consumer utility. In addition, it enables consumer utility to be depicted through perceived price fairness by including the effects of food perishability and scarcity. Another innovative feature is the equalisation of the consumer average aggregated utility during different sales periods as a condition of intertemporal price fairness perception. The proposed model is compared with two benchmark models to justify the effectiveness and advantages in the example. Finally, a sensitive analysis based on the food deterioration rate, consumer food desire rate and consumer average reservation price is conducted to justify the manner in which these factors influence the optimal pricing policy, and managerial insights are suggested for food retailers.     

国内网约车管理服务问题及标准化需求分析

随着深度城镇化进程的加快,网约车依托互联网得到了迅速发展,但其管理服务发展逐渐显露出不少问题.以杭州市为例进行实证调研,综合运用文献调查、问卷调查、数理统计、结构方程模型等方法,针对政府、网约车平台、网约车司机和网约车顾客4个利益相关方,通过量化具体分析其标准化需求,有针对性地从不同相关方的立场提出推动网约车管理与服务标准化发展的途径.     

基于需求结构化的标准实施规划方法

在复杂装备系统工程中,需要规划标准实施方案,前提是确定标准选用范围.此工作难度高、工作量大,并且缺乏方法指导.因此,提出一种基于需求结构化的标准实施规划方法,通过全面客观地收集系统需求,并通过某大型水面舰船医疗系统标准实施规划案例,验证方法的有效性.     

浇注式沥青混凝土现状与发展

为进一步确定浇注式沥青混凝土科学合理的性能评价指标及要求,全面梳理了国内外浇注式沥青混凝土相关规范,对比评价了不同规范中的技术指标要求及级配范围,系统地调查了大量实体工程及研究动态,厘定了浇注式沥青混凝土钢桥面铺装结构层组合、原材料类型和技术指标要求及级配类型,为浇注式沥青混凝土规范完善与质量控制奠定了基础。结果表明:推荐钢桥面铺装结构层组合为30~35mm GA-10+35~40mm SMA-10,GA基础沥青为SBS改性沥青+TLA(15%~30%),采用2%降粘剂;推荐性能评价指标要求范围为油石比7.9%~8.5%、流动度10~17s、贯入度1.4~2.5mm、贯入度增量不超过0.25mm、弯拉应变不小于7 000με、动稳定度不小于1 000次/mm(参考指标);疲劳性能试验以控制应变模式进行,结果以实测为准。     

通用中小型机械企业网站的需求分析

为了克服中小型机械企业建立网站的经费不足、功能不全和缺乏安全性等问题,提出了建立通用企业网站的方案。首先通过广泛调研企业的需求,总结和分析了企业信息、客户管理、产品管理、销售与市场管理、物资供应管理、人事管理和安全管理等模块的功能;其次,分析了主要的业务流程和业务重组。     

信息技术的需求方法研究

现在处于一个信息技术高速发展时期,这些年来单位信息系统逐步建立、升级,给各个生产业务部门带来了助力。随着世界范围内信息技术的广泛应用,生产业务部门人员的IT技能越来越高,对软件系统的使用要求也越来越多。这是一件可喜的事情,说明信息技术创新,助力业务创新,已经有了良好的群众基础。在IT业界,众多的成功或不成功案例都实践证明,一个应用系统最后是否建设成功,80%的因素在于需求分析是否做得好。浅显发地说,也就是:业务部门人员是否把需要实现的软件系统功能都说明白了,没有较大的遗漏;开发人员都理解清楚了,没有较大的偏差。该文就如何做好需求分析工作,进行简要论述。     

浅谈移动CRM客户价值细分

随着移动通信的不断发展,移动客户数量也在不断增加,而通信行业中的竞争也日益显著。因此,过去以生产为中心、以销售产品为目的的市场战略逐渐被以客户为中心、以服务为目的的市场战略所取代。该文就移动CRM客户价值细分做出了一些探讨。     

基于模拟退火算法的构件检索方法

现有构件检索方法在面对用户复杂功能需求时检索时间较长而且检索结果不够准确,针对该问题,提出基于模拟退火算法的构件检索方法,定义构件检索过程中的有序匹配解及其邻域,并结合构件的分类描述特征设计模拟退火指标函数,在此基础上迭代搜索出覆盖用户功能需求且成本近似最低的构件集合。实验比较结果证明,基于模拟退火算法的构件检索方法在检索速度和准确度方面有一定的提高。