基于顾客需求满足度产品总体设计方案评价.pdf

＊ 基于顾客需求满足度的产品总体设计方案评价研究 耿秀丽，褚学宁，张在房 (上海交通大学 机械与动力工程学院，上海 200240) 摘要：针对传统方案评价中，指标及其权重或偏好的确定具有不一致性和不确定性的问题，提出了一种以 顾客需求满足度为依据的方案评价方法。利用由顾客需求向工程特性映射的质量屋信息，按照构建质量屋 的反方向将工程特性满足度转化为顾客需求满足度。为了有效处理模糊和不确定的工程特性评价信息，采 用粗糙集理论将评价数据表达为粗糙数形式，进而计算工程特性满足度。考虑到工程特性满足度之间的补 偿关系，采用非准确性计算方法（Method of Imprecision ,MoI ），利用顾客需求与工程特性的修正相关关系 计算顾客需求满足度，最后计算总体顾客需求满足度作为方案排序的依据。以水平定向钻完整产品总体设 计方案的评价为例，验证了所提方法的有效性。 关键词：方案评价；质量屋；顾客需求；粗糙数；非准确性计算方法 中图分类号: TH122 文献标识码: A Research on product outline design scheme evaluation based on customer requirements satisfaction degree GENG Xiu-li , CHU Xue-ning ,ZHANG Zai-fang (Sch. of Mech. Power Eng, Shanghai Jiaotong Univ. ,Shanghai 200240，China) Abstract ：To deal with the problem that determination of evaluation indices and their weights or preferences were inconsistent and uncertain in traditional scheme evaluation, a scheme evaluation method was proposed based on satisfaction degree of customer requirements. Using mapping information in house of quality (HoQ) from cus- tomer requirements to engineering characteristics (ECs), satisfaction degree of each EC was transformed into sat- isfaction degree of each CR in the opposite direction of constructing HoQ. To deal with imprecise and fuzzy evaluating information of ECs, evaluation data were expressed as rough numbers by means of rough set theory, and then satisfaction degree of each EC was calculated. Considering compensation relationship of satisfaction degree among each EC, method of imprecision (MoI) was used to calculate satisfaction degree of each CR based on modified relationships between CRs and ECs. Finally, overall satisfaction degree of CRs was calculat