客户需求信息处理理论和方法研究
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摘要
客户需求信息是企业开展产品配置的基础,并且是直接影响产品市场需求量的关键因素。随着电子商务技术的不断成熟和广泛应用,目前企业通过Web实时、方便地获取客户需求信息已成为主流。但是,由于Web获取的客户需求信息具有多样性、模糊性和隐蔽性的特点,使企业在获取客户需求信息后,必须对它们进行划分、处理和映射,这样才能真正服务于企业的产品配置。
本文以Web获取的客户需求信息为基础,按照客户需求信息综合处理的流程,结合相关理论研究,以企业模块化产品配置为目标,提出新的客户需求信息处理理论与方法,来解决企业综合处理客户需求信息中存在的问题。
本文的研究路线是：根据国内外研究者对客户需求信息综合处理流程中四个关键部分(获取→分类→处理→映射)的研究,从它们存在的局限性和问题出发,对客户需求信息的获取载体、划分算法、处理和映射方法进行了创新性研究。主要工作如下：
(1)基于客户需求信息模糊性、多样性和隐蔽性的特点和基于Web获取客户需求信息的方式,根据客户需求信息的规范化模型,构建了客户需求信息获取文档,它能够涵盖客户需求信息的结构和特征,这些特征由企业自定义的标签标注,具有很强的可读性。依据文档的相关模型,能够为后续客户需求信息的聚类分析和规范化处理奠定基础。
(2)针对客户需求信息的特征状态存在非定量的问题,提出定量标定分析方法,该方法在关注不同客户需求信息特征差别的同时,还能够体现特征状态之间的差异,避免了传统定量法表达特征状态不完整和特征赋值无意义的缺点。针对定量标定的客户需求信息特征值,提出了以GCRI(通用客户需求信息)特征作为聚类质心的客户需求信息的聚类算法,使客户需求信息的划分能够服务于企业产品配置的整个过程,并且为客户需求信息的规范化处理提供了依据。
(3)针对传统的处理方法对复杂结构的客户需求信息存在识别困难的问题,构建了模糊集规则和分词规则来识别客户需求信息特征值,实现了客户需求信息特征值与GCRI特征概念的匹配,自动生成了概念标注和词语属性。并且,引入人工智能处理方法,根据词语属性组成的属性向量,提出结合规则和机器学习来高效处理客户需求信息。此外,针对权重语义和语言的不确定性,提出了权重确定性分析方法。
(4)通过对模块化产品配置理论的研究,构建了规范化客户需求信息模型和企业模块化产品配置的模块模型,在此基础上,提出了面向产品模块化配置的客户需求信息映射方法,该方法能够有效避免概念混淆的问题,完善了客户需求信息到产品模块的映射。并且,映射结果能够提供产品模块配置分析的初始条件,将产品模块配置转变成了约束冲突消解的过程,简化了产品模块组合方案的制定。
本文以智能手机产品为案例,对客户需求信息的聚类分析和基于客户需求信息的产品配置方法进行了验证,演示了算法的执行流程和数据的对比。案例的执行结果表明提出的新方法具有实用性、合理性和有效性。
Customer Requirement Information is the foundation of product configuration for an enterprise, which is also a crucial factor affecting sales volume in the product market. Along with the development of technologies in electronic business, it is a mainstream that the enterprise is employing the Web for customer requirement information acquisition because the Web is normalizable, efficient and practicable. However, due to the fact that customer requirement information obtained by the Web exsits characteristics of diversity, fuzziness and concealment so that it must be classified, processed and mapped by the enterprise, which will be able to really serve the enterprise in subsequent product configuration.
After some related theoretical research, this thesis proposes a novel processing theories and methods to solve some existing problems caused by traditional methods in accordance with the comprehensive procedure of customer requirement information processing and the enterprise target of modular product configuration.
According to the limitations in the comprehensive procedure (acquisition→classification→processing→mapping) for customer requirement information processing studied by domestic and foreign researchers, the thesis will develop innovative research for improving their work and compensate some lackness. The main work is as follows:
(1) According to the characteristics of customer requirement information in the Web, a customer requirement information acquistion document is introduced and constructed based on the standard model of customer requirement information. The customer requirement information acquistion document is able to construct the structures and features for customer requirement information, and it is readable, exchangeable and practical for an enterprise information system. Also, some related mathematics model of the customer requirement information acquistion document are built for the subsequent clustering analysis and standardized processing.
(2) A quantitative standardized analysis method is created to solve the non quantitative problems in customer requirement information. Based on the quantitative standardized analysis method, a GCRI-centroid clustering algorithm is introduced, which will not only achieve classification related to product configuration but also provide processing levels for standardized processing.
(3) The rules of fuzzy set and word segmentation are constructed for identify and extact useful features in customer requirement information with a complex structure. The artificial intelligence method is introduced to combine with those rules for processing customer requirement information. Moreover, a deterministic analysis method of weights for customer requirement information is proposed.
(4) Both the models of standardized customer requirement information and enterprise product configuration module are construced through the research of modular product configuration theory. A mapping method is introduced on the basis of those two models, which can effectively avoid confusion problem and simplify the formulation of product module combination scheme.
The implementation of a smart phone case indicates that the novel methods above are practical, rationality and validity in comprehensive procedure of customer requirement information processing.
本文以Web获取的客户需求信息为基础,按照客户需求信息综合处理的流程,结合相关理论研究,以企业模块化产品配置为目标,提出新的客户需求信息处理理论与方法,来解决企业综合处理客户需求信息中存在的问题。
本文的研究路线是：根据国内外研究者对客户需求信息综合处理流程中四个关键部分(获取→分类→处理→映射)的研究,从它们存在的局限性和问题出发,对客户需求信息的获取载体、划分算法、处理和映射方法进行了创新性研究。主要工作如下：
(1)基于客户需求信息模糊性、多样性和隐蔽性的特点和基于Web获取客户需求信息的方式,根据客户需求信息的规范化模型,构建了客户需求信息获取文档,它能够涵盖客户需求信息的结构和特征,这些特征由企业自定义的标签标注,具有很强的可读性。依据文档的相关模型,能够为后续客户需求信息的聚类分析和规范化处理奠定基础。
(2)针对客户需求信息的特征状态存在非定量的问题,提出定量标定分析方法,该方法在关注不同客户需求信息特征差别的同时,还能够体现特征状态之间的差异,避免了传统定量法表达特征状态不完整和特征赋值无意义的缺点。针对定量标定的客户需求信息特征值,提出了以GCRI(通用客户需求信息)特征作为聚类质心的客户需求信息的聚类算法,使客户需求信息的划分能够服务于企业产品配置的整个过程,并且为客户需求信息的规范化处理提供了依据。
(3)针对传统的处理方法对复杂结构的客户需求信息存在识别困难的问题,构建了模糊集规则和分词规则来识别客户需求信息特征值,实现了客户需求信息特征值与GCRI特征概念的匹配,自动生成了概念标注和词语属性。并且,引入人工智能处理方法,根据词语属性组成的属性向量,提出结合规则和机器学习来高效处理客户需求信息。此外,针对权重语义和语言的不确定性,提出了权重确定性分析方法。
(4)通过对模块化产品配置理论的研究,构建了规范化客户需求信息模型和企业模块化产品配置的模块模型,在此基础上,提出了面向产品模块化配置的客户需求信息映射方法,该方法能够有效避免概念混淆的问题,完善了客户需求信息到产品模块的映射。并且,映射结果能够提供产品模块配置分析的初始条件,将产品模块配置转变成了约束冲突消解的过程,简化了产品模块组合方案的制定。
本文以智能手机产品为案例,对客户需求信息的聚类分析和基于客户需求信息的产品配置方法进行了验证,演示了算法的执行流程和数据的对比。案例的执行结果表明提出的新方法具有实用性、合理性和有效性。
Customer Requirement Information is the foundation of product configuration for an enterprise, which is also a crucial factor affecting sales volume in the product market. Along with the development of technologies in electronic business, it is a mainstream that the enterprise is employing the Web for customer requirement information acquisition because the Web is normalizable, efficient and practicable. However, due to the fact that customer requirement information obtained by the Web exsits characteristics of diversity, fuzziness and concealment so that it must be classified, processed and mapped by the enterprise, which will be able to really serve the enterprise in subsequent product configuration.
After some related theoretical research, this thesis proposes a novel processing theories and methods to solve some existing problems caused by traditional methods in accordance with the comprehensive procedure of customer requirement information processing and the enterprise target of modular product configuration.
According to the limitations in the comprehensive procedure (acquisition→classification→processing→mapping) for customer requirement information processing studied by domestic and foreign researchers, the thesis will develop innovative research for improving their work and compensate some lackness. The main work is as follows:
(1) According to the characteristics of customer requirement information in the Web, a customer requirement information acquistion document is introduced and constructed based on the standard model of customer requirement information. The customer requirement information acquistion document is able to construct the structures and features for customer requirement information, and it is readable, exchangeable and practical for an enterprise information system. Also, some related mathematics model of the customer requirement information acquistion document are built for the subsequent clustering analysis and standardized processing.
(2) A quantitative standardized analysis method is created to solve the non quantitative problems in customer requirement information. Based on the quantitative standardized analysis method, a GCRI-centroid clustering algorithm is introduced, which will not only achieve classification related to product configuration but also provide processing levels for standardized processing.
(3) The rules of fuzzy set and word segmentation are constructed for identify and extact useful features in customer requirement information with a complex structure. The artificial intelligence method is introduced to combine with those rules for processing customer requirement information. Moreover, a deterministic analysis method of weights for customer requirement information is proposed.
(4) Both the models of standardized customer requirement information and enterprise product configuration module are construced through the research of modular product configuration theory. A mapping method is introduced on the basis of those two models, which can effectively avoid confusion problem and simplify the formulation of product module combination scheme.
The implementation of a smart phone case indicates that the novel methods above are practical, rationality and validity in comprehensive procedure of customer requirement information processing.
引文
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