基于QFD的产品服务系统工程特性优化研究
|
摘要
为了应对激烈的市场竞争,产品提供商开始寻求通过附加服务提升产品价值,而服务提供商也试图通过提供高质量的产品来提升服务价值,产品和服务之间的壁垒逐渐消失,在这一背景因素下,产品服务系统的理念应运而生。它以满足顾客需求为出发点,通过产品和服务的组合设计来提升顾客满意度,降低资源消耗,实现经济的可持续发展。
本文主要面向产品服务系统的概念设计过程,提出了由顾客需求域、工程特性域和系统方案域构成的以产品为核心的产品服务系统概念设计框架,将产品服务系统概念设计问题转化为三个域间的逐层映射问题。并在此基础上,重点研究了顾客需求域向工程特性域的映射传递问题。为了保证产品服务系统设计中顾客需求向工程特性的有效传递,本文改进了质量功能展开中顾客需求重要度的计算方法,并且在产品质量功能展开优化模型基础上提出了产品服务系统的工程特性优化模型。针对传统的顾客需求重要度计算主观性强、可实施性差,忽视市场竞争情况等缺点,提出了粗糙集数据约简和重要度绩效分析法相结合的顾客需求重要度计算方法。针对产品服务系统工程特性优化模型中产品与服务混合,连续型变量和离散型变量混合,且产品工程特性与服务工程特性间的关系复杂这些特点,提出了一种包含连续型产品工程特性、离散型产品工程特性、连续型服务工程特性和离散型服务工程特性的混合优化模型。
本研究为产品服务系统的概念设计研究提供了理论框架,为顾客需求向产品工程特性和服务工程特性的有效传递与分配提供了方法支持。并结合企业实践将本文提出的技术方法应用到等离子体增强化学气相沉积设备这一大型设备的产品服务系统设计中,帮助企业的设备研发取得了很大进展。
In order to cope with the fierce market competition, product providers beginto seek for additional services to promote the value of products, and serviceproviders are also trying to provide high quality products to enhance the value ofservices. The barrier between products and services is gradually disappeared. Inthis background, the concept of Product Service System emerges as the timesrequire. It is focused on customer requirements, through the combination designof products and services to promote the customers' satisfaction, reduce theconsumption of resources, and realize the sustainable development of theeconomy.
This article mainly studied Product Service System conceptual designprocess. A product service system design framework was put forward, whichconsisted of customer demands domain, engineering characteristics domain andsystem solution domain. The conceptual design process of product servicesystem was transformed into a three domains layer mapping problem. On thisbasis, the domain to domain mapping problem of customer demand and engineering characteristics is the focus of this article. In order to ensure theeffective transmission from customer demands to engineering characteristics inProduct Service System design, a new improved method to calculate theimportance of customer demands of Quality Function Deployment was proposed,and a product service system engineering characteristics optimization model wasput forward based on product engineering characteristics Quality FunctionDeployment optimization. In the traditional calculation for customer demands’importance, there are still some disadvantages, such as strong subjectivity,hardly carried out, ignoring market competition situation and so on. Therefore, amodificatory method for the calculation of customer requirements importancewas put forward, combining rough set data reduction and importanceperformance analysis. The engineering characteristics optimization model ofProduct Service System is mixed of product engineering characteristics andservices engineering characteristics, and the relationship between productengineering characteristics and services engineering characteristics iscomplicated. According to this reason, a hybrid optimization model wasproposed, which could deal with mixture objects of products continuousvariables, products discrete variables, services continuous variables, and servicediscrete variables.
The study established a new framework for Product Service System concept design, and provided method support for the effective transferring anddistribution from customer demands to product engineering characteristics andservices engineering characteristics. The proposed method was applied in anenterprise PSS case of Plasma Enhanced Chemical Vapor Deposition, whichhelp the enterprise to achieve great success in equipment research and designstage.
本文主要面向产品服务系统的概念设计过程,提出了由顾客需求域、工程特性域和系统方案域构成的以产品为核心的产品服务系统概念设计框架,将产品服务系统概念设计问题转化为三个域间的逐层映射问题。并在此基础上,重点研究了顾客需求域向工程特性域的映射传递问题。为了保证产品服务系统设计中顾客需求向工程特性的有效传递,本文改进了质量功能展开中顾客需求重要度的计算方法,并且在产品质量功能展开优化模型基础上提出了产品服务系统的工程特性优化模型。针对传统的顾客需求重要度计算主观性强、可实施性差,忽视市场竞争情况等缺点,提出了粗糙集数据约简和重要度绩效分析法相结合的顾客需求重要度计算方法。针对产品服务系统工程特性优化模型中产品与服务混合,连续型变量和离散型变量混合,且产品工程特性与服务工程特性间的关系复杂这些特点,提出了一种包含连续型产品工程特性、离散型产品工程特性、连续型服务工程特性和离散型服务工程特性的混合优化模型。
本研究为产品服务系统的概念设计研究提供了理论框架,为顾客需求向产品工程特性和服务工程特性的有效传递与分配提供了方法支持。并结合企业实践将本文提出的技术方法应用到等离子体增强化学气相沉积设备这一大型设备的产品服务系统设计中,帮助企业的设备研发取得了很大进展。
In order to cope with the fierce market competition, product providers beginto seek for additional services to promote the value of products, and serviceproviders are also trying to provide high quality products to enhance the value ofservices. The barrier between products and services is gradually disappeared. Inthis background, the concept of Product Service System emerges as the timesrequire. It is focused on customer requirements, through the combination designof products and services to promote the customers' satisfaction, reduce theconsumption of resources, and realize the sustainable development of theeconomy.
This article mainly studied Product Service System conceptual designprocess. A product service system design framework was put forward, whichconsisted of customer demands domain, engineering characteristics domain andsystem solution domain. The conceptual design process of product servicesystem was transformed into a three domains layer mapping problem. On thisbasis, the domain to domain mapping problem of customer demand and engineering characteristics is the focus of this article. In order to ensure theeffective transmission from customer demands to engineering characteristics inProduct Service System design, a new improved method to calculate theimportance of customer demands of Quality Function Deployment was proposed,and a product service system engineering characteristics optimization model wasput forward based on product engineering characteristics Quality FunctionDeployment optimization. In the traditional calculation for customer demands’importance, there are still some disadvantages, such as strong subjectivity,hardly carried out, ignoring market competition situation and so on. Therefore, amodificatory method for the calculation of customer requirements importancewas put forward, combining rough set data reduction and importanceperformance analysis. The engineering characteristics optimization model ofProduct Service System is mixed of product engineering characteristics andservices engineering characteristics, and the relationship between productengineering characteristics and services engineering characteristics iscomplicated. According to this reason, a hybrid optimization model wasproposed, which could deal with mixture objects of products continuousvariables, products discrete variables, services continuous variables, and servicediscrete variables.
The study established a new framework for Product Service System concept design, and provided method support for the effective transferring anddistribution from customer demands to product engineering characteristics andservices engineering characteristics. The proposed method was applied in anenterprise PSS case of Plasma Enhanced Chemical Vapor Deposition, whichhelp the enterprise to achieve great success in equipment research and designstage.
引文
[1].李延来,唐加福,蒲云等.质量功能展开中顾客需求的最终重要度确定方法．计算机集成制造系统. 2007, 13(4): 791-796.
[2].候智,陈世平.基于Kano模型的用户需求重要度调整方法研究．计算机集成制造系统. 2005, 12(11): 1785-1789.
[3]. Zhang, X.P., Bode, J., Ren, S.J. Neural networks in quality function deployment.Computers and Industrial Engineering. 1996, 31(3/4): 669-673.
[4]. Wasserman, G.S. On how to prioritize design requirements during the QFD planningprocess. IIE transactions. 1993, 25(3): 59-65.
[5].杨吉江,任守榘,赵新力.并行工程环境下QFD中顾客需求的建模研究.第三届中国计算机集成制造系统学术会议论文集.武汉. 1949,9.
[6].宋慧军,林志航.公理化设计支持的概念设计产品模型．计算机辅助设计与图形学学报. 2002, 14(7): 632-636.
[7]. Hara, T., Arai, T., Shimomura, Y., Sakao, T. Service CAD system to integrate product andhuman activity for total value. CIRP Journal of Manufacturing Science and Technology. 2009,1: 262-271.
[8]. Moskoeitz, H., Kim, K.J. QFD optimizer: A novice friendly quality function deploymentdecision support system for optimizing ptoduct designs. Computers & industrial engineering.1997, 32(3): 641-655.
[9].陈以增,唐家福,任立义等.模糊回归理论在QFD系统建模中的应用研究．机械工程学报. 2003, 39(4): 25-29.
[10]. Jurgen, B., Richard, Y.K. Cost engineering with quality function deployment.Computers & industrial engineering. 1998, 35(3-4): 587-590.
[11].车阿大,林志航.质量功能配置的多目标规划模型．计算机集成制造系统. 1998,4(6): 26-30.
[12]. Cristiano, J., White, C., Liker, J.k. Application of Multiattribute Decision Analysis toquality function deployment for target setting. IEEE transactions on systems, man, andcybernetics-part C: applications and reviews. 2001, 31(3): 366-381.
[13]. Kim, K.J., Moskoeitz, H., Dhingra, A., et al. Fuzzy muticriteria models for qualityfunction deployment. European journal of operational research. 2000, 121(3): 504-518.
[14].杨明顺,林志航.具有离散和连续型技术特征的质量屋优化模型．机械工程学报.2004, 40(3): 111-114.
[15].叶广宇,冯惠平.制造业的服务化趋势及原因分析．商业时代. 2007, 14: 92-95.
[16].第亚尼著.非物质社会（后工业世界的设计、文化与技术）.成都:四川人民出版社. 1998.
[17].李晓.产品服务系统价值流理论与方法研究[硕士论文].杭州:浙江大学. 2010.
[18].张在房.顾客需求驱动的产品服务系统设计技术研究[博士论文].上海:上海交通大学. 2010.
[19]. Goedkoop, M.J., van Halen, C.J.G., te Riele, H.R.M., et al. Product service systems,ecological and economic basis. PricewaterhouseCoopers N.V. / Pi!MC, Storrm C.S., Preconsultants, 1999.
[20]. Mont, O. Clarifying the concept of product-service system. Journal of CleanerProduction. 2002, 10: 237-245.
[21]. Baines, T., Lightfoot, H. and Evans, S. Product-service systems revisited. Proceedingsof the 5th International Conference on Manufacturing Research (ICMR 2007), Leicester.2007.
[22]. Cook, M.B., Bhamra, T.A., Lemon, M. The transfer and application of product servicesystems: from academia to UK manufacturing firms. Journal of Cleaner Production. 2006,14：1455-1465.
[23]. Sundin, E., Lindahl, M., Ijomah, W. Product design for product/service systems: Designexperiences from Swedish industry. Journal of Manufacturing Technology Management. 2009,20(5): 723-753.
[24]. Kerr, W., Ryan, C. Eco-efficiency gains from remanufacturing– a case study ofphotocopier remanufacturing at Fuji Xerox Australia. Journal of Cleaner Production. 2001, 9:75-81.
[25]. Bierma, T.J., Waterstraat J.F.L. Chemical management: reducing waste and cost throughinnovative supply strategies. John Wiley and Sons, New York. 2000.
[26]. Stoughton, M., Votta, T. Implementing service-based chemical procurement: lessonsand results. Journal of Cleaner Production. 2003, 11, 839-849.
[27].李春发,张昭国.基于产品服务化的再制造农机产品销售模式研究．中国农机化.2087, 5: 12-15.
[28]. Sakao, T., Shimomura, Y. Service engineering: a novel engineering discipline forproducers to increase value combining service and product. Journal of Cleaner Production.2007, 15: 590-604.
[29]. Sakao, T., Shimomura, Y., Sundin, E., Comstock, M. Modeling design objects in CADsystem for Service/Product Engineering. Computer-Aided Design. 2009, 41: 197-213.
[30]. Mont, O. Introducing and developing a product-service system (PSS) concept inSweden. IIIE Reports 6, Lund University, Sweden. 2001.
[31]. Alonso-Rasgado, T., Thompson, G., Elfstr?m, B.O. The design of functional (total care)products. Journal of Engineering Design. 2004, 15(6): 515-540.
[32]. Aurich, J. and Fuchs, C. An approach to life cycle oriented technical service design.Annals of the CIRP. 2004, 53(1): 151-154.
[33].孙林岩,高杰,朱春燕等.服务型制造：新型的产品模式与制造范式.中国机械工程. 2008, 19(21): 2600-2608.
[34].孙林岩,李刚,江志斌等. 21世纪的先进制造模式——服务型制造.中国机械工程.2007, 18(19): 2307-2312.
[35]. Baines, T.S., Lightfoot, H.W., Evans, S., et al. State-of-the·art in product—servicesystems. Proceedings of the Institution of Mechanical Engineers, Part B: Joumal ofEngineering Manufacture. 2007, 10: 1543-1552.
[36].宋高歌.基于资源节约的产品服务系统协调机制研究[博士论文].上海:上海交通大学. 2007.
[37]. Griffin, A. and Hauser, J. The voice of the customer, Technical report, Working paper92-106. Marketing Science Institute, Cambridge, MA. 1992.
[38]. Kwong, C. K., Bai, H. A fuzzy AHP approach to the determination of importanceweights of customer requirements in quality function deployment. Journal of IntelligentManufacturing. 2002, 13: 367-377.
[39]. Kwong, C. K., Bai, H. Determining the importance weights for the customerrequirements in QFD using a fuzzy AHP with an extent analysis approach.ПE Transactions.2003, 35: 619-626.
[40]. Partovi, F.Y., Corredoira, R.A. Quality fuction deployment for the good soccer.European journal of operational research. 2002, 137(3): 642-656.
[41]. Kahraman, C., Ertay, T. A fuzzy optimization model for QFD planning process usinganalytic network approach. European Journal of Operational Research. 2006, 171(1):390-411.
[42]. Mardle, S., Pascoe, s., Herrero, I. Management importance objective in fisheries: anevaluation using the analytic hierarchy process (AHP). Environmental management. 2004,31(1): 1-11.
[43]. Wasserman, G. S. On how to prioritize design requirements during the QFD planningprocess. IIE Transactions. 1993, 25(3): 59-65.
[44]. Zhang, Y., Wang, H.P., Zhang, C. Green QFD-II: A life cycle approach forenvironmentally conscious manufacturing by integrating LCA and LCC into QFD matrices.International Journal of Production Research. 1999, 37(5): 1075-1091.
[45]. Danaher, P.J. Using joint analysis to determine the relative importance of serviceattributes measured in customer satisfaction surveys. Journal of retailing. 1997, 73(2):235-260.
[46]. Li, Y.L., Tang, J.F., Luo, X.G., et al. An integrated method of rough set, Kano’s modeland AHP for rating customer requirements’final importance. Expert system with application.2009, 36(3): 7045-7053.
[47].李延来,唐加福,姚建明等.产品改进的质量屋中顾客需求排序的集成方法．计算机集成制造系统. 2008, 14(10): 2059-2068.
[48]. Karl, T.U., Steven, D.E., Product design and development, Second Edition. USA，McGraw Hill Education. 2000, 59~105.
[49].车阿大,林志航,陈康宁.质量功能配置中基于ANN的顾客需求重要度评估方法．西安交通大学学报. 1999, 33(5).
[50].杨明顺,林志航.质量屋优化的混合整数规划模型．工程图学学报. 2004, 2: 34-37.
[51]. Sohn, S.Y., Choi, I.S. Fuzzy QFD for supply chain management with reliabilityconsideration. Reliability engineering&system safty. 2001, 72(3): 327-334.
[52]. Martilla, J.A., James, J.C. Importance–performance analysis. Journal of Marketing.1977, 41(1):77-79.
[53]. Ennew, C.T., Reed, G.V., Binks, M.R. Importance–performance analysis and themeasurement of service quality. European Journal of Marketing. 1993, 27(2):59-70.
[54]. Evans, M.R., Chon, K.S. Formulating and evaluating tourism policy using importanceperformance analysis. Hospitality Education and Research Journal. 1989, 13(3):203-213.
[55]. Dolinsky, A.L. Considering the competition in strategy development: an extension ofimportance–performance analysis. Journal of Health Care Marketing. 1991, 11(1):31-36.
[56]. Albert, S., Mihalik, B. The use of importance–performance analysis as an evaluativetechnique in adult education. Evaluation Review. 1989, 13(1):33-44.
[57]. Matzler, K., Ballom, F., Hinterhuber, H. H., et al. The asymmetric relationship betweenattribute-level performance and overall customer satisfaction: a reconsideration of theimportance–performance analysis. Industrial Marketing Management. 2008, 19(2):252-270.
[58]. Kano, N., Seraku, N., Takahashi, F., et al. Attractive quality and must-be quality. TheJournal of Japanese Society for Quality Control. 1984,14:39-48.
[59]. Oh, H. Revisiting importance–performance analysis. Tourism Management. 2001,22:617-627.
[60]. Deng, W. Fuzzy importance-performance analysis for determining critical serviceattributes. International Journal of Service Industry Management. 2008, 19(2):252-270.
[61]. Ostorm, A., Iacobucci, D. Consumer trade-offs and the evaluation of services. TheJournal of Marketing. 1995, 59:17-28.
[62]. Danaher, P.J. Using conjoint analysis to determine the relative importance of serviceattributes measured in customer satisfaction surveys. Journal of Retailing. 1997,73(2):235-60.
[63]. Gaver, M. S. Using data mining for customer satisfaction research. Marketing Research.2002, 14(1): 8-12.
[64]. Deng, W. J., Pei, W. Fuzzy neural based importance-performance analysis fordetermining critical service attributes. Expert Systems with Applications. 2009,36:3774-3784.
[65]. Hu, H. Y. Using BPNN and DEMATEL to modify importance–performance analysismodel– A study of the computer industry. Expert Systems with Applications. 2009,36:9969-9979.
[66]. Xie, X. L., Beni, G. A. Validity measure for fuzzy clustering. IEEE Transactions onPattern Analysis and Machine Intelligence. 1991, 13(8): 841-847.
[67].高新波著.模糊聚类分析及其应用.西安：西安电子科技大学出版社. 2004.
[68].付海艳,张诚一.基于FCM和粗糙集属性重要度理论的综合评价系统.计算机应用.2006, 26(6): 1479–1481.
[69]. Oliver, R. L. Customer Satisfaction: A Behavioral Perspective on the Consumer. NewYork: McGraw-Hill. 1997.
[70]. Brandt, D.R. How service marketers can identify value-enhancing service elements. TheJournal of Service Marketing. 1988, 2(3): 35-41.
[71]. Herrera, F., Herrera-Viedmaa, E., Martinez, L. A fusion approach for managingmulti-granularity linguistic term sets in decision making. Fuzzy Sets and Systems. 1998,114:43-58.
[72].杨明顺，林志航，陈琨.模糊质量功能配置中多粒度多语义语言信息的处理.信息与控制. 2003, 32(1): 9-13.
[2].候智,陈世平.基于Kano模型的用户需求重要度调整方法研究．计算机集成制造系统. 2005, 12(11): 1785-1789.
[3]. Zhang, X.P., Bode, J., Ren, S.J. Neural networks in quality function deployment.Computers and Industrial Engineering. 1996, 31(3/4): 669-673.
[4]. Wasserman, G.S. On how to prioritize design requirements during the QFD planningprocess. IIE transactions. 1993, 25(3): 59-65.
[5].杨吉江,任守榘,赵新力.并行工程环境下QFD中顾客需求的建模研究.第三届中国计算机集成制造系统学术会议论文集.武汉. 1949,9.
[6].宋慧军,林志航.公理化设计支持的概念设计产品模型．计算机辅助设计与图形学学报. 2002, 14(7): 632-636.
[7]. Hara, T., Arai, T., Shimomura, Y., Sakao, T. Service CAD system to integrate product andhuman activity for total value. CIRP Journal of Manufacturing Science and Technology. 2009,1: 262-271.
[8]. Moskoeitz, H., Kim, K.J. QFD optimizer: A novice friendly quality function deploymentdecision support system for optimizing ptoduct designs. Computers & industrial engineering.1997, 32(3): 641-655.
[9].陈以增,唐家福,任立义等.模糊回归理论在QFD系统建模中的应用研究．机械工程学报. 2003, 39(4): 25-29.
[10]. Jurgen, B., Richard, Y.K. Cost engineering with quality function deployment.Computers & industrial engineering. 1998, 35(3-4): 587-590.
[11].车阿大,林志航.质量功能配置的多目标规划模型．计算机集成制造系统. 1998,4(6): 26-30.
[12]. Cristiano, J., White, C., Liker, J.k. Application of Multiattribute Decision Analysis toquality function deployment for target setting. IEEE transactions on systems, man, andcybernetics-part C: applications and reviews. 2001, 31(3): 366-381.
[13]. Kim, K.J., Moskoeitz, H., Dhingra, A., et al. Fuzzy muticriteria models for qualityfunction deployment. European journal of operational research. 2000, 121(3): 504-518.
[14].杨明顺,林志航.具有离散和连续型技术特征的质量屋优化模型．机械工程学报.2004, 40(3): 111-114.
[15].叶广宇,冯惠平.制造业的服务化趋势及原因分析．商业时代. 2007, 14: 92-95.
[16].第亚尼著.非物质社会（后工业世界的设计、文化与技术）.成都:四川人民出版社. 1998.
[17].李晓.产品服务系统价值流理论与方法研究[硕士论文].杭州:浙江大学. 2010.
[18].张在房.顾客需求驱动的产品服务系统设计技术研究[博士论文].上海:上海交通大学. 2010.
[19]. Goedkoop, M.J., van Halen, C.J.G., te Riele, H.R.M., et al. Product service systems,ecological and economic basis. PricewaterhouseCoopers N.V. / Pi!MC, Storrm C.S., Preconsultants, 1999.
[20]. Mont, O. Clarifying the concept of product-service system. Journal of CleanerProduction. 2002, 10: 237-245.
[21]. Baines, T., Lightfoot, H. and Evans, S. Product-service systems revisited. Proceedingsof the 5th International Conference on Manufacturing Research (ICMR 2007), Leicester.2007.
[22]. Cook, M.B., Bhamra, T.A., Lemon, M. The transfer and application of product servicesystems: from academia to UK manufacturing firms. Journal of Cleaner Production. 2006,14：1455-1465.
[23]. Sundin, E., Lindahl, M., Ijomah, W. Product design for product/service systems: Designexperiences from Swedish industry. Journal of Manufacturing Technology Management. 2009,20(5): 723-753.
[24]. Kerr, W., Ryan, C. Eco-efficiency gains from remanufacturing– a case study ofphotocopier remanufacturing at Fuji Xerox Australia. Journal of Cleaner Production. 2001, 9:75-81.
[25]. Bierma, T.J., Waterstraat J.F.L. Chemical management: reducing waste and cost throughinnovative supply strategies. John Wiley and Sons, New York. 2000.
[26]. Stoughton, M., Votta, T. Implementing service-based chemical procurement: lessonsand results. Journal of Cleaner Production. 2003, 11, 839-849.
[27].李春发,张昭国.基于产品服务化的再制造农机产品销售模式研究．中国农机化.2087, 5: 12-15.
[28]. Sakao, T., Shimomura, Y. Service engineering: a novel engineering discipline forproducers to increase value combining service and product. Journal of Cleaner Production.2007, 15: 590-604.
[29]. Sakao, T., Shimomura, Y., Sundin, E., Comstock, M. Modeling design objects in CADsystem for Service/Product Engineering. Computer-Aided Design. 2009, 41: 197-213.
[30]. Mont, O. Introducing and developing a product-service system (PSS) concept inSweden. IIIE Reports 6, Lund University, Sweden. 2001.
[31]. Alonso-Rasgado, T., Thompson, G., Elfstr?m, B.O. The design of functional (total care)products. Journal of Engineering Design. 2004, 15(6): 515-540.
[32]. Aurich, J. and Fuchs, C. An approach to life cycle oriented technical service design.Annals of the CIRP. 2004, 53(1): 151-154.
[33].孙林岩,高杰,朱春燕等.服务型制造：新型的产品模式与制造范式.中国机械工程. 2008, 19(21): 2600-2608.
[34].孙林岩,李刚,江志斌等. 21世纪的先进制造模式——服务型制造.中国机械工程.2007, 18(19): 2307-2312.
[35]. Baines, T.S., Lightfoot, H.W., Evans, S., et al. State-of-the·art in product—servicesystems. Proceedings of the Institution of Mechanical Engineers, Part B: Joumal ofEngineering Manufacture. 2007, 10: 1543-1552.
[36].宋高歌.基于资源节约的产品服务系统协调机制研究[博士论文].上海:上海交通大学. 2007.
[37]. Griffin, A. and Hauser, J. The voice of the customer, Technical report, Working paper92-106. Marketing Science Institute, Cambridge, MA. 1992.
[38]. Kwong, C. K., Bai, H. A fuzzy AHP approach to the determination of importanceweights of customer requirements in quality function deployment. Journal of IntelligentManufacturing. 2002, 13: 367-377.
[39]. Kwong, C. K., Bai, H. Determining the importance weights for the customerrequirements in QFD using a fuzzy AHP with an extent analysis approach.ПE Transactions.2003, 35: 619-626.
[40]. Partovi, F.Y., Corredoira, R.A. Quality fuction deployment for the good soccer.European journal of operational research. 2002, 137(3): 642-656.
[41]. Kahraman, C., Ertay, T. A fuzzy optimization model for QFD planning process usinganalytic network approach. European Journal of Operational Research. 2006, 171(1):390-411.
[42]. Mardle, S., Pascoe, s., Herrero, I. Management importance objective in fisheries: anevaluation using the analytic hierarchy process (AHP). Environmental management. 2004,31(1): 1-11.
[43]. Wasserman, G. S. On how to prioritize design requirements during the QFD planningprocess. IIE Transactions. 1993, 25(3): 59-65.
[44]. Zhang, Y., Wang, H.P., Zhang, C. Green QFD-II: A life cycle approach forenvironmentally conscious manufacturing by integrating LCA and LCC into QFD matrices.International Journal of Production Research. 1999, 37(5): 1075-1091.
[45]. Danaher, P.J. Using joint analysis to determine the relative importance of serviceattributes measured in customer satisfaction surveys. Journal of retailing. 1997, 73(2):235-260.
[46]. Li, Y.L., Tang, J.F., Luo, X.G., et al. An integrated method of rough set, Kano’s modeland AHP for rating customer requirements’final importance. Expert system with application.2009, 36(3): 7045-7053.
[47].李延来,唐加福,姚建明等.产品改进的质量屋中顾客需求排序的集成方法．计算机集成制造系统. 2008, 14(10): 2059-2068.
[48]. Karl, T.U., Steven, D.E., Product design and development, Second Edition. USA，McGraw Hill Education. 2000, 59~105.
[49].车阿大,林志航,陈康宁.质量功能配置中基于ANN的顾客需求重要度评估方法．西安交通大学学报. 1999, 33(5).
[50].杨明顺,林志航.质量屋优化的混合整数规划模型．工程图学学报. 2004, 2: 34-37.
[51]. Sohn, S.Y., Choi, I.S. Fuzzy QFD for supply chain management with reliabilityconsideration. Reliability engineering&system safty. 2001, 72(3): 327-334.
[52]. Martilla, J.A., James, J.C. Importance–performance analysis. Journal of Marketing.1977, 41(1):77-79.
[53]. Ennew, C.T., Reed, G.V., Binks, M.R. Importance–performance analysis and themeasurement of service quality. European Journal of Marketing. 1993, 27(2):59-70.
[54]. Evans, M.R., Chon, K.S. Formulating and evaluating tourism policy using importanceperformance analysis. Hospitality Education and Research Journal. 1989, 13(3):203-213.
[55]. Dolinsky, A.L. Considering the competition in strategy development: an extension ofimportance–performance analysis. Journal of Health Care Marketing. 1991, 11(1):31-36.
[56]. Albert, S., Mihalik, B. The use of importance–performance analysis as an evaluativetechnique in adult education. Evaluation Review. 1989, 13(1):33-44.
[57]. Matzler, K., Ballom, F., Hinterhuber, H. H., et al. The asymmetric relationship betweenattribute-level performance and overall customer satisfaction: a reconsideration of theimportance–performance analysis. Industrial Marketing Management. 2008, 19(2):252-270.
[58]. Kano, N., Seraku, N., Takahashi, F., et al. Attractive quality and must-be quality. TheJournal of Japanese Society for Quality Control. 1984,14:39-48.
[59]. Oh, H. Revisiting importance–performance analysis. Tourism Management. 2001,22:617-627.
[60]. Deng, W. Fuzzy importance-performance analysis for determining critical serviceattributes. International Journal of Service Industry Management. 2008, 19(2):252-270.
[61]. Ostorm, A., Iacobucci, D. Consumer trade-offs and the evaluation of services. TheJournal of Marketing. 1995, 59:17-28.
[62]. Danaher, P.J. Using conjoint analysis to determine the relative importance of serviceattributes measured in customer satisfaction surveys. Journal of Retailing. 1997,73(2):235-60.
[63]. Gaver, M. S. Using data mining for customer satisfaction research. Marketing Research.2002, 14(1): 8-12.
[64]. Deng, W. J., Pei, W. Fuzzy neural based importance-performance analysis fordetermining critical service attributes. Expert Systems with Applications. 2009,36:3774-3784.
[65]. Hu, H. Y. Using BPNN and DEMATEL to modify importance–performance analysismodel– A study of the computer industry. Expert Systems with Applications. 2009,36:9969-9979.
[66]. Xie, X. L., Beni, G. A. Validity measure for fuzzy clustering. IEEE Transactions onPattern Analysis and Machine Intelligence. 1991, 13(8): 841-847.
[67].高新波著.模糊聚类分析及其应用.西安：西安电子科技大学出版社. 2004.
[68].付海艳,张诚一.基于FCM和粗糙集属性重要度理论的综合评价系统.计算机应用.2006, 26(6): 1479–1481.
[69]. Oliver, R. L. Customer Satisfaction: A Behavioral Perspective on the Consumer. NewYork: McGraw-Hill. 1997.
[70]. Brandt, D.R. How service marketers can identify value-enhancing service elements. TheJournal of Service Marketing. 1988, 2(3): 35-41.
[71]. Herrera, F., Herrera-Viedmaa, E., Martinez, L. A fusion approach for managingmulti-granularity linguistic term sets in decision making. Fuzzy Sets and Systems. 1998,114:43-58.
[72].杨明顺，林志航，陈琨.模糊质量功能配置中多粒度多语义语言信息的处理.信息与控制. 2003, 32(1): 9-13.