服务产品设计质量保证的质量功能展开集成方法

摘要/Abstract

摘要： 为处理服务产品设计中散乱的模糊顾客需求信息，客观反映用户质量需求，解决传统质量功能展开方法中判断一致性差和整体满意度的展开精度低等问题，将模糊聚类分析、模糊层次分析法和质量屋方法集成，引入到服务产品设计的质量保证中。通过模糊聚类对顾客质量要求进行层次划分，在此基础上使用模糊层次分析法确定顾客质量需求权重，继而在质量屋关系矩阵中引入模糊集进行评判，从而将自然语言与模糊数相联系，更加准确地把握顾客需求。同时采用模糊数表示权重分析和关系度评判结果，提高了评判的精度和稳定性，为满足服务产品质量设计阶段质量保证工作提供一种量化分析方法。

关键词: 服务产品设计, 质量保证, 模糊聚类, 模糊层次分析, 质量屋

Abstract: Due to the scattered customer demand information in service product design, when traditional quality function deployment (QFD) method is applied, judgment consistency and overall satisfaction with unfold accuracy are low. To solve this problem, a new method for service product design is proposed by integrating fuzzy cluster analysis, fuzzy analytic hierarchy process (AHP), and house of quality. By this method, customer quality demands are differentiated hierarchically in fuzzy cluster analysis. The weight of customer quality demands is determined by fuzzy AHP. And the relationship matrix in the house of quality is judged by introducing the fuzzy sets. Thus, the natural language is associated with the fuzzy numbers to accurately grasp the customer demands. At the same time, the fuzzy numbers are used to judge the result of weight analysis and degree of relation such that the accuracy and stability of the evaluation can be improved. Consequently, a quantitative analysis method for achieving the quality assurance in service product design is presented.

Key words: service product design, quality assurance； fuzzy clustering, fuzzy hierarchical analysis, house of quality

王宁，徐济超. 服务产品设计质量保证的质量功能展开集成方法[J]. 工业工程, 2012, 15(5): 66-72.

Wang Ning, Xu Ji-chao. Integrated Approach of Quality Function Deployment to Quality Assurance in Service Product Design[J]. Industrial Engineering Journal , 2012, 15(5): 66-72.

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