基于平衡记分卡的产品规划中顾客需求综合优先度的确定

李延来1雒兴刚1韩毅2姚建明31.东北大学流程工业综合自动化教育部重点实验室,沈阳,1100042.浙江工业大学,杭州,3100233.中国人民大学,北京,100872:研究产品规划质量屋中顾客需求综合优先度的确定问题根据被调查顾客的顾客需求竞争性评价和互补偏好矩阵,建立相应于每个顾客的顾客需求优先度确定的优化模型,通过拉格朗日函数的构造求解这些优化模型,进而利用群决策方法确定基于顾客视角的顾客需求基本优先度;通过平衡记分卡和比例标度法的集成,确定基于非顾客视角的顾客需求优先度;基于顾客视角的顾客需求基本优先度和基于非顾客视角的顾客需求优先度的合成,确定顾客需求的综合优先度以某企业的实例说明该方法的应用:;;;:TH122:1004132X(2010)12143005DeterminationofIntegratedPriorityRatingsofCustomerRequirementsinProductPlanningBasedonBalancedScorecardLiYanlai1LuoXinggang1HanYi2YaoJianming31.KeyLabofIntegratedAutomationofProcessIndustryofMinistryofEducation,NortheasternUniversity,Shenyang,1100042.ZhejiangUniversityofTechnology,Hangzhou,3100233.RenminUniversityofChina,Beijing,100872Abstract:Determinationoftheintegratedpriorityratingsofcustomerrequirementsinaproductplanninghouseofqualitywasinvestigatedfornewproductdevelopment.Firstly,accordingtothecompetitiveevaluationsandcomplementarypreferencematrixesofcustomerrequirementsfortheselectedcustomers,amodeldeterminingthepriorityratingsofcustomerrequirementscorrespondingtoeveryoneoftheselectedcustomerswasbuiltandresolvedbyusingLagrangefunction,andthenthefundamentalpriorityratingsofcustomerrequirementsfromtheangleofcustomersviewweredeterminedbyusinggroupdecision-makingapproach.Secondly,basedontheintegrationofbalancedscorecardandanalyticalhierarchyprocess,thepriorityratingsofcustomerrequirementsfromtheanglesofno-customerviewsweredetermined.Lastly,basedonacombinationofthepriorityratingsofcustomerrequirementsfromtheangleofcustomersviewandthepriorityratingsofcustomerrequirementsfromtheanglesofno-customerviews,theintegratedpriorityratingsofcustomerrequirementsweredetermined.Acasestudywasprovidedtoillustratetheapplicationsoftheproposedmethod.Keywords:productplanninghouseofquality;customerrequirement;priorityrating;balancedscorecard(BSC):20090325:(70721001,70871020,70971017)0引言[1],(qualityfunctiondeployment,QFD)QFD,,,,,[25],[6]:!∀1430∀211220106,;#,;∃,,[78][9][1011][12][13][14],,[6],[15],,,,,,,,,(balancedscorecard,BSC)1基于顾客视角的顾客需求基本优先度P,PCk(k=1,2,%,P),MCRj(j=1,2,%,M)CO0;N,COi(i=1,2,%,N)Ck,,NM,Ck:CS(k)=(cs(k)ij)N&M(1)CS(k):gcs(k)ij=cs(k)ijmaxics(k)iji=1,2,%,N;j=1,2,%,M(2)Ck,GCS(k)=(gcs(k)ij)N&MGCS(k),iX(k)i=(gcs(k)i1,gcs(k)i2,%,gcs(k)iM)CkCOi,Ck,R(k)=(r(k)ip)N&N[16],X(k)iR(k)=(r(k)ip)N&N,:r(k)ip=12{1+∋Mj=1[(gcs(k)ij-gcs(k)pj)pr(k)j]}(3)i=1,2,%,N;p=1,2,%,N,pr(k)jCkCRj,R(k)R(k),:lip(PR(k))=r(k)ip-r(k)ip=12{∋Mj=1[(gcs(k)pj-gcs(k)ij)pr(k)j]+(2r(k)ip-1)}(4)PR(k)=(pr(k)1,pr(k)2,%,pr(k)M)PR(k),,:minD(PR(k))=∋Ni=1∋Np=1l2ip(PR(k))=14∋Ni=1∋Np=1{∋Mj=1[(gcs(k)pj-gcs(k)ij)pr(k)j]+(2r(k)ip-1)}2s.t.pr(k)j(0∋Mj=1pr(k)j=1(5),:L(PR(k),)=D(PR(k))+12(∋Mj=1pr(k)j-1)(6)(L)(pr(k)r)=0(r=1,2,%,M),∋Mj=1[∋Ni=1∋Np=1(gcs(k)ij-gcs(k)pj)(gcs(k)ir-gcs(k)pr)]pr(k)j=∀1431∀∋Ni=1∋Np=1(1-2r(k)ip)(gcs(k)pr-gcs(k)ir)-(7)EM=(1,1,%,1),HM=(h1,h2,%,hM),S=(srj)M&M,:hr=∋Ni=1∋Np=1(1-2r(k)ip)(gcs(k)pr-gcs(k)ir)srj=∋Ni=1∋Np=1(gcs(k)ij-gcs(k)pj)(gcs(k)ir-gcs(k)pr)(8)(7):S&(PR(k))T=HTM-ETM(9)(9),S,∋Ml=1pr(k)j=1:EM&(PR(k))T=1(10)(9)(10),:PR(k)=S-1(HTM-EMS-1HTMETM-ETMEMS-1ETM)(11),PMPR(k)(k=1,2,%,P)[16],:PRfu=∋Pk=1(wkPR(k))=(prfu1,prfu2,%,prfuM)(12),wkPR(k)2基于非顾客视角的顾客需求优先度QFDQFD1~2,[1718][19],,,,,QFD:,,QFD,;,,,QFD:,,,2.1,QFDQFD,,)∗,)∗,CRjfj=∋kfkf=1(wkff(kf)j)j=1,2,%,M(13),kfCRj;f(kf)jCRjkf;wkfkfPRf=(prf1,prf2,%,prfM),CRj,CRj,CRjprfj=fj/∋Mj=1fj(14)2.2QFD[20],)∗,)∗,CRjmj=∋kmkm=1(wkmm(km)j)(15),kmCRj;m(km)jCRjkm;wkmkmPRm=(prm1,prm2,%,prmM)CRj,∀1432∀211220106CRj,CRjprmj=m-1j/∋Mj=1m-1j(16)2.3,QFD,,,)∗,)∗,CRjoj=∋koko=1(wkoo(ko)j)(17),koCRj;o(ko)jCRjko;wkokoPRo=(pro1,pro2,%,proM)CRj,CRj,CRjproj=o-1j/∋Mj=1o-1j(18)3顾客需求综合优先度的确定QFD,)∗,,:IPR=wfuPRfu+wfPRf+wmPRm+woPRo(19),wfuPRfu;wfPRf;wmPRm;woPRo4应用实例,4.1QFDQFD12,Ck(k=1,2,%,12),5:(CR1)(CR2)(CR3)(CR4)(CR5)CO0;5,COi(i=1,2,%,5)Ck(k=1,2,%,12),1~55,CkCSk12,12CSkCk,01~09,R(k)1212R(k)(1)CS(k),GCS(k)GCS(k)R(k)12PR(k)(1)112CR1CR2CR3CR4CR5PR(1)0.3480.1960.1150.0910.250PR(2)0.3120.2150.0840.1060.283PR(3)0.3670.1680.1170.1240.224PR(4)0.2980.2270.1230.0680.284PR(5)0.3570.1860.0870.0780.292PR(6)0.4130.1670.1240.1190.177PR(7)0.3870.2140.1260.0840.189PR(8)0.2850.2230.0940.1090.289PR(9)0.3140.1750.1060.0750.330PR(10)0.2940.1890.0930.0810.343PR(11)0.3590.1990.1180.1060.218PR(12)0.2840.2130.0970.1260.280(12):∀1433∀PRfu=(prfu1,prfu2,prfu3,prfu4,prfu5)=(0.335,0.198,0.107,0.097,0.263)4.2QFD,(14),PRf=(0387,0232,0145,0073,0163)QFD(16),PRm=(0312,0187,0203,0108,0190)(18),PRo=(0296,0168,0212,0084,0240)4.3)∗,,039030023008(19),5IPR=(ipr1,ipr2,ipr3,ipr4,ipr5)=(0.342,0.204,0.148,0.091,0.215),1CR1CR2CR3CR4CR50.3350.1980.1070.0970.2630.3870.2320.1450.0730.1630.3120.1870.2030.1080.1900.2960.1680.2120.0840.2400.3420.2040.1480.0910.2151,QFD5结束语,QFD,,,,,,:[1]AkaoY,MazurGH.TheLeadingEdgeinQFD:Past,Present,andFuture[J].InternationalJournalofQuality&ReliabilityManagement,2003,20(1):2035.[2],.[J].,2004,30(7):652656.[3],,,.[J].,2007,18(11):13121316.[4],.[M].:,2008.[5]ZhengLY,ChinKS.QFDBasedOptimalProcessQualityPlanning[J].InternationalJournalofAdvancedManufacturingTechnology,2005,26(7/8):831841.[6]ChanLK,WuML.ASystematicApproachtoQualityFun