中国机械工程第
21
卷第
12
期
2010
年
6
月下半月
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
雄兴刚
l
韩毅
2
姚建明
3
1.东北大学流程工业综合自动化教育部重点实验室,沈阳,
110004
2.
浙江工业大学,杭州,
310023
3.
中国人民大学,北京,
100872
摘要: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
卡和比例标皮法的集成,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。
关键词:产品规划质量屋
z
顾客需求;优先度;平衡记分卡
中固分类号:
TH122
文章编号
:1004--132X(2010)12--1430
→
05
Determination
of
Integrated
Priority
Ratings
of
Customer
Requirements
in
Product
Planning
Based on Balanced Scorecard
Li
Yanlai
1
Luo
Xinggang
1
Han
Yi
2
Yao
Jianming
3
1.
Key
Lab
of
Integrated
Automation
of
Process
Industry
of
Ministry
of
Education
,
N
ortheastern
U ni
versity
,
Shenyang
, 110004
2.
Zhejiang
University
of
Technology
,
Hangzhou
, 310023
3.
Renmin
University
of
China
, Beijing , 100872
Abstract:
Determination
of
the
integrated
priority
ratings
of
customer
requirements
in a
product
planning
house
of
quality
was
investigated
for
new
product
development.
Firstly
,
according
to
the
competitive
evaluations
and
complementary
preference
matrixes
of
customer
requirements
for
the
selected
customers
,a
model
determining
the
priority
ratings
of
customer
requirements
corresponding
to
every
one
of
the
selected
customers
was
built
and
resolved
by
using
Lagrange
function
, and
then
the
fundamental
priority
ratings
of
customer
requirements
from
the
angle
of
customers'
view
were
determined
by
using
group
decision-making
approach.
Secondly
,
based
on
the
integration
of
balanced
scorecard
and
analytical
hierarchy
process
,
the
priority
ratings
of
customer
requirements
from
the
angles
of
no-
customer
views
were
determined.
Lastly
,
based
on
a
combination
of
the
priority
rating&
of
customer
requirements
from
the
angle
of
customers'
view
and
the
priority
ratings
of
customer
requirements
from
the
angles
of
no
-
customer
views
,
the
integrated
priority
ratings
of
customer
requirements
were
determined.
A case
study
was
provided
to
illustrate
the
applications
of
the
proposed
method.
Key words:
product
planning
house
of
quality;
customer
requirement;
priority
rating;
balanced
scorecard
(BSC)
O
引言
顾客满意已经成为产品设计的决定性因素之
一
[1]
,质量功能配置
(quality
function
deployment
,
QFD)
是顾客驱动的现代产品设计
的主要工具之一。产品规划质量屋的构建是
收摘自期
:2009-03
←
25
基金项目:国家自然科学基金资助项目
(70721001.70871020.
7097101
7>
• 1430 •
QFD
瀑布式分解过程的源头,在此过程中,确定
顾客需求的综合优先度是一个关键的步骤,它对
于技术特征优先度的确定和整个产品规划质量屋
的优化起着相当重要的作用。根据已获得的顾客
需求的综合优先度,企业能够有目的地设计和开
发产品以实现全面的顾客满意,从而获得更大的
竞争优势[叫。
通常情况下,产品规划质量屋中顾客需求综
合优先度的确定应按以下三个阶段进行
mz
①根