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

中国机械工程 ›› 2010, Vol. 21 ›› Issue (12): 1430-1434,1440.

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

出版日期:2010-06-25 发布日期:2010-07-01
基金资助:
国家自然科学基金资助项目(70721001，70871020，70971017)
National Natural Science Foundation of China（No. 70721001，70871020，70971017）

Determination of Integrated Priority Ratings of Customer Requirements in Product Planning Based on Balanced Scorecard

Li Yanlai1;Luo Xinggang1;Han Yi2;Yao Jianming3

1.Key Lab of Integrated Automation of Process Industry of Ministry of Education,Northeastern University,Shenyang,110004

2.Zhejiang University of Technology,Hangzhou,310023
3.Renmin University of China,Beijing,100872

Online:2010-06-25 Published:2010-07-01
Supported by:
National Natural Science Foundation of China（No. 70721001，70871020，70971017）

摘要/Abstract

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。

关键词:

产品规划质量屋, 顾客需求, 优先度, 平衡记分卡

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 ratings 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)

中图分类号:

TH122

李延来, 雒兴刚, 韩毅, 姚建明.

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

[J]. 中国机械工程, 2010, 21(12): 1430-1434,1440.

LI Yan-Lai, LUO Xin-Gang, HAN Yi, TAO Jian-Meng.

Determination of Integrated Priority Ratings of Customer Requirements in Product Planning Based on Balanced Scorecard

[J]. China Mechanical Engineering, 2010, 21(12): 1430-1434,1440.

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