發(fā)布時間：2018-04-19 12:52

  本文選題：客戶協(xié)同產品創(chuàng)新 + 質量功能展開��； 參考：《西安電子科技大學》2016年博士論文

【摘要】：在國際競爭壓力不斷增大、產品創(chuàng)新成本快速上升、客戶需求個性多樣的背景下,越來越多的企業(yè)將有限的資源投入到能夠更好地滿足客戶關鍵需求的“點”上進行產品創(chuàng)新,以實現產品差異化發(fā)展戰(zhàn)略,達到提高產品競爭力、附加值、創(chuàng)新效率和客戶滿意度的目的�？蛻魠f(xié)同產品創(chuàng)新(i.e.,Customer Collaborative Product Innovation,CCPI)作為一種新興的能夠更高程度地發(fā)揮客戶潛力的產品創(chuàng)新模式,得到了產品創(chuàng)新設計、研究領域專家及學者們的普遍關注。然而,目前仍未檢索到CCPI中面向客戶關鍵需求的產品協(xié)同創(chuàng)新問題與方法的系統(tǒng)性研究成果。鑒于此,本文立足于對客戶需求排序等相關理論和技術的系統(tǒng)分析,重點對CCPI中客戶關鍵需求識別(是否考慮決策者心理行為兩種情景)及產品創(chuàng)新方案生成(客戶關鍵需求向產品創(chuàng)新方案的映射與產品創(chuàng)新方案的選擇)方法進行深入研究,主要包括五部分的內容:第一,對面向客戶關鍵需求的產品協(xié)同創(chuàng)新方法研究框架進行構建。從基本概念、參與主體及實施過程三個方面,對CCPI中面向客戶關鍵需求的產品協(xié)同創(chuàng)新問題進行系統(tǒng)界定,并對其涉及到的相關理論進行分析總結。在此基礎上,以“發(fā)現問題---分析問題---解決問題”的思路,提出了面向客戶關鍵需求的產品協(xié)同創(chuàng)新方法研究的總體框架。第二,對不考慮決策者心理行為情景下的客戶關鍵需求識別問題進行研究。對不確定環(huán)境下傳統(tǒng)客戶需求排序方法在CCPI中的不適用性進行分析,基于灰色系統(tǒng)理論適于“少數據”、“貧信息”建模的特點,將灰色關聯分析(i.e.,Grey Relational Analysis,GRA)與免疫粒子群優(yōu)化算法(i.e.,Immune Particle Swarm Optimization,IPSO)相結合構建了混合型客戶評價模糊信息標準化處理及不同客戶權重確定的方法。在此基礎上,提出了基于客戶需求相對重要性排序的客戶關鍵需求識別IPSO-GRA方法和基于客戶需求競爭性排序的客戶關鍵需求識別IPSO-GRA?MD(i.e.,Maximal Deviation,MD)方法。最后,通過應用舉例,驗證了提出方法的有效性和可行性。第三,對考慮決策者心理行為情景下的客戶關鍵需求識別問題進行研究。為描述決策者不同風險規(guī)避心理行為對同一客戶評價信息的感知效用不同,定義了決策者的常數絕對風險規(guī)避效用函數,建立了適于不同形式客戶評價信息的決策者模糊效用函數(i.e.,Fuzzy Utility Functions,FUF)。在此基礎上,將GRA與凸優(yōu)化方法相結合,提出了基于客戶需求相對重要性排序的客戶關鍵需求識別FUF-GRA方法。考慮到客戶需求競爭性排序過程中,決策者需要對不同公司的客戶評價信息進行比較,為描述決策者對“損失”比“贏得”更加敏感的心理行為,將基于前景理論的TODIM方法引入客戶需求競爭性排序中,提出了基于客戶需求競爭性排序的客戶關鍵需求識別FUF-GRA?TODIM方法。最后,通過應用舉例,驗證了提出方法的必要性和可行性。第四,對客戶關鍵需求向產品創(chuàng)新方案的映射問題進行研究。對實施CCPI過程中客戶關鍵需求向產品創(chuàng)新方案映射問題進行分析,提出了認知導航模型(i.e.,Cognitive Navigation Mode,CNM)構建時應遵循的系統(tǒng)性、協(xié)同性、獨立性、學習性四大原則。通過綜合應用表意法、結構分析及內容分析等認知地圖技術,提出了面向不同客戶、公司不同領域專家的產品創(chuàng)新認知地圖構建流程,并以最大化呈現不同創(chuàng)新主體圍繞客戶關鍵需求提出的創(chuàng)新概念和思想為出發(fā)點,建立了對不同認知地圖進行綜合處理的規(guī)則,實現了客戶關鍵需求向產品創(chuàng)新方案的映射。在此基礎上,基于TRIZ理論對存在“沖突”的產品創(chuàng)新方案處理問題進行分析,建立了客戶關鍵需求向產品創(chuàng)新方案映射的CNM-TRIZ過程模型,并對其現實基礎與特點進行了總結。最后,通過應用舉例,對存在“沖突”的產品創(chuàng)新方案消解處理過程進行了討論。第五,對產品創(chuàng)新方案選擇的決策方法進行研究�？紤]到產品創(chuàng)新方案的選擇是一個典型的混合型多屬性決策問題,對當前混合型多屬性決策方法進行系統(tǒng)總結,提出了建立一套基于級別高于關系的混合型多屬性決策方法體系的必要性。為此通過對經典優(yōu)勢劣勢排序(i.e.,Superiority and Inferiority Ranking,SIR)這一新的基于級別高于關系的多屬性決策方法的研究,提出了適于處理屬性值取精確數、區(qū)間數、三角模糊數和梯形模糊數的混合型多屬性決策HB-SIR(i.e.,Hybrid-SIR)方法。針對實際中事物屬性間可能存在著相互依賴、相互關聯的情景,將Choquet積分引入到HB-SIR方法的實施過程,提出了考慮屬性間相互關聯的混合型多屬性決策HB-SIR·Choquet方法。最后,通過應用舉例,驗證了提出方法的有效性和可行性。綜上所述,本文為CCPI中客戶關鍵需求識別、客戶關鍵需求向產品創(chuàng)新方案映射與選擇建立了一套新的方法體系,特別是為本領域在“少數據”、“貧信息”、“考慮決策者心理行為”等情景下的進一步深入研究奠定了理論基礎。應用舉例表明,本研究可以為公司實施CCPI進行靶向產品創(chuàng)新提供技術支持。
[Abstract]:In the context of the increasing pressure of international competition, the rapid rise of product innovation cost and the diversity of customer needs, more and more enterprises have put the limited resources into the "point" which can better meet the key needs of the customers to carry out the product innovation, in order to realize the product differentiation development strategy, to improve the product competitiveness and add value. The purpose of innovation efficiency and customer satisfaction. I.e. (Customer Collaborative Product Innovation, CCPI), as a new product innovation model, which can give full play to the customer's potential, has gained the product innovation design, the research field and the scholars' general attention. However, it has not been retrieved at present. In view of this, this paper is based on the systematic analysis of relevant theory and technology of customer needs sorting, focusing on the identification of customer key requirements in CCPI (whether two scenarios of decision-makers' psychological behavior are considered) and product innovation scheme generation (guest). The key needs of the key needs of the household to the product innovation scheme and the selection of the product innovation scheme are studied in depth, including five parts: first, the framework of the research framework for the collaborative innovation method of the product to the customer's key needs is constructed. From the basic concept, the participation of the owner and the implementation process, the customer is closed to the customer in the CCPI. The product collaborative innovation problem of key demand is systematically defined, and the related theories involved are analyzed and summarized. On the basis of this, the overall framework of the research on the collaborative innovation method of product oriented to the key needs of the customers is put forward with the idea of "finding problems - analysis problems - solving problems". Second, the heart of the decision maker is not considered. The problem of customer key requirements identification under the situation of rational behavior is studied. The inapplicability of the traditional customer demand sorting method under the uncertain environment in CCPI is analyzed. Based on the grey system theory suitable for "less data" and "poor information" modeling, the grey relational analysis (i.e., Grey Relational Analysis, GRA) and immune granules are used. Based on the combination of i.e. (Immune Particle Swarm Optimization, IPSO), a hybrid customer evaluation method for fuzzy information standardization and the determination of different customer weights is constructed. On this basis, a customer key requirement identification method based on the relative importance of customer requirements and the competition based on customer demand are proposed. IPSO-GRA? MD (i.e., Maximal Deviation, MD) method is identified by the customer of sexual ordering. Finally, the validity and feasibility of the proposed method is verified by application examples. Third, the key requirements identification of the customer under the psychological behavior situation of the decision-maker is studied. The perceived utility of customer evaluation information is different, the decision maker's constant absolute risk avoidance utility function is defined, and the decision maker's fuzzy utility function (i.e., Fuzzy Utility Functions, FUF), which is suitable for different forms of customer evaluation information, is established. On this basis, the combination of GRA and convex optimization method is proposed, which is based on the relative heavy customer demand. In order to describe the customer needs competitive sorting process, the decision makers need to compare the customer evaluation information of different companies in order to describe the psychological behavior of the decision-makers to the "loss" more sensitive than "win", and to introduce the TODIM method based on the prospect theory into the customer demand competition, considering the FUF-GRA method. In the order of sex, the FUF-GRA? TODIM method is proposed based on customer demand competitive ordering. Finally, the necessity and feasibility of the proposed method are verified by application examples. Fourth, the mapping problem of customer key requirements to product innovation scheme is studied. The key needs of customers in the implementation of CCPI process are produced. The problem of product innovation scheme mapping is analyzed, and the four principles of systematic, cooperative, independent and learning should be followed in the construction of i.e. (Cognitive Navigation Mode, CNM). Through the comprehensive application of ideographic method, structure analysis and content analysis, the recognition map technology is put forward for different customers and different fields of the company. The expert's product innovation cognitive map building process, and to maximize the presentation of the innovative concepts and ideas proposed by different innovative subjects around the customer's key requirements, set up the rules for the comprehensive processing of different cognitive maps, and realized the mapping of the customer's critical needs to the product creation scheme. On this basis, the TRIZ theory is based on the theory. On the analysis of the problem of the product innovation scheme dealing with the existence of "conflict", the CNM-TRIZ process model of the customer critical demand mapping to the product innovation scheme is set up, and its realistic basis and characteristics are summarized. Finally, through the application examples, the paper discusses the elimination process of the product innovation scheme in the existence of "conflict". Five, the decision method of product innovation scheme selection is studied. Considering the choice of product innovation scheme is a typical mixed multi attribute decision problem, the current mixed multi attribute decision making method is systematically summarized, and the necessity of establishing a set of mixed multi attribute decision making system based on the level and higher relation is put forward. Through the study of i.e. (Superiority and Inferiority Ranking, SIR), a new multi attribute decision making method based on level higher relation, a hybrid multi attribute decision making method, HB-SIR (i.e., Hybrid-SIR), which is suitable for processing attribute values to take exact numbers, interval numbers, triangular fuzzy numbers and trapezoid fuzzy numbers, is proposed. In view of the fact that there may be interdependent and interrelated situations between the attributes of the real thing, the Choquet integral is introduced into the implementation process of the HB-SIR method, and the hybrid multi attribute decision making HB-SIR Choquet method considering the interrelated attributes is proposed. Finally, the effectiveness and feasibility of the proposed method are verified by application examples. In this paper, this paper identifies the key needs of customers in CCPI, and establishes a new method system for mapping and selection of product innovation schemes, especially for the further research in the field of "few data", "poor information", "consider the psychological behavior of decision-makers" and so on. Application examples show that This study can provide technical support for CCPI implementation of targeted product innovation.

【學位授予單位】：西安電子科技大學
【學位級別】：博士
【學位授予年份】：2016
【分類號】：F273.1
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本文編號：1773169