發(fā)布時(shí)間：2018-04-19 12:52

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

【摘要】：在國(guó)際競(jìng)爭(zhēng)壓力不斷增大、產(chǎn)品創(chuàng)新成本快速上升、客戶需求個(gè)性多樣的背景下,越來(lái)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(guān)鍵需求的“點(diǎn)”上進(jìn)行產(chǎn)品創(chuàng)新,以實(shí)現(xiàn)產(chǎn)品差異化發(fā)展戰(zhàn)略,達(dá)到提高產(chǎn)品競(jìng)爭(zhēng)力、附加值、創(chuàng)新效率和客戶滿意度的目的。客戶協(xié)同產(chǎn)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(chǎn)品創(chuàng)新模式,得到了產(chǎn)品創(chuàng)新設(shè)計(jì)、研究領(lǐng)域?qū)＜壹皩W(xué)者們的普遍關(guān)注。然而,目前仍未檢索到CCPI中面向客戶關(guān)鍵需求的產(chǎn)品協(xié)同創(chuàng)新問(wèn)題與方法的系統(tǒng)性研究成果。鑒于此,本文立足于對(duì)客戶需求排序等相關(guān)理論和技術(shù)的系統(tǒng)分析,重點(diǎn)對(duì)CCPI中客戶關(guān)鍵需求識(shí)別(是否考慮決策者心理行為兩種情景)及產(chǎn)品創(chuàng)新方案生成(客戶關(guān)鍵需求向產(chǎn)品創(chuàng)新方案的映射與產(chǎn)品創(chuàng)新方案的選擇)方法進(jìn)行深入研究,主要包括五部分的內(nèi)容:第一,對(duì)面向客戶關(guān)鍵需求的產(chǎn)品協(xié)同創(chuàng)新方法研究框架進(jìn)行構(gòu)建。從基本概念、參與主體及實(shí)施過(guò)程三個(gè)方面,對(duì)CCPI中面向客戶關(guān)鍵需求的產(chǎn)品協(xié)同創(chuàng)新問(wèn)題進(jìn)行系統(tǒng)界定,并對(duì)其涉及到的相關(guān)理論進(jìn)行分析總結(jié)。在此基礎(chǔ)上,以“發(fā)現(xiàn)問(wèn)題---分析問(wèn)題---解決問(wèn)題”的思路,提出了面向客戶關(guān)鍵需求的產(chǎn)品協(xié)同創(chuàng)新方法研究的總體框架。第二,對(duì)不考慮決策者心理行為情景下的客戶關(guān)鍵需求識(shí)別問(wèn)題進(jìn)行研究。對(duì)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(jìn)行分析,基于灰色系統(tǒng)理論適于“少數(shù)據(jù)”、“貧信息”建模的特點(diǎn),將灰色關(guān)聯(lián)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(jié)合構(gòu)建了混合型客戶評(píng)價(jià)模糊信息標(biāo)準(zhǔn)化處理及不同客戶權(quán)重確定的方法。在此基礎(chǔ)上,提出了基于客戶需求相對(duì)重要性排序的客戶關(guān)鍵需求識(shí)別IPSO-GRA方法和基于客戶需求競(jìng)爭(zhēng)性排序的客戶關(guān)鍵需求識(shí)別IPSO-GRA?MD(i.e.,Maximal Deviation,MD)方法。最后,通過(guò)應(yīng)用舉例,驗(yàn)證了提出方法的有效性和可行性。第三,對(duì)考慮決策者心理行為情景下的客戶關(guān)鍵需求識(shí)別問(wèn)題進(jìn)行研究。為描述決策者不同風(fēng)險(xiǎn)規(guī)避心理行為對(duì)同一客戶評(píng)價(jià)信息的感知效用不同,定義了決策者的常數(shù)絕對(duì)風(fēng)險(xiǎn)規(guī)避效用函數(shù),建立了適于不同形式客戶評(píng)價(jià)信息的決策者模糊效用函數(shù)(i.e.,Fuzzy Utility Functions,FUF)。在此基礎(chǔ)上,將GRA與凸優(yōu)化方法相結(jié)合,提出了基于客戶需求相對(duì)重要性排序的客戶關(guān)鍵需求識(shí)別FUF-GRA方法�？紤]到客戶需求競(jìng)爭(zhēng)性排序過(guò)程中,決策者需要對(duì)不同公司的客戶評(píng)價(jià)信息進(jìn)行比較,為描述決策者對(duì)“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(jìng)爭(zhēng)性排序中,提出了基于客戶需求競(jìng)爭(zhēng)性排序的客戶關(guān)鍵需求識(shí)別FUF-GRA?TODIM方法。最后,通過(guò)應(yīng)用舉例,驗(yàn)證了提出方法的必要性和可行性。第四,對(duì)客戶關(guān)鍵需求向產(chǎn)品創(chuàng)新方案的映射問(wèn)題進(jìn)行研究。對(duì)實(shí)施CCPI過(guò)程中客戶關(guān)鍵需求向產(chǎn)品創(chuàng)新方案映射問(wèn)題進(jìn)行分析,提出了認(rèn)知導(dǎo)航模型(i.e.,Cognitive Navigation Mode,CNM)構(gòu)建時(shí)應(yīng)遵循的系統(tǒng)性、協(xié)同性、獨(dú)立性、學(xué)習(xí)性四大原則。通過(guò)綜合應(yīng)用表意法、結(jié)構(gòu)分析及內(nèi)容分析等認(rèn)知地圖技術(shù),提出了面向不同客戶、公司不同領(lǐng)域?qū)＜业漠a(chǎn)品創(chuàng)新認(rèn)知地圖構(gòu)建流程,并以最大化呈現(xiàn)不同創(chuàng)新主體圍繞客戶關(guān)鍵需求提出的創(chuàng)新概念和思想為出發(fā)點(diǎn),建立了對(duì)不同認(rèn)知地圖進(jìn)行綜合處理的規(guī)則,實(shí)現(xiàn)了客戶關(guān)鍵需求向產(chǎn)品創(chuàng)新方案的映射。在此基礎(chǔ)上,基于TRIZ理論對(duì)存在“沖突”的產(chǎn)品創(chuàng)新方案處理問(wèn)題進(jìn)行分析,建立了客戶關(guān)鍵需求向產(chǎn)品創(chuàng)新方案映射的CNM-TRIZ過(guò)程模型,并對(duì)其現(xiàn)實(shí)基礎(chǔ)與特點(diǎn)進(jìn)行了總結(jié)。最后,通過(guò)應(yīng)用舉例,對(duì)存在“沖突”的產(chǎn)品創(chuàng)新方案消解處理過(guò)程進(jìn)行了討論。第五,對(duì)產(chǎn)品創(chuàng)新方案選擇的決策方法進(jìn)行研究�？紤]到產(chǎn)品創(chuàng)新方案的選擇是一個(gè)典型的混合型多屬性決策問(wèn)題,對(duì)當(dāng)前混合型多屬性決策方法進(jìn)行系統(tǒng)總結(jié),提出了建立一套基于級(jí)別高于關(guān)系的混合型多屬性決策方法體系的必要性。為此通過(guò)對(duì)經(jīng)典優(yōu)勢(shì)劣勢(shì)排序(i.e.,Superiority and Inferiority Ranking,SIR)這一新的基于級(jí)別高于關(guān)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(shù)、區(qū)間數(shù)、三角模糊數(shù)和梯形模糊數(shù)的混合型多屬性決策HB-SIR(i.e.,Hybrid-SIR)方法。針對(duì)實(shí)際中事物屬性間可能存在著相互依賴、相互關(guān)聯(lián)的情景,將Choquet積分引入到HB-SIR方法的實(shí)施過(guò)程,提出了考慮屬性間相互關(guān)聯(lián)的混合型多屬性決策HB-SIR·Choquet方法。最后,通過(guò)應(yīng)用舉例,驗(yàn)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(guān)鍵需求識(shí)別、客戶關(guān)鍵需求向產(chǎn)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(lǐng)域在“少數(shù)據(jù)”、“貧信息”、“考慮決策者心理行為”等情景下的進(jìn)一步深入研究奠定了理論基礎(chǔ)。應(yīng)用舉例表明,本研究可以為公司實(shí)施CCPI進(jìn)行靶向產(chǎn)品創(chuàng)新提供技術(shù)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(xué)位授予單位】：西安電子科技大學(xué)
【學(xué)位級(jí)別】：博士
【學(xué)位授予年份】：2016
【分類號(hào)】：F273.1
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本文編號(hào)：1773169