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1、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1123李延来雒兴刚韩毅姚建明1.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
2、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;平衡记分卡中图分类号:TH122文章编号:1004132X(2010)12143005DeterminationofIntegratedPriorityRatingsofCustomerRequirementsinProductPlanningBasedonBalancedScorecard1123LiYanlaiLuoXinggangHanYiYaoJian
3、ming1.KeyLabofIntegratedAutomationofProcessIndustryofMinistryofEducation,NortheasternUniversity,Shenyang,1100042.ZhejiangUniversityofTechnology,Hangzhou,3100233.RenminUniversityofChina,Beijing,100872Abstract:Determinationoftheintegratedpriorityratingsofcustomerrequirementsinaproductplann
4、inghouseofqualitywasinvestigatedfornewproductdevelopment.Firstly,accordingtothecompetitiveevaluationsandcomplementarypreferencematrixesofcustomerrequirementsfortheselectedcustomers,amodeldeterminingthepriorityratingsofcustomerrequirementscorrespondingtoeveryoneoftheselectedcustomerswasbu
5、iltandresolvedbyusingLagrangefunction,andthenthefundamentalpriorityratingsofcustomerrequirementsfromtheangleofcustomersviewweredeterminedbyusinggroupdecision-makingapproach.Secondly,basedontheintegrationofbalancedscorecardandanalyticalhierarchyprocess,thepriorityratingsofcustomerrequirem
6、entsfromtheanglesofno-customerviewsweredetermined.Lastly,basedonacombinationofthepriorityratingsofcustomerrequirementsfromtheangleofcustomersviewandthepriorityratingsofcustomerrequirementsfromtheanglesofno-customerviews,theintegratedpriorityratingsofcustomerrequirementsweredetermined.Aca
7、sestudywasprovidedtoillustratetheapplicationsoftheproposedmethod.Keywords:productplanninghouseofquality;customerrequirement;priorityrating;balancedscorecard(BSC)0引言瀑布式分解过程的源头,在此过程中,确定顾客需顾客满意已经成为产品设计的决定性因素之求的综合优先度是一个关键的步骤,它对于技术[1]一,质量功能配置(qualityfunction特征优先度的确定和整个产品规划质量屋
