面向客户需求的产品服务方案设计方法与技术研究

发布时间：2018-03-21 23:10

本文选题：工业产品服务　切入点：需求识别　出处：《上海交通大学》2014年博士论文　论文类型：学位论文

【摘要】：随着竞争的加剧和客户需求的多样化，低附加值的制造业已经不能满足市场和环境发展的要求，导致制造企业的利润逐渐下降。为了获得可持续的发展和盈利，，许多制造企业开始从产品制造商向工业产品服务商转型。它们通过提供基于产品的高价值服务解决方案来满足客户多样化、个性化的需求，同时还可以达到合理利用资源、减轻环境污染和增加社会就业等目的。然而，目前关于工业产品服务（简称“产品服务”）的研究大多仍然集中在服务战略、商业模式等层面的理论研究，缺乏有效的产品服务方案设计技术和方法，不利于制造业服务转型战略的成功实施。因此，本文在分析国内外研究现状和先进企业实践的基础上，围绕产品服务方案设计的关键问题，开展了以下研究： (1)产品服务方案的设计框架。在定义相关概念的基础上，提出了一个较为系统的工业产品服务方案的设计框架，并给出了支持框架的设计流程和关键技术，为工业产品服务设计人员提供具体的指导和参考。 (2)产品服务的客户需求识别与分析。提出了基于工业客户活动周期的服务需求识别方法，分析了客户使用产品前、中、后各阶段的活动及相关利益方，全面获取客户的服务需求；提出了基于粗糙群层次分析法的需求重要度分析方法，以便降低客户需求重要度决策过程中的主观性、模糊性和不确定性因素影响，为后续设计提供准确的输入信息。 (3)需求转化及服务技术特性冲突解决。利用服务功能特性场景图获取服务技术特性之后，提出了基于粗糙灰色关联分析的服务质量屋模型，实现了客户需求到服务技术特性的关系映射，以便降低映射过程中不确定性因素的影响。提出了基于多粒度混合语言决策的冲突识别方法、标准服务属性、面向工业产品服务的冲突解决矩阵和服务发明原理，以便解决潜在的服务设计冲突，减少冲突解决方案制定的随机性。 (4)产品服务模块化。提出了基于工业产品服务蓝图的服务构件识别方法。在服务构件识别的基础上，利用基于模糊树图理论的模块构建方法得到不同的服务模块化方案；提出了基于主、客观权重集成的模糊逼近理想解法对不同的服务模块化方案进行评选，得到合理的服务模块化方案，以便增强产品服务方案的设计效率。 (5)产品服务方案的配置优化和方案选择。建立了工业产品服务配置的多目标优化模型，并利用基于改进的非支配排序遗传算法对模型进行求解，获得工业产品服务方案的配置优化集；提出了基于粗糙逼近理想解法的服务方案决策模型，得到最能满足客户需求的工业产品服务配置方案，以便增强工业产品服务提供商的快速、低成本地满足客户的个性化需求的能力。本文先通过空压机服务的案例分章验证了所提方法和技术的可行性和有效性。为了全面系统地验证方法的通用性，最后又将其整体应用于电梯服务设计中，验证结果显示，本研究可以为工业产品服务设计提供一定的参考和借鉴。
[Abstract]:With the diversification of competition and customer demand, low value-added manufacturing has been unable to meet the requirements of the development of the market and the environment, resulting in manufacturing enterprise profits decreased. In order to achieve sustainable development and profitability, many enterprises began to transition from the manufacturer to the industrial product service providers. They provide high value service products based on the solutions to meet customer demand for personalized, diversified, but also can achieve the rational use of resources, reduce environmental pollution and increase social employment. However, the industrial product service (hereinafter referred to as "service products") most of the research is still concentrated in the service strategy, theory of business model and other aspects of the lack of products and services design technology and effective method, is not conducive to the manufacturing industry service transformation strategy successfully. Therefore, based on the analysis of domestic and foreign On the basis of the research status and the advanced enterprise practice, the following research is carried out on the key issues of the product service plan design.
(1) the design framework of product service scheme. Based on the definition of related concepts, proposes a design framework for systematic industrial products and service solutions, and gives the design process and the key technical support framework, provide guidance and reference for the design of specific service personnel of industrial products.
(2) customer needs identification and analysis of products and services. The service demand recognition method of industrial customer activity cycle based on the analysis of the customer before using the product, after each stage of the activities and stakeholders, comprehensive access to customer service; put forward the analysis of important degree analysis method needs rough group based on the level of customer demand, in order to reduce the importance of the decision making process of subjectivity, fuzziness and uncertainty factors, provide accurate input information for subsequent design.
(3) the technical characteristics and service needs into conflict resolution. After obtaining the service characteristics of the service function of scene graph and proposed service quality analysis of rough house model based on gray correlation, realizes the mapping relationship of customer demand and service characteristics, in order to reduce the influence of uncertain factors in the process of mapping the conflict is proposed. Recognition method of multi granularity linguistic decision based on the standard of service attributes, for industrial products and services to solve the conflict matrix and service invention principle, in order to solve the potential conflict of service design, random reduce conflict solution formulation.
(4) product service modular is proposed. The service component identification method of industrial products based on the service blueprint. Based on service component identification, using fuzzy tree graph theory method to get the service modules to build a modular scheme based on different; based on the main objective weight, integrated fuzzy TOPSIS method on the selection of service the module of different programs, service modular program reasonable, so as to enhance the efficiency of product design services.
(5) select the configuration optimization and scheme of service. To establish the multi-objective optimization model of service configuration of industrial products, and the use of non dominated sorting genetic algorithm to solve the model based on the improved industrial product service scheme configuration optimization is proposed based on rough set; approximation service decision making model of TOPSIS. Get the most able to meet customer demand for industrial products and services configuration, so as to enhance the industrial product service provider for fast, low-cost ability to meet the personalized needs of customers.
This article first through the air compressor service case chapter to validate the feasibility and effectiveness of the methods and techniques. In order to universal comprehensive system verification method, and finally the whole design is applied to elevator service, the results show that this research can provide a reference for the design of industrial products and services.

【学位授予单位】：上海交通大学
【学位级别】：博士
【学位授予年份】：2014
【分类号】：TB47

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