顾客需求驱动的面向功能的产品服务系统配置方法研究

发布时间：2018-01-27 16:19

本文关键词： 产品服务系统感性工学质量功能展开共享单车　出处：《青岛大学》2017年硕士论文　论文类型：学位论文

【摘要】：服务经济主导的当今社会,产品服务系统(Product Service System,PSS)成为制造业转型升级和二、三产业融合发展的必然趋势。作为一种受益于政策面大力支持的绿色商业模式,共享经济近几年在国内外呈现出强劲发展之势,面向功能的PSS的研究能够为其发展提供更强大的动力。如何精准捕捉顾客需求,实现PSS的有效配置和投放,成为共享经济细分市场竞争中企业普遍关注的核心问题。PSS配置的实质是以有形产品与无形服务组合的形式,最大程度满足顾客需求和最大化顾客让渡价值。立足于服务经济和共享经济背景,本文旨在探索面向功能的PSS的顾客需求捕捉和配置方法,以期为企业实践提供科学的参考。首先,对国内外的相关研究工作和PSS的概念、分类以及产品设计领域的感性工学与质量功能展开(Quality Function Deployment,QFD)等方法进行了梳理。其次,通过扩展感性工学方法提出了面向功能的PSS的顾客需求收集与分析方法,包括运用语意差分法设计PSS调查问卷和运用统计学方法整理分析问卷数据。进而,将其分析结果与QFD整合,建立了面向功能的PSS的配置模型和过程,其中以构建面向功能的PSS质量屋形式,对顾客需求及工程措施进行展开,建立相关关系,对现有PSS的市场竞争能力进行评估,最终生成PSS配置的指导方案,从而通过承接上一步扩展感性工学方法形成了一套面向功能的PSS的配置方法。最后,以共享单车为例,证实了该套方法的可行性。研究结果表明,所提出的方法有效可用,能够解决现实中面向功能的PSS的配置问题,共享经济细分市场中的企业可以用此方法优化自身的PSS配置来提高顾客满意度,增强竞争优势。
[Abstract]:In today's society where service economy dominates, Product Service system (PSS) becomes the transformation and upgrading of manufacturing industry. As a green business model benefiting from the policy support, the sharing economy has shown a strong trend of development at home and abroad in recent years. Function-oriented PSS research can provide a more powerful power for its development. How to accurately capture customer needs and realize the effective configuration and delivery of PSS. The essence of PSS configuration is in the form of combination of tangible products and intangible services. Based on the background of service economy and shared economy, this paper aims to explore the method of capturing and configuring customer demand of Function-Oriented PSS. In order to provide a scientific reference for the practice of enterprises. First of all, the related research work at home and abroad and the concept of PSS. Classification and product design in the field of perceptual engineering and quality function development quality Function deployment QFDs and other methods were combed. Secondly. Based on the extended perceptual engineering method, a functional PSS customer demand collection and analysis method is proposed. Including the use of semantic difference method to design PSS questionnaire and statistical methods to organize and analyze the questionnaire data. Then, the results of the analysis and QFD integration. The configuration model and process of Function-Oriented PSS are established, in which a function-oriented PSS quality room is constructed, customer needs and engineering measures are expanded, and relevant relationships are established. The market competitiveness of the existing PSS is evaluated, and the guiding scheme of PSS configuration is finally generated. A set of function-oriented PSS configuration method is formed by extending the perceptual engineering method. Finally, taking shared bicycle as an example, the feasibility of this method is confirmed. The research results show that the method is feasible. The proposed method is effective and can solve the problem of Function-Oriented PSS configuration in reality. Enterprises in shared economic segmentation market can use this method to optimize their own PSS configuration to improve customer satisfaction. Enhance competitive advantage.
【学位授予单位】：青岛大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F274;F724.6;F572

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