基于模糊QFD和TRIZ的道路客运服务创新研究
发布时间：2019-01-01 12:29
【摘要】：随着经济结构的升级和知识经济时代的到来,服务业已经成为世界经济增长的主要推动力,发达国家的服务业在就业和GDP中的比重达2/3以上。不仅在国家竞争力层次和产业层次上服务创新具有重要意义,微观企业层次的服务创新也正逐步凸显其重要性,创新已成为服务产业竞争力的重要来源。 基于以上的对服务创新重要性的认识,并结合导师的课题,本文将应用于技术创新领域的质量机能展开(QFD)和发明问题解决理论(TRIZ)引入服务业中,针对服务的特殊属性,拓展两种方法的应用范围,提出基于模糊QFD和TRIZ理论的服务创新方法。论文选取服务范围中的客运服务作为研究方向,尝试在模糊QFD和TRIZ理论的基础上对客运服务的方法创新进行探索性的研究。 虽然在产品设计领域内应用广泛的质量机能展开(QFD)和发明问题解决理论(TRIZ)分别拓展了各自的应用范围,证明其在服务产品设计方面仍具有其有效性。但在对应用于服务业的QFD和TRIZ考量后,研究发现QFD虽能够有效地对顾客的需求进行层层分解,直至服务措施的提出,但QFD工具所提供的解决措施创新性不足,需要研究人员利用经验进行处理。TRIZ工具虽然能在发明创造原理的提示下,获得有益的提示,但其对矛盾的定义也依赖于设计人员的经验,技术参数与服务属性之间的差别也没有得到有效的弥补。就是说,在针对服务业进行改造以后,两种有效的方法仍未能解决其自身的矛盾。 TRIZ矛盾的冲突发现过程,是通过对问题的定性描述来完成的,它可以有效地解决“怎么做”的问题。其它的设计理论,特别是质量功能展开法,恰恰能解决“做什么”的问题。所以,将两者有机地结合,发挥各自的优势,将有助于服务产品创新。研究结论也显示,模糊QFD/TRIZ的集成是有效的,能够在顾客需求的驱动下,获得创新性的问题解决方法。
[Abstract]:With the upgrading of economic structure and the arrival of the era of knowledge economy, the service industry has become the main driving force of world economic growth. The proportion of service industry in employment and GDP in developed countries is more than 2 / 3. Service innovation is of great significance not only at the level of national competitiveness and industry, but also at the level of micro-enterprises, which has become an important source of service industry competitiveness. Based on the above understanding of the importance of service innovation and the subject of tutor, this paper introduces (QFD) and (TRIZ), which are applied in the field of technological innovation, to the service industry, aiming at the special attributes of service. The service innovation method based on fuzzy QFD and TRIZ theory is proposed. In this paper, passenger service in service scope is selected as the research direction. Based on fuzzy QFD and TRIZ theory, this paper attempts to explore the innovation of passenger service method. Although the (QFD) which is widely used in the field of product design and the problem solving theory of invention (TRIZ) have expanded their respective application scope respectively, it has proved its validity in the field of service product design. However, after considering the QFD and TRIZ used in service industry, it is found that QFD can effectively decompose the customer's needs until the service measures are put forward, but the solutions provided by QFD tools are not innovative enough. Researchers need to use experience to deal with it. While the TRIZ tool can get useful tips on the principles of invention and creation, its definition of contradictions also depends on the designer's experience. The difference between technical parameters and service attributes has not been effectively compensated. That is to say, after reforming the service industry, the two effective methods still fail to solve their own contradictions. The conflict discovery process of TRIZ is accomplished by qualitative description of the problem, which can effectively solve the problem of "how to do". Other design theories, especially quality function expansion, can solve the problem of what to do. Therefore, the organic combination of the two, play their respective advantages, will be conducive to service product innovation. The research results also show that the integration of fuzzy QFD/TRIZ is effective and can be driven by customer demand to obtain innovative problem solving methods.
【学位授予单位】：昆明理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F542.6
[Abstract]:With the upgrading of economic structure and the arrival of the era of knowledge economy, the service industry has become the main driving force of world economic growth. The proportion of service industry in employment and GDP in developed countries is more than 2 / 3. Service innovation is of great significance not only at the level of national competitiveness and industry, but also at the level of micro-enterprises, which has become an important source of service industry competitiveness. Based on the above understanding of the importance of service innovation and the subject of tutor, this paper introduces (QFD) and (TRIZ), which are applied in the field of technological innovation, to the service industry, aiming at the special attributes of service. The service innovation method based on fuzzy QFD and TRIZ theory is proposed. In this paper, passenger service in service scope is selected as the research direction. Based on fuzzy QFD and TRIZ theory, this paper attempts to explore the innovation of passenger service method. Although the (QFD) which is widely used in the field of product design and the problem solving theory of invention (TRIZ) have expanded their respective application scope respectively, it has proved its validity in the field of service product design. However, after considering the QFD and TRIZ used in service industry, it is found that QFD can effectively decompose the customer's needs until the service measures are put forward, but the solutions provided by QFD tools are not innovative enough. Researchers need to use experience to deal with it. While the TRIZ tool can get useful tips on the principles of invention and creation, its definition of contradictions also depends on the designer's experience. The difference between technical parameters and service attributes has not been effectively compensated. That is to say, after reforming the service industry, the two effective methods still fail to solve their own contradictions. The conflict discovery process of TRIZ is accomplished by qualitative description of the problem, which can effectively solve the problem of "how to do". Other design theories, especially quality function expansion, can solve the problem of what to do. Therefore, the organic combination of the two, play their respective advantages, will be conducive to service product innovation. The research results also show that the integration of fuzzy QFD/TRIZ is effective and can be driven by customer demand to obtain innovative problem solving methods.
【学位授予单位】：昆明理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：F542.6
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5 尹U嗹，
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