基于失效模式与后果分析的企业客户索赔分析模型
发布时间：2018-07-31 07:54
【摘要】：基于失效模式与后果分析模型(failure mode and effects analysis,FMEA),并结合层次分析法(analytic hierarchy process,AHP)和模糊逼近理想排序法(technique for order preference by similarity to an ideal solution,TOPSIS)建立企业客户索赔分析改进模型.通过模型中的评价指标对客户发起索赔的产品故障进行排序,并优先分析处理排序靠前的产品故障,以减少其客户索赔问题,促进企业的发展.文中以C公司客户索赔问题为例,对该企业的汽车组合仪表故障进行分析.结果显示,由于线路板损伤或安装混乱导致的仪表完全不工作是最严重的故障模式,通过对其改善可以极大减少客户索赔.该结果与案例公司的期望相符,验证了提出模型的有效性,能够为面临相同问题的企业提供参考.
[Abstract]:Based on the failure mode and consequence analysis model (failure mode and effects analysis FMEA), combined with Analytic hierarchy process (analytic hierarchy) and fuzzy approximation ideal ranking method (technique for order preference by similarity to an ideal solution TOPSIS), an improved model of enterprise customer claim analysis is established. In order to reduce the customer claim problem and promote the development of the enterprise, the product faults initiated by the customer are sorted by the evaluation index in the model, and the priority is given to dealing with the product faults ahead of the ranking. Taking the customer claim problem of C Company as an example, this paper analyzes the failure of automobile combination instrument in this enterprise. The results show that the failure of the instrument caused by circuit board damage or installation confusion is the most serious failure mode and the customer claim can be greatly reduced by improving it. The results are in line with the expectation of the case company, and verify the validity of the proposed model, which can provide a reference for the enterprises facing the same problem.
【作者单位】： 上海大学管理学院;同济大学经济与管理学院;剑桥大学制造研究院;
【基金】：国家自然科学基金(71671125)
【分类号】：F274
，
本文编号：2154925
[Abstract]:Based on the failure mode and consequence analysis model (failure mode and effects analysis FMEA), combined with Analytic hierarchy process (analytic hierarchy) and fuzzy approximation ideal ranking method (technique for order preference by similarity to an ideal solution TOPSIS), an improved model of enterprise customer claim analysis is established. In order to reduce the customer claim problem and promote the development of the enterprise, the product faults initiated by the customer are sorted by the evaluation index in the model, and the priority is given to dealing with the product faults ahead of the ranking. Taking the customer claim problem of C Company as an example, this paper analyzes the failure of automobile combination instrument in this enterprise. The results show that the failure of the instrument caused by circuit board damage or installation confusion is the most serious failure mode and the customer claim can be greatly reduced by improving it. The results are in line with the expectation of the case company, and verify the validity of the proposed model, which can provide a reference for the enterprises facing the same problem.
【作者单位】： 上海大学管理学院;同济大学经济与管理学院;剑桥大学制造研究院;
【基金】：国家自然科学基金(71671125)
【分类号】：F274
，
本文编号：2154925
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