面向客户关键需求的产品协同创新方法研究

发布时间：2018-04-19 12:52

  本文选题：客户协同产品创新 + 质量功能展开　； 参考：《西安电子科技大学》2016年博士论文

【摘要】：在国际竞争压力不断增大、产品创新成本快速上升、客户需求个性多样的背景下,越来越多的企业将有限的资源投入到能够更好地满足客户关键需求的“点”上进行产品创新,以实现产品差异化发展战略,达到提高产品竞争力、附加值、创新效率和客户满意度的目的。客户协同产品创新(i.e.,Customer Collaborative Product Innovation,CCPI)作为一种新兴的能够更高程度地发挥客户潜力的产品创新模式,得到了产品创新设计、研究领域专家及学者们的普遍关注。然而,目前仍未检索到CCPI中面向客户关键需求的产品协同创新问题与方法的系统性研究成果。鉴于此,本文立足于对客户需求排序等相关理论和技术的系统分析,重点对CCPI中客户关键需求识别(是否考虑决策者心理行为两种情景)及产品创新方案生成(客户关键需求向产品创新方案的映射与产品创新方案的选择)方法进行深入研究,主要包括五部分的内容:第一,对面向客户关键需求的产品协同创新方法研究框架进行构建。从基本概念、参与主体及实施过程三个方面,对CCPI中面向客户关键需求的产品协同创新问题进行系统界定,并对其涉及到的相关理论进行分析总结。在此基础上,以“发现问题---分析问题---解决问题”的思路,提出了面向客户关键需求的产品协同创新方法研究的总体框架。第二,对不考虑决策者心理行为情景下的客户关键需求识别问题进行研究。对不确定环境下传统客户需求排序方法在CCPI中的不适用性进行分析,基于灰色系统理论适于“少数据”、“贫信息”建模的特点,将灰色关联分析(i.e.,Grey Relational Analysis,GRA)与免疫粒子群优化算法(i.e.,Immune Particle Swarm Optimization,IPSO)相结合构建了混合型客户评价模糊信息标准化处理及不同客户权重确定的方法。在此基础上,提出了基于客户需求相对重要性排序的客户关键需求识别IPSO-GRA方法和基于客户需求竞争性排序的客户关键需求识别IPSO-GRA?MD(i.e.,Maximal Deviation,MD)方法。最后,通过应用举例,验证了提出方法的有效性和可行性。第三,对考虑决策者心理行为情景下的客户关键需求识别问题进行研究。为描述决策者不同风险规避心理行为对同一客户评价信息的感知效用不同,定义了决策者的常数绝对风险规避效用函数,建立了适于不同形式客户评价信息的决策者模糊效用函数(i.e.,Fuzzy Utility Functions,FUF)。在此基础上,将GRA与凸优化方法相结合,提出了基于客户需求相对重要性排序的客户关键需求识别FUF-GRA方法。考虑到客户需求竞争性排序过程中,决策者需要对不同公司的客户评价信息进行比较,为描述决策者对“损失”比“赢得”更加敏感的心理行为,将基于前景理论的TODIM方法引入客户需求竞争性排序中,提出了基于客户需求竞争性排序的客户关键需求识别FUF-GRA?TODIM方法。最后,通过应用举例,验证了提出方法的必要性和可行性。第四,对客户关键需求向产品创新方案的映射问题进行研究。对实施CCPI过程中客户关键需求向产品创新方案映射问题进行分析,提出了认知导航模型(i.e.,Cognitive Navigation Mode,CNM)构建时应遵循的系统性、协同性、独立性、学习性四大原则。通过综合应用表意法、结构分析及内容分析等认知地图技术,提出了面向不同客户、公司不同领域专家的产品创新认知地图构建流程,并以最大化呈现不同创新主体围绕客户关键需求提出的创新概念和思想为出发点,建立了对不同认知地图进行综合处理的规则,实现了客户关键需求向产品创新方案的映射。在此基础上,基于TRIZ理论对存在“冲突”的产品创新方案处理问题进行分析,建立了客户关键需求向产品创新方案映射的CNM-TRIZ过程模型,并对其现实基础与特点进行了总结。最后,通过应用举例,对存在“冲突”的产品创新方案消解处理过程进行了讨论。第五,对产品创新方案选择的决策方法进行研究。考虑到产品创新方案的选择是一个典型的混合型多属性决策问题,对当前混合型多属性决策方法进行系统总结,提出了建立一套基于级别高于关系的混合型多属性决策方法体系的必要性。为此通过对经典优势劣势排序(i.e.,Superiority and Inferiority Ranking,SIR)这一新的基于级别高于关系的多属性决策方法的研究,提出了适于处理属性值取精确数、区间数、三角模糊数和梯形模糊数的混合型多属性决策HB-SIR(i.e.,Hybrid-SIR)方法。针对实际中事物属性间可能存在着相互依赖、相互关联的情景,将Choquet积分引入到HB-SIR方法的实施过程,提出了考虑属性间相互关联的混合型多属性决策HB-SIR·Choquet方法。最后,通过应用举例,验证了提出方法的有效性和可行性。综上所述,本文为CCPI中客户关键需求识别、客户关键需求向产品创新方案映射与选择建立了一套新的方法体系,特别是为本领域在“少数据”、“贫信息”、“考虑决策者心理行为”等情景下的进一步深入研究奠定了理论基础。应用举例表明,本研究可以为公司实施CCPI进行靶向产品创新提供技术支持。
[Abstract]:In the context of the increasing pressure of international competition, the rapid rise of product innovation cost and the diversity of customer needs, more and more enterprises have put the limited resources into the "point" which can better meet the key needs of the customers to carry out the product innovation, in order to realize the product differentiation development strategy, to improve the product competitiveness and add value. The purpose of innovation efficiency and customer satisfaction. I.e. (Customer Collaborative Product Innovation, CCPI), as a new product innovation model, which can give full play to the customer's potential, has gained the product innovation design, the research field and the scholars' general attention. However, it has not been retrieved at present. In view of this, this paper is based on the systematic analysis of relevant theory and technology of customer needs sorting, focusing on the identification of customer key requirements in CCPI (whether two scenarios of decision-makers' psychological behavior are considered) and product innovation scheme generation (guest). The key needs of the key needs of the household to the product innovation scheme and the selection of the product innovation scheme are studied in depth, including five parts: first, the framework of the research framework for the collaborative innovation method of the product to the customer's key needs is constructed. From the basic concept, the participation of the owner and the implementation process, the customer is closed to the customer in the CCPI. The product collaborative innovation problem of key demand is systematically defined, and the related theories involved are analyzed and summarized. On the basis of this, the overall framework of the research on the collaborative innovation method of product oriented to the key needs of the customers is put forward with the idea of "finding problems - analysis problems - solving problems". Second, the heart of the decision maker is not considered. The problem of customer key requirements identification under the situation of rational behavior is studied. The inapplicability of the traditional customer demand sorting method under the uncertain environment in CCPI is analyzed. Based on the grey system theory suitable for "less data" and "poor information" modeling, the grey relational analysis (i.e., Grey Relational Analysis, GRA) and immune granules are used. Based on the combination of i.e. (Immune Particle Swarm Optimization, IPSO), a hybrid customer evaluation method for fuzzy information standardization and the determination of different customer weights is constructed. On this basis, a customer key requirement identification method based on the relative importance of customer requirements and the competition based on customer demand are proposed. IPSO-GRA? MD (i.e., Maximal Deviation, MD) method is identified by the customer of sexual ordering. Finally, the validity and feasibility of the proposed method is verified by application examples. Third, the key requirements identification of the customer under the psychological behavior situation of the decision-maker is studied. The perceived utility of customer evaluation information is different, the decision maker's constant absolute risk avoidance utility function is defined, and the decision maker's fuzzy utility function (i.e., Fuzzy Utility Functions, FUF), which is suitable for different forms of customer evaluation information, is established. On this basis, the combination of GRA and convex optimization method is proposed, which is based on the relative heavy customer demand. In order to describe the customer needs competitive sorting process, the decision makers need to compare the customer evaluation information of different companies in order to describe the psychological behavior of the decision-makers to the "loss" more sensitive than "win", and to introduce the TODIM method based on the prospect theory into the customer demand competition, considering the FUF-GRA method. In the order of sex, the FUF-GRA? TODIM method is proposed based on customer demand competitive ordering. Finally, the necessity and feasibility of the proposed method are verified by application examples. Fourth, the mapping problem of customer key requirements to product innovation scheme is studied. The key needs of customers in the implementation of CCPI process are produced. The problem of product innovation scheme mapping is analyzed, and the four principles of systematic, cooperative, independent and learning should be followed in the construction of i.e. (Cognitive Navigation Mode, CNM). Through the comprehensive application of ideographic method, structure analysis and content analysis, the recognition map technology is put forward for different customers and different fields of the company. The expert's product innovation cognitive map building process, and to maximize the presentation of the innovative concepts and ideas proposed by different innovative subjects around the customer's key requirements, set up the rules for the comprehensive processing of different cognitive maps, and realized the mapping of the customer's critical needs to the product creation scheme. On this basis, the TRIZ theory is based on the theory. On the analysis of the problem of the product innovation scheme dealing with the existence of "conflict", the CNM-TRIZ process model of the customer critical demand mapping to the product innovation scheme is set up, and its realistic basis and characteristics are summarized. Finally, through the application examples, the paper discusses the elimination process of the product innovation scheme in the existence of "conflict". Five, the decision method of product innovation scheme selection is studied. Considering the choice of product innovation scheme is a typical mixed multi attribute decision problem, the current mixed multi attribute decision making method is systematically summarized, and the necessity of establishing a set of mixed multi attribute decision making system based on the level and higher relation is put forward. Through the study of i.e. (Superiority and Inferiority Ranking, SIR), a new multi attribute decision making method based on level higher relation, a hybrid multi attribute decision making method, HB-SIR (i.e., Hybrid-SIR), which is suitable for processing attribute values to take exact numbers, interval numbers, triangular fuzzy numbers and trapezoid fuzzy numbers, is proposed. In view of the fact that there may be interdependent and interrelated situations between the attributes of the real thing, the Choquet integral is introduced into the implementation process of the HB-SIR method, and the hybrid multi attribute decision making HB-SIR Choquet method considering the interrelated attributes is proposed. Finally, the effectiveness and feasibility of the proposed method are verified by application examples. In this paper, this paper identifies the key needs of customers in CCPI, and establishes a new method system for mapping and selection of product innovation schemes, especially for the further research in the field of "few data", "poor information", "consider the psychological behavior of decision-makers" and so on. Application examples show that This study can provide technical support for CCPI implementation of targeted product innovation.

【学位授予单位】：西安电子科技大学
【学位级别】：博士
【学位授予年份】：2016
【分类号】：F273.1
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本文编号：1773169