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1、第16卷第4期计算机集成制造系统Vol.16No.42010年4月ComputerIntegratedManufacturingSystemsApr.2010文章编号:1006-5911(2010)04-0763-09质量功能展开中顾客需求重要度确定的粗糙层次分析法+王晓暾,熊伟(浙江大学管理学院,浙江杭州310058)摘要:为满足顾客的质量需求,在融合层次分析法与基于粗糙集理论提出的粗糙数和粗糙区间两个新概念的基础上,提出了一种质量功能展开中顾客需求重要度确定的粗糙层次分析法。该方法用粗糙数和粗糙边界区间来表征顾客需求的含糊性和不确定性,并构造出粗糙群决策矩阵和粗糙成对比
2、较矩阵,通过求解粗糙成对比较矩阵的特征值和特征向量,得到顾客需求基本重要度。根据市场竞争性分析的结果,对顾客需求基本重要度进行了适当修正,确定了顾客需求最终重要度。最后,通过实例分析了该方法的可行性。关键词:质量功能展开;顾客需求;层次分析法;粗糙集理论;粗糙数;粗糙边界区间;重要度中图分类号:F273.2文献标志码:ARoughAHPapproachfordeterminingtheimportanceratingsofcustomerrequirementsinQFD+WANGXiao2tun,XIONGWei(SchoolofManagement,ZhejiangUn
3、iversity,Hangzhou310058,China)Abstract:Tosatisfycustomerspqualityrequirements,aroughAnalyticHierarchyProcess(RAHP)approachtoob2taintheimportanceratingsofcustomerrequirementsinQualityFunctionDeployment(QFD)wasproposed.RAHPwasbasedontheintegrationoftheAHPandtwonovelconceptsknownasroughnumber
4、sandroughboundaryinter2vals,whichwerederivedfromthebasicnotionsofroughsets.Firstly,roughnumbersandroughboundaryintervalswereutilizedtoaddressthevaguenessanduncertaintyinthedecision2makingprocess.Then,theroughgroupdeci2sion2makingmatrixesandroughpairwisecomparisonmatrixeswereconstructed.Aft
5、ercalculatingtheeigenvaluesandeigenvectorsoftheroughpairwisecomparisonmatrixes,thefundamentalimportanceratingsweredetermined.Basedonthemarketcompetitivenessanalysis,thefundamentalimportanceratingsweremodifiedandthefinalim2portanceratingsofthecustomerrequirementswereobtained.TheRAHPmethodpr
6、ovidedanewapproachforana2lyzinganddeterminingcustomerrequirementsandtheirweightsinQFD.Finally,anexamplewasgiventoillustratethefeasibilityoftheproposedmethod.Keywords:qualityfunctiondeployment;customerrequirements;analytichierarchyprocess;roughsetstheory;roughnumbers;roughboundaryintervals;
7、importanceratings处于卖方市场的企业也不得不开始注意聆听顾客的1问题描述声音,重视顾客的需求。更高的顾客满意度、更低的在当前经济危机的大背景下,顾客在买卖双方的成本,以及更短的产品开发周期,已成为企业赢得竞关系对比中占据着越来越主动的地位,甚至此前一些争优势的关键。而这三个因素在很大程度上又都决收稿日期:2009205204;修订日期:2009209207。Received04May2009;accepted07Sep.2009.基金项目:国家自然科学基金资助项目(90718038,70472056