基于QFD的CS指标决策优化模型

:1003-207(2004)06-0034-08QFDCS1,2,3,3(1.,200433;2.,200433;3.,430074):,;,,,,;,CS,,,CS,CS:;;;:C931;O224:A:2004-03-02;:2004-10-28:(70472080);(70332001):,(1963-),(),,,,,,:.1,,,,WTO,,(CustomerSatisfaction,CS)[1]2080,,,,CS,Sullivan(1988)[2]Hammer(1993)[3](1998)[4],CSQFD,,CSQFD,QFD[5],,;,QFD(CEFMEASPCD)[6,7,8],,Griffin&Hauser(1993)[9]1-51-10;Gustafsson(1994)[10];Richardetal1(1993)[11]Luetal1(1994)[12]AHP,CS,,,,AHP,,QFD,,[13],,,CS,[14],,126200412ChineseJournalofManagementScienceVol.12,No.6Dec.,2004CSCS,QFD[15],CS,:,,,CS,,,,,,,CS,CS,CSQFDEC,CSEC,CSEC,EC,,,,CS,,,2QFD,;,,(HomeofQuality),(1)CS,,CSi(i=1,2,,m),wi,CSCSiCSlqil(i,l=1,2,,m),mmCSQ,,jECj(j=1,2,,n),xj,ECjEClpjl(j,l=1,2,,n),nnP,CSCSiECjrij(i=1,2,,m;j=1,2,,n),mnR,CS,CSidi(i=1,2,,m),mD;,CSid3i,CS,ECjcj,536:QFDCStj,CT3CS(AHP)[16](T1L1Saaty)2070,,AHP,,,AHP,,,1)CS,9,CS,,,,,CS,2,()O;U,MUi(i=1,2,,M);CSV,UiNiCSVil(l=1,2,,Ni)2),;,(),(Cus2tomerEquity)(Life2timeValue),,,,ktVk(t),i,T,kCEkCEk=Tt=0(1+i)-tVk(t)(1),,P,(1)kkk=CEkPl=1CElk=1,2,,P(2)3)CS,CS,1-3-5-7-9,2-4-6-8kUiCSVil,M;,,,,,[16]:UiOki,CSVi1,Vi2,,ViNiUikil,CS,:il=Pk=1kkill=1,2,,Ni(3)i=Pk=1kkii=1,2,,M(4)4),CS(4)CS(3),632004,CSVilwilwil=iili=1,2,,M;l=1,2,,Ni(5),UiVilCS,mCS(m=N1+N2++NM),CSi(i=1,2,,m),wiwi,CSi,CS,CS4CS={CS1,CS2,,CSm},CS;E={e1,e2,,e5},,,,5;,1)5,eCe,9-7-5-3-15,C=(9,7,5,3,1),CSifie(di),,3ÓCSiC1i,e=1,fiI(di)=1diC1idi-C2iC1i-C2iC2idiC1i0diC2i(6)ÓCSiCei,e=2,3,4,fie(di)=di-Ce+1iCei-Ce+1iCe+1idiCeiCe-1i-diCe-1i-CeiCeidiCe-1i0di(Ce+1i,Ce-1i)(7)ÓCSiC5i,e=5,fiV(di)=1diC5iC4i-diC4i-C5iC5idiC4i0diC4i(8),,,,2),CSiCSi,fie(di)di,CSieie,ie=fie(di)5l=1fil(di)i=1,2,,n(9),(9),CSi,Hi=(i1,i2,,i5)3)CSi,m5HCSw,:B=wH=(b1,b2,,b5),be=ml=1wiiee=1,2,3,4,5(10)4)C=(9,7,5,3,1),CSI:CSI=19CBT=195e=1Cebe=195e=1Cemi=1wifie(di)5l=1fil(di)(11)3,5e=1fie(di)=1,(11)CSI=195e=1Cemi=1wifie(di)=19mi=1wi5e=1Cefie(di)(12)736:QFDCS,CSidi,,CS,di,,CS,5CSiCSl,CSi,CSl;,,CSl,,ECjECl,ECj,ECl,;,,ECl,,1)CS,,CS,,,CSiCSl,qil=0;CSi,qii=1,CS()6,0-1-3-5-7-9CSmCSmm,9,CSCSiCSl,,qil0;,qil0,,qil[-1,1]CSidi,di,CS,di=di+ml=1liqildASl=ml=1dildli=1,2,,m(13)D=QD,D=Q-1D(14)2),,,ECj,0-1-3-5-7-9nnn,ECjECl,pjl0;,,pjl0;ECj,pjj=1,pjl[-1,1]pjlECjECl,ECj,EClECjxj,,ECjxjxj=xj+nl=1ljpjlxl=nl=1pjlxlj=1,2,,n(15)X=PX(16)3)CSiECj[17]CSR,rijCSiECj,CSi,0-1-3-5-7-9CSiECj,,rij[-1,1](1)PQ,ECjxj,rijCSidi,CSidi,ECjxj,kjxj=mi=1rijdij=1,2,,n(17),kjECj(2)PQ,CSidi,ECjxj,kjxj=mi=1rijdjj=1,2,,n(18),K(k1,k2,,km)XD,ECCS,832004KX=RTD(19)(14)(16)(19),KPX=RTQ-1D(20)(19)R-1P-1,X=P-1K-1RTQ-1D(21)6CS3CS,,,,,,CS(21)CS1),cjECj(),C,B3,CXB3,CP-1K-1RTQ-1DB3(22)2)CS,,tjECj,T3jECj,:tj(P-1K-1RTQ-1D)JT3jj=1,2,,n(23)ECj,tj=0,ECj,ECj,tj,t,(23)tP-1K-1RTQ-1DT3(24)3),,,CSid3i,,CS:,,;,did3i-2did3i+4i=1,2,,m(25)4)xj,;di,,:di9di0i=1,2,,m(26)X=P-1K-1RTQ-1D07,QFD,5:(CS1),(CS2),(CS3),(CS4),(CS5),6;(EC1),(EC2),(EC3),(EC4),(EC5),(EC6),,2020-3030-4545-6060,5,,=(0107,0120,0133,0127,0113),,kMk,k(k=3),:CS1CS2CS3CS4CS5M3=123221/213231/31/3121/21/21/21/211/21/21/3221CS1CS2CS3CS4CS5C1R=0106011,;,3=(0134,0128,0112,0110,0117)T,Mk,k,,:1=(0120,0124,0134,0110,0112)T,2=936:QFDCS(0130,0130,0112,0116,0112)T,4=(0126,0126,0120,0115,0113)T,5=(0125,0125,0132,0108,0110)T;,=(0129,0127,0118,0112,0114)T;,w=(0129,0127,0118,0112,0114)T(4)RQP,,:Q=11/9-1/91/91-1/91-1/9-1/911P=13/91/93/93/91-1/9-1/9111/91-1/93/9-1/91R=7/95/93/95/97/97/91/93/93/91-1/9-3/9-1/97/9-1/91/95/97/94CSECR,(17):k1=0121,k2=0115,k3=0109,k4=0119,k5=0111,k6=0111B32000,140,,:7114d1+5185d2+2162d3+1113d4+0181d514068100d1+75133d2+2121d3+92179d4+48192d520002131d1+0158d2+1147d3-0107d4+0141d502151d1+4169d2-0132d3+1126d4+0100d504188d1+2131d2-0104d3+9160d4+01000d500100d1+0100d2+5133d3+0100d4+0100d504111d1+2122d2-1152d3-0119d4+0100d50-0151d1+3114d2-3158d3+1129d4+6176d505d197d295d393d497d59(12),lindo,:d1=7,d2=9,d3=9,d4=3,d5=9,maxCSI=0186(21)x1=38112,x2=60163,x3=83144,x4=48,x5=34143,x6=57113,1892155;,CS(17)x1=83107,x2=70170,x3=63157,x4=48,x5=50,x6=64122,2055197;2,CSI=0179,ECx1=04200480,x2=64,x3=80,x4=32,x5=48,x6=72,2104,,,,EC1EC2EC4EC5,,;,,EC3EC4,,,CS,8QFD,(CS)-,CS,CS,CS,:[1]PKapranosandKennethPYoung1ManufacturingforVal2ue2CustomerSatisfaction[J]1Metallurgia,1998,65(1):23-271[2]SullivanPL1PolicyManagementThroughQualityFunc2tionDeployment[J]1QualityProgress,1988,21(6):18-201[3]HammerM,Champ1Reengineeringthecorporation:aMan2ifestoforbusinessrevolution[M]1NewYork:HarperBusi2ness,1993:2-31[4]1QFD[J]1,1998,16(4):35-40.[5]HauserJR,ClausingD.Thehouseofquality[J].HarvardBusinessReview,1988,(5-6):63-73.[6]Cals/Concurrentengineeringtaskgroup.Firstprincipalsofconcurrentengineering:Acompetitivestrategyforelectron2icSystemdevelopment[R].Reviewdraft,WashingtonD.C.:CALSinDustrysteeringgroup,1991.[7]F.Kimura.Designofrightqualityproductsfortotallifecy2cle[C].The3rdCIRPInternationalSeminaronLifeCycleEngineering,March,Zurich,1996:127-133.[8]LouCohen.Qualityfunctiondeployment:howtomakeQFDworkforyou[M].Massachusetts:Addison-WesleyPublishingCompany,1995:11-13.[9]Griffin,K.andHauser,J.Thevoiceofthecustomer[J].MarketingScience,1993,12(1):1-27.[10]Gustafsson,A.andGustafsson,N..Exceedingcustomerexpectations[C].Th