Study on Technical Characteristics Analysis of Product-service System via Improved House of Quality Model
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摘要: 针对当前通过传统质量屋进行用户需求向技术特性转化的方法对自相关矩阵的非对称性、技术特性间的自相关关系等处理能力较差的问题,提出一种基于改进质量屋模型的产品服务系统(Product service system, PSS)技术特性分析方法。采用功能特性交互图模型识别技术特性,然后将传统质量屋自相关矩阵的三角结构修改为矩形结构解决技术特征间的不对称问题,进而引入多粒度混合语言变量构建质量屋评价矩阵,实现技术特性相关关系的综合评估。案例分析结果表明:该方法在不丢失决策信息的前提下,有效解决了技术特性的冲突问题,也使质量屋的计算更加简便。Abstract: The traditional house of quality (HoQ) has poor ability to deal with the asymmetry of autocorrelation matrix and the autocorrelation between technical characteristics while transforming user requirements into technical characteristics. In order to address these problems, a new method that based on an improved HoQ model for product-service system (PSS) technical characteristics analysis was proposed. Firstly, the interaction graph model for functions and characteristics was used to identify the PSS technical characteristics, and then the triangle structure of traditional HoQ autocorrelation matrix was changed to rectangular structure to solve the asymmetry problem of technical characteristics. Secondly, the multi-granularity mixed language variables were introduced to establish the HoQ matrix to evaluate the correlation of different technical characteristics comprehensively. Finally, a case was used to illustrate the feasibility of the present model and method. The results show that the present method can effectively solve the technical characteristics conflict without losing the decision information, and also make the calculation of the HoQbe more convenient.
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表 1 不同乐观系数下的机床PSS用户需求重要度及排序
机床产品服务需求 ξ = 0 ξ = 0.5 ξ = 1 重要度 排序 重要度 排序 重要度 排序 R11 0.0593 6 0.2487 9 0.4383 9 R12 0.0475 9 0.1843 11 0.3217 11 R21 0.0187 15 0.0454 16 0.0722 16 R22 0.0336 12 0.0818 15 0.1300 15 R31 0.0524 8 0.1892 10 0.3262 10 R32 0.1084 2 0.3797 3 0.6505 4 R33 0.1153 1 0.4232 2 0.7309 2 R41 0.0560 7 0.2495 8 0.4432 8 R42 0.0961 4 0.2966 5 0.4966 5 R43 0.0609 5 0.2695 6 0.4778 6 R44 0.0295 14 0.0943 14 0.1586 14 R45 0.0329 13 0.1130 13 0.1930 13 R51 0.0452 10 0.2526 7 0.4599 7 R52 0.0342 11 0.1681 12 0.3019 12 R53 0.0609 5 0.3715 4 0.6821 3 R54 0.1079 3 0.5540 1 1.0000 1 表 2 A型机床产品服务技术特性
序号 机床产品
服务技术特性序号 机床产品服务
技术特性T1 选型配置合理经济 T6 产品质量检测准确有效 T2 产品打样测试周期短 T7 个性化工艺方案及时有效 T3 安装调试专业快捷 T8 维修保养及时(72 h响应) T4 机床使用培训全面专业 T9 备件借用更换便捷 T5 机床监控报警范围广 T10 故障诊断准确性高 表 3 机床产品服务用户需求与技术特性相关关系初始群决策矩阵
用户
需求机床产品服务技术特性 需求
重要度T1 T2 $\cdots $ T9 T10 R11 0.073 (${S_2^{(3)} }$, ${ S_3^{(4)}}$, ${ S_3^{(4)}}$, ${ S_4^{(5)}}$, ${ S_3^{(4)}}$) (${ S_{ - 2/3}^{(3)}}$, ${ S_0^{(4)}}$, ${ S_{1/2}^{(4)}}$, ${ S_2^{(5)}}$, ${ S_{4/3}^{(4)}}$) $\cdots $ (${ S_{2/3}^{(3)}}$, ${ S_{1/2}^{(4)}}$, ${ S_{ - 1/2}^{(4)}}$, ${ S_1^{(5)}}$, ${ S_{1/2}^{(4)}}$) (${ S_{2/3}^{(3)}}$, ${ S_{1/2}^{(4)}}$, ${ S_{ - 1/2}^{(4)}}$, ${ S_0^{(5)}}$, ${ S_{4/3}^{(4)}}$) R12 0.054 (${ S_0^{(3)}}$, ${ S_{ - 3}^{(4)}}$, ${ S_{ - 1/2}^{(4)}}$, ${ S_{2/5}^{(5)}}$, ${ S_3^{(4)}}$) (${ S_0^{(3)}}$, ${ S_{4/3}^{(4)}}$, ${ S_3^{(4)}}$, ${ S_2^{(5)}}$, ${ S_{1/2}^{(4)}}$) $\cdots $ (${ S_0^{(3)}}$, ${ S_{ - 1/2}^{(4)}}$, ${ S_{ - 1/2}^{(4)}}$, ${ S_{ - 2}^{(5)}}$, ${ S_{4/3}^{(4)}}$) (${ S_0^{(3)}}$, ${ S_0^{(4)}}$, ${ S_{ - 1/2}^{(4)}}$, ${ S_{ - 2}^{(5)}}$, ${ S_3^{(4)}}$) R31 0.055 (${ S_{ - 2/3}^{(3)}}$, ${ S_{4/3}^{(4)}}$, ${ S_{1/2}^{(4)}}$, ${ S_{2/5}^{(5)}}$, ${ S_3^{(4)}}$) (${ S_{ - 2}^{(3)}}$, ${ S_3^{(4)}}$, ${ S_{4/3}^{(4)}}$, ${ S_0^{(5)}}$, ${ S_{4/3}^{(4)}}$) $\cdots $ (${ S_0^{(3)}}$, ${ S_{1/2}^{(4)}}$, ${ S_{ - 3/4}^{(4)}}$, ${ S_{ - 2/5}^{(5)}}$, ${ S_{1/2}^{(4)}}$) (${ S_0^{(3)}}$, ${ S_{1/2}^{(4)}}$, ${ S_{1/2}^{(4)}}$, ${ S_0^{(5)}}$, ${ S_{ - 1/2}^{(4)}}$) $\vdots $ $\vdots $ $\vdots $ $\vdots $ $\vdots $ $\vdots $ $\vdots $ R53 0.109 (${ S_{ - 2}^{(3)}}$, ${ S_{1/2}^{(4)}}$, ${ S_{ - 1/2}^{(4)}}$, ${ S_1^{(5)}}$, ${ S_{1/2}^{(4)}}$) (${ S_{ - 2}^{(3)}}$, ${ S_{ - 1/2}^{(4)}}$, ${ S_{ - 1/2}^{(4)}}$, ${ S_{ - 1}^{(5)}}$, ${ S_0^{(4)}}$) $\cdots $ (${ S_0^{(3)}}$, ${ S_{1/2}^{(4)}}$, ${ S_3^{(4)}}$, ${ S_4^{(5)}}$, ${ S_{1/2}^{(4)}}$) (${ S_{2/3}^{(3)}}$, ${ S_0^{(4)}}$, ${ S_{ - 1/2}^{(4)}}$, ${ S_{2/5}^{(5)}}$, ${ S_0^{(4)}}$) R54 0.162 (${ S_{ - 2/3}^{(3)}}$, ${ S_0^{(4)}}$, ${ S_0^{(4)}}$, ${ S_2^{(5)}}$, ${ S_{1/2}^{(4)}}$) (${ S_{ - 2}^{(3)}}$, ${ S_{ - 1/2}^{(4)}}$, ${ S_{ - 1/2}^{(4)}}$, ${ S_{ - 2}^{(5)}}$, ${ S_0^{(4)}}$) $\cdots $ (${ S_{2/3}^{(4)}}$, ${ S_{1/2}^{(4)}}$, ${ S_{-1/2}^{(4)}}$, ${ S_{2/5}^{(5)}}$, ${ S_0^{(4)}}$) (${ S_2^{(4)}}$, ${ S_{4/3}^{(4)}}$, ${ S_3^{(4)}}$, ${ S_4^{(5)}}$, ${ S_{4/3}^{(4)}}$) 技术特性重要度 $I_{T_1} $ $I_{T_2} $ $\cdots $ $I_{T_9} $ $I_{T_{10}} $ 注:限于篇幅只列出部分评价结果。 表 4 一致化处理后的用户需求与技术特性相关关系群决策矩阵
用户
需求机床产品服务技术特性 需求重要度 T1 T2 $\cdots $ T9 T10 R11 0.073 ($ {S_3^{(4)}}$, $ {S_3^{(4)}}$, $ {S_3^{(4)}}$, $ {S_3^{(4)}}$, $ {S_3^{(4)}}$) ($ {S_{ - 1}^{(4)}}$, $ {S_0^{(4)}}$, $ { S_{1/2}^{(4)} }$, $ { S_{3/2}^{(4)} }$, $ { S_{4/3}^{(4)} }$) $\cdots $ ($ { S_1^{(4)} }$, $ { S_{1/2}^{(4)} }$, $ { S_{ - 1/2}^{(4)} }$, $ { S_{3/4}^{(4)} }$, $ { S_{1/2}^{(4)} }$) ($ { S_{1}^{(4)} }$, $ { S_{1/2}^{(4)} }$, $ { S_{-1/2}^{(4)} }$, $ { S_0^{(4)} }$, $ { S_{4/3}^{(4)} }$) R12 0.054 ($ { S_0^{(4)} }$, $ { S_{ - 3}^{(4)} }$, $ { S_{ - 1/2}^{(4)} }$, $ { S_{3/10}^{(4)} }$, $ { S_3^{(4)} }$) ($ { S_0^{(4)} }$, $ { S_{4/3}^{(4)} }$, $ { S_3^{(4)} }$, $ { S_{3/2}^{(4)} }$, $ { S_{1/2}^{(4)} }$) $\cdots $ ($ { S_0^{(4)} }$, $ { S_{ - 1/2}^{(4)} }$, $ { S_{ - 1/2}^{(4)} }$, $ { S_{ - 3/2}^{(4)} }$, $ { S_{4/3}^{(4)} }$) ($ { S_0^{(4)} }$, $ { S_0^{(4)} }$, $ { S_{ - 1/2}^{(4)} }$, $ { S_{ - 3/2}^{(4)} }$, $ { S_3^{(4)} }$) R31 0.055 ($ {S_{ - 1}^{(4)}}$, $ { S_{4/3}^{(4)} }$, $ { S_{1/2}^{(4)} }$, $ { S_{3/10}^{(4)} }$, $ { S_3^{(4)} }$) ($ { S_{ - 3}^{(4)} }$, $ { S_3^{(4)} }$, $ { S_{4/3}^{(4)} }$, $ { S_0^{(4)} }$, $ { S_{4/3}^{(4)} }$) $\cdots $ ($ { S_0^{(4)} }$, $ { S_{1/2}^{(4)} }$, $ { S_{ - 3/4}^{(4)} }$, $ { S_{ - 3/10}^{(4)} }$, $ { S_{1/2}^{(4)} }$) ($ { S_0^{(4)} }$, $ { S_{1/2}^{(4)} }$, $ { S_{1/2}^{(4)} }$, $ { S_0^{(4)} }$, $ { S_{ - 1/2}^{(4)} }$) $\vdots $ $\vdots $ $\vdots $ $\vdots $ $\vdots $ $\vdots $ $\vdots $ R53 0.109 ($ { S_{ - 3}^{(4)} }$, $ { S_{1/2}^{(4)} }$, $ { S_{ - 1/2}^{(4)} }$, $ { S_{3/4}^{(4)} }$, $ { S_{1/2}^{(4)} }$) ($ { S_{ - 3}^{(4)} }$, $ { S_{ - 1/2}^{(4)} }$, $ { S_{ - 1/2}^{(4)} }$, $ { S_{ - 3/4}^{(4)} }$, $ { S_0^{(4)} }$) $\cdots $ ($ { S_0^{(4)} }$, $ { S_{1/2}^{(4)} }$, $ { S_3^{(4)} }$, $ { S_3^{(4)} }$, $ { S_{1/2}^{(4)} }$) ($ { S_0^{(4)} }$, $ { S_1^{(4)} }$, $ { S_{ - 1/2}^{(4)} }$, $ { S_{3/10}^{(4)} }$, $ { S_0^{(4)} }$) R54 0.162 ($ {S_{ - 1}^{(4)}}$, $ { S_0^{(4)} }$, $ { S_0^{(4)} }$, $ { S_{3/2}^{(4)} }$, $ { S_{1/2}^{(4)} }$) ($ { S_{ - 3}^{(4)} }$, $ { S_{ - 1/2}^{(4)} }$, $ { S_{ - 1/2}^{(4)} }$, $ { S_{ - 3/2}^{(4)} }$, $ { S_0^{(4)} }$) $\cdots $ ($ { S_3^{(4)} }$, $ { S_{1/2}^{(4)} }$, $ { S_{ - 1/2}^{(4)} }$, $ { S_{3/10}^{(4)} }$, $ { S_0^{(4)} }$) ($ { S_3^{(4)} }$, $ { S_{4/3}^{(4)} }$, $ { S_3^{(4)} }$, $ { S_3^{(4)} }$, $ { S_{4/3}^{(4)} }$) 技术特性重要度 $I_{T_1} $ $I_{T_2} $ $\cdots $ $I_{T_9} $ $I_{T_{10}} $ 注:限于篇幅只列出部分评价结果。 表 5 集聚的机床产品服务用户需求与技术特性相关关系群决策评价矩阵
用户需求 需求重要度 机床产品服务技术特性 T1 T2 T3 T4 T5 T6 T7 T8 T9 T10 R11 0.073 $ S_3^{(4)} $ $ S_{0.466}^{(4)} $ $ S_{ - 0.3}^{(4)} $ $ S_{ - 0.3}^{(4)} $ $ S_{0.7}^{(4)} $ $ S_{1.2}^{(4)} $ $ S_{1.166}^{(4)} $ $ S_{0.966}^{(4)} $ $ S_{0.45}^{(4)} $ $ S_{0.466}^{(4)} $ R12 0.054 $ S_{ - 0.44}^{(4)} $ $ S_{ - 0.866}^{(4)} $ $ S_{2.216}^{(4)} $ $ S_{0.306}^{(4)} $ $ S_{ - 0.434}^{(4)} $ $ S_{0.532}^{(4)} $ $ S_{0.216}^{(4)} $ $ S_{0.132}^{(4)} $ $ S_{ - 0.234}^{(4)} $ $ S_{0.2}^{(4)} $ R31 0.055 $ S_{0.826}^{(4)} $ $ S_{0.532}^{(4)} $ $ S_{2.666}^{(4)} $ $ S_{0.9}^{(4)} $ $ S_{ - 0.44}^{(4)} $ $ S_{0.492}^{(4)} $ $ S_{ - 0.8}^{(4)} $ $ S_{0.716}^{(4)} $ $ S_{ - 0.01}^{(4)} $ $ S_{0.1}^{(4)} $ R32 0.111 $ S_{0.334}^{(4)} $ $ S_{1.482}^{(4)} $ $ S_{2.5}^{(4)} $ $ S_{1.426}^{(4)} $ $ S_{0.772}^{(4)} $ $ S_{1.466}^{(4)} $ $ S_{ - 0.45}^{(4)} $ $ S_{0.166}^{(4)} $ $ S_{0.04}^{(4)} $ $ S_{1.066}^{(4)} $ R33 0.124 $ S_{ - 0.26}^{(4)} $ $ S_{ - 1.016}^{(4)} $ $ S_{0.5}^{(4)} $ $ S_3^{(4)} $ $ S_{0.006}^{(4)} $ $ S_{ - 0.274}^{(4)} $ $ S_{ - 0.734}^{(4)} $ $ S_{1.766}^{(4)} $ $ S_{0.482}^{(4)} $ $ S_{1.616}^{(4)} $ R41 0.073 $ S_{0.316}^{(4)} $ $ S_{0.816}^{(4)} $ $ S_{0.726}^{(4)} $ $ S_{1.882}^{(4)} $ $ S_{ - 0.86}^{(4)} $ $ S_{ - 0.766}^{(4)} $ $ S_{0.66}^{(4)} $ $ S_{0.1}^{(4)} $ $ S_{0.26}^{(4)} $ $ S_{0.206}^{(4)} $ R42 0.087 $ S_{0.416}^{(4)} $ $ S_{0.15}^{(4)} $ $ S_{0.866}^{(4)} $ $ S_{1.532}^{(4)} $ $ S_{2.666}^{(4)} $ $ S_{1.466}^{(4)} $ $ S_{ - 0.65}^{(4)} $ $ S_{1.832}^{(4)} $ $ S_{1.032}^{(4)} $ $ S_{1.432}^{(4)} $ R43 0.079 $ S_{0.216}^{(4)} $ $ S_{0.206}^{(4)} $ $ S_{0.5}^{(4)} $ $ S_{ - 0.35}^{(4)} $ $ S_{1.882}^{(4)} $ $ S_3^{(4)} $ $ S_{ - 0.3}^{(4)} $ $ S_{1.216}^{(4)} $ $ S_{0.29}^{(4)} $ $ S_{1.882}^{(4)} $ R51 0.074 $ S_{ - 1.032}^{(4)} $ $ S_{ - 1}^{(4)} $ $ S_{0.306}^{(4)} $ $ S_{0.16}^{(4)} $ $ S_{1.336}^{(4)} $ $ S_{0.56}^{(4)} $ $ S_{ - 1.266}^{(4)} $ $ S_3^{(4)} $ $ S_{1.966}^{(4)} $ $ S_{2.166}^{(4)} $ R53 0.109 $ S_{ - 0.35}^{(4)} $ $ S_{ - 0.95}^{(4)} $ $ S_{1.006}^{(4)} $ $ S_{0.25}^{(4)} $ $ S_{ - 0.76}^{(4)} $ $ S_{ - 1.026}^{(4)} $ $ S_{ - 1.082}^{(4)} $ $ S_{1.548}^{(4)} $ $ S_{1.4}^{(4)} $ $ S_{0.16}^{(4)} $ R54 0.162 $ S_{0.2}^{(4)} $ $ S_{ - 1.1}^{(4)} $ $ S_{0.15}^{(4)} $ $ S_{0.16}^{(4)} $ $ S_3^{(4)} $ $ S_{2.166}^{(4)} $ $ S_{ - 0.566}^{(4)} $ $ S_{0.9}^{(4)} $ $ S_{0.26}^{(4)} $ $ S_{2.332}^{(4)} $ 技术特性重要度 $ S_{0.240}^{(4)} $ $ S_{ - 0.118}^{(4)} $ $ S_{0.903}^{(4)} $ $ S_{0.882}^{(4)} $ $ S_{0.877}^{(4)} $ $ S_{0.861}^{(4)} $ $ S_{ - 0.424}^{(4)} $ $ S_{1.154}^{(4)} $ $ S_{0.556}^{(4)} $ $ S_{1.213}^{(4)} $ -
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