关键词: 产品延伸服务, 质量功能展开, 多目标规划, 犹豫模糊术语集, 灰色速率关联度

Abstract: To manage the problem that customers/experts hesitated between several values,Hesitant Fuzzy Linguistic Term Set (HFLTS) and QFD were employed to translate the Customer Requirements (CRs) and their importance degrees into PES functional requirements and their importance degrees.Two aggregation operators,min-upper and max-lower were used to deal with the problem brought by the inconsistent granularity among different hesitant fuzzy linguistic terms.The method of two-tuple linguistic was applied to transfer HFLTS into interval-valued number.The preference degree of interval utilities was provided to compute the importance degrees of CRs and those of PES functional requirements.By quantifying the qualitative candidate attributes,a multi-objective and multi-constrained optimization model to maximize customer satisfaction and minimize service cost and service response time was established,which transformed into a single objective model by grey rate for solving.An example of service functional requirements optimization for controlled machine tools was given out to demonstrate the effectiveness of the proposed approach.

Key words: product-extension service, quality function deployment, multi-objective optimization, hesitant fuzzy linguistic term set, grey rate correlation grade