Abstract: Aiming at the deficiency of traditional Quality Function Deployment (QFD) in considering function requirement self-correlation,a fuzzy QFD was employed to translate the importance degrees of Customer Requirements (CRs) into the importance degrees of Function Requirements (FRs).Based on fuzzy DEMATEL method,the mutual influence relationships among FRs was analyzed,and the initial importance degrees of FRs was amended.Fuzzy KANO questionnaire was employed to analyze the category of FR,and the quantitative functional relationship between customer satisfaction degree and FRs were obtained based on KANO model.The programming model for optimizing the fulfillment levels of FRs was established to maximize the customer satisfaction degree.An example was given to demonstrate the feasibility and effectiveness of the proposed approach.

Key words: product planning, quality function deployment, KANO model, fuzzy DEMATEL, non-linear programming

摘要： 针对传统质量功能展开考虑功能需求间自相关关系不足的问题,采用模糊质量功能展开将顾客需求重要度转化成产品功能需求重要度;基于模糊DEMATEL方法分析了产品功能需求之间的相互影响关系,对初始产品功能需求重要度进行了修正。采用模糊KANO问卷分析了功能需求的类型,并根据定量KANO模型分析了产品功能需求和顾客满意度之间的函数关系。以顾客满意度最大化为优化目标,建立了产品功能需求优化模型。通过实例验证了所提方法的可行性和有效性。

关键词: 产品规划, 质量功能展开, KANO模型, 模糊DEMATEL方法, 非线性规划