基于QFD的CS指标决策优化模型

中国管理科学 ›› 2004, Vol. ›› Issue (6): 34-41.

基于QFD的CS指标决策优化模型

谢家平¹, 孔令丞², 陈荣秋³, 徐碚³

1. 上海财经大学国际工商管理学院上海 200433;
2. 复旦大学管理学院上海 200433;
3. 华中科技大学管理学院武汉 430074

收稿日期:2004-03-02 修回日期:2004-10-28 出版日期:2004-12-28 发布日期:2012-03-07
基金资助:
国家自然科研基金资助项目(70472080);国家自然科研基金重大项目(70332001)

A Decision Model of Optimizing CS Indices Based on QFD

XIE Jia-ping¹, KONG Ling-cheng², CHEN Rong-qiu³, XUE Bei³

1. School of International Business Administration, Shanghai University of Finance & Economics, Shanghai 200433, China;
2. Management School, Fudan University, Shanghai 200433, China;
3. Management School, Huazhong University of Science & Technology, Wuhan 430074, China

Received:2004-03-02 Revised:2004-10-28 Online:2004-12-28 Published:2012-03-07

摘要/Abstract

摘要： 本文首先根据客户资产确定顾客的权重,对层次分析模型进行改进;然后,试图运用模糊理论,构建一个顾客满意度测评的模糊聚类模型,度量顾客满意度,建立决策模型的目标函数;并借助线性规划,以顾客满意CS为目标,以顾客、企业、员工相关方资源为约束,参考竞争者的服务提供情况,建立了一个CS指标值的数学优化模型,以确定CS指标的决策目标值。

关键词: 质量功能配置, 层次分析, 满意度测评, 线性规划

Abstract: First of all,based on the customers’ assets,the weight of the customers is defined,which improves the AHP model.Then,a fuzzy clustering model is established,which can assess the customers’ satisfaction.Finally,the paper employs linear programming to establish the mathematical optimizing model,which is constrained by the resources of customer,enterprises,employees and competitor,in order to find out the decision goal of the CS indices.

Key words: quality function deployment, Analytic Hierarchy Process, satisfaction assessing, linear programming

中图分类号:

C931
O224

谢家平, 孔令丞, 陈荣秋, 徐碚. 基于QFD的CS指标决策优化模型[J]. 中国管理科学, 2004, (6): 34-41.

XIE Jia-ping, KONG Ling-cheng, CHEN Rong-qiu, XUE Bei. A Decision Model of Optimizing CS Indices Based on QFD[J]. Chinese Journal of Management Science, 2004, (6): 34-41.

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