面向大规模定制的客户需求信息系统研究
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摘要
随着市场需求多样化的发展，大规模定制生产方式逐渐兴起。在大规模定制生产方式中，客户需求信息始终贯穿于企业的经营全过程当中。本文分析了大规模定制生产方式中客户需求调查与客户产品定制信息的获取，客户聚类和客户群分析，以及客户需求向技术需求转换，并在此基础上提出并设计了面向大规模定制的客户需求信息系统。
该系统主要包括客户需求调查信息与客户定制信息的获取，客户群的划分与客户群综合分析，质量屋的构建，三个大的组成部分。实现了利用网络对产品生命周期内各个阶段的客户需求信息获取，并提出了一种利用智能代理技术自动获取客户需求的系统模型，给出了总体结构设计并讨论了其中的关键技术。通过把客户需求详细数据作为聚类指标，利用模糊聚类算法实现了客户群的划分，另外，给出了一种基于模拟退火算法的客户聚类方法。实现了对客户群的一些简单的分析综合功能。提供了基于Web的质量屋多专家构建方法，能够实现质量屋中每一组成部分的构建过程。在确定客户需求和技术需求相关关系矩阵、技术需求之间的相关矩阵、目标值与销售点以及技术评估时利用了群决策模糊评判法，将各个评判专家作为因素集，采用群决策中的权重分配技术把多位专家的模糊评判综合起来，得到综合的评判结果。
采用VB开发工具完成了面向大规模定制的客户需求信息系统的企业应用端开发，同时利用JSP、HTML开发了客户需求调查界面、客户产品定制界面以及产品生命周期内服务定制使用的Web界面，另外制作了企业专家进行质量屋多专家构建过程中使用的Web界面。利用该系统能够达到了良好的效果，能够对客户需求信息进行有效的管理应用。
With the development of requirement variety in markets, mass customization is gradually springing up in modern productivity mode. And an important factor involved in the success of mass customization is rationally managing the customer requirement information in the total course of enterprise marketing. For the sake of illustrating and dealing with a series of problems relevant to customer requirement information, accordingly, the author set about to analyze the approach in which to investigate customer requirements and to acquire the customized information of customers. In addition, customer clustering, customer groups, and the conversion from customer requirements to technology requirements are taken into consideration in turn. Hence a Customer Requirement Information System (CRIS) for mass customization is developed.
The CRIS mainly consists of triple parts such as the acquirement of customer requirement and customized information, classification of customer groups together with comprehensive analysis of customer groups, and the construction of House of Quality of (HOQ). Using the system, customer requirement information during every stage of product life cycle can be obtained on internet. Moreover, a model of automatically obtaining customer requirement through an intelligent Agent technique is simultaneously given, of which the whole structure is put forward and key techniques are particularly discussed. The customers are classified into customer groups recurring to fuzzy cluster algorithm by considering special information of customer requirements and clustering parameters. To mathematically describe the clustering process, a method based on simulated annealing algorithm is deduced, thus each customer group can be paid some simple attention. What's more, a novel approach of the construction of HOQ multi-expert built o
n Web is presented, which can used to form each part of HOQ. And the fuzzy evaluation method of group decision is taken to decide the relationship matrix between customer requirements and technique requirements, the matrix between technique requirement, the target and sale point, and the technique evaluation. Finally, the experts are taken as factor sets, so that the weight distribution of group decision is used to obtain the synthesis judgment result.
Enterprise using application of system of customer requirement information for mass customization is developed utilizing VB tool. And the Web page using for investigation of customer requirement and product customization is developed using JSP and HTML language. Therefore, the Web page used by experts to construct HOQ is also developed. Using the system people can manage the customer requirement information efficiently and perfectly.
该系统主要包括客户需求调查信息与客户定制信息的获取，客户群的划分与客户群综合分析，质量屋的构建，三个大的组成部分。实现了利用网络对产品生命周期内各个阶段的客户需求信息获取，并提出了一种利用智能代理技术自动获取客户需求的系统模型，给出了总体结构设计并讨论了其中的关键技术。通过把客户需求详细数据作为聚类指标，利用模糊聚类算法实现了客户群的划分，另外，给出了一种基于模拟退火算法的客户聚类方法。实现了对客户群的一些简单的分析综合功能。提供了基于Web的质量屋多专家构建方法，能够实现质量屋中每一组成部分的构建过程。在确定客户需求和技术需求相关关系矩阵、技术需求之间的相关矩阵、目标值与销售点以及技术评估时利用了群决策模糊评判法，将各个评判专家作为因素集，采用群决策中的权重分配技术把多位专家的模糊评判综合起来，得到综合的评判结果。
采用VB开发工具完成了面向大规模定制的客户需求信息系统的企业应用端开发，同时利用JSP、HTML开发了客户需求调查界面、客户产品定制界面以及产品生命周期内服务定制使用的Web界面，另外制作了企业专家进行质量屋多专家构建过程中使用的Web界面。利用该系统能够达到了良好的效果，能够对客户需求信息进行有效的管理应用。
With the development of requirement variety in markets, mass customization is gradually springing up in modern productivity mode. And an important factor involved in the success of mass customization is rationally managing the customer requirement information in the total course of enterprise marketing. For the sake of illustrating and dealing with a series of problems relevant to customer requirement information, accordingly, the author set about to analyze the approach in which to investigate customer requirements and to acquire the customized information of customers. In addition, customer clustering, customer groups, and the conversion from customer requirements to technology requirements are taken into consideration in turn. Hence a Customer Requirement Information System (CRIS) for mass customization is developed.
The CRIS mainly consists of triple parts such as the acquirement of customer requirement and customized information, classification of customer groups together with comprehensive analysis of customer groups, and the construction of House of Quality of (HOQ). Using the system, customer requirement information during every stage of product life cycle can be obtained on internet. Moreover, a model of automatically obtaining customer requirement through an intelligent Agent technique is simultaneously given, of which the whole structure is put forward and key techniques are particularly discussed. The customers are classified into customer groups recurring to fuzzy cluster algorithm by considering special information of customer requirements and clustering parameters. To mathematically describe the clustering process, a method based on simulated annealing algorithm is deduced, thus each customer group can be paid some simple attention. What's more, a novel approach of the construction of HOQ multi-expert built o
n Web is presented, which can used to form each part of HOQ. And the fuzzy evaluation method of group decision is taken to decide the relationship matrix between customer requirements and technique requirements, the matrix between technique requirement, the target and sale point, and the technique evaluation. Finally, the experts are taken as factor sets, so that the weight distribution of group decision is used to obtain the synthesis judgment result.
Enterprise using application of system of customer requirement information for mass customization is developed utilizing VB tool. And the Web page using for investigation of customer requirement and product customization is developed using JSP and HTML language. Therefore, the Web page used by experts to construct HOQ is also developed. Using the system people can manage the customer requirement information efficiently and perfectly.
引文
[1] 阴向阳，童秉枢，李和良等．大批量定制设计研究现状[J]．机械科学与技术，2001，20(1)：19-21
[2] Tseng, Mitchell M., Lei Ming, Su Chuanjun. Collaborative control system for mass customization manufacturing[J]. CIRP Annals-Manufacturing Technology, 1997, 46(1): 373-376
[3] 罗键，刘嘉陵．浅析大规模定制生产方式[J]．华东经济管理，2001，15(1)：43-44
[4] Pine Ⅱ, B. J., Victor B., Boynton, A. C.. New competitive strategies: challenges to organizations and information technology[J]. IBM Systems Journal, 1993, 32(1): 40-64
[5] A. C. Boynton, B. Victor, B. J.. Pine Ⅱ. New competitive strategies: Challenges to organizations information technology [J]. IBM Systems Journal. 1993, 32(1), 40-64
[6] Pine B, Josepg. Mass-Customization: The New Frontier in Bussiness Competition[M]. Boston: Havard Business School Press, 1993. 30～44
[7] Rick Dove．敏捷企业(上)[J]，中国机械工程，1996，7(3)
[8] Pitt, L. F., Berthon, P., and Watson, R. T.. Cyberservice: Taming service marketing problems with the World Wide Web[J]. Business Horizons, 1999, 42(1): 11-18
[9] Duray, R. and Milligan, GW. Improving Customer Satisfaction through Mass Customization[J]. Quality Progress, 1999, 38(2)
[10] 孙伟，刘晓冰，徐中．大规模客户化生产模式的实施策略及产品设计技术研究[J]．大连理工大学学报，2000，40(2)：203-206
[11] 罗键，刘嘉陵．浅析大规模定制生产模式[J]．华东经济管理，2001，15(1)
[12] 祁国宁，顾新建，谭建荣．大批量定制技术及其应用[M]．北京：机械工业出版社，2003
[13] 班啸飞．在线产品配置器的设计与应用研究[D]．杭州，浙江大学，2002
[14] 黄洪钟．模糊设计[M]．机械工业出版社，1999
[15] 王红军，陈庆新，陈新，等．基于效用分析的客户聚类方法研究[J]．计算机集成制造系统．2003，9(3)：237-24
[16] Chiun-Ming liu. Clustering techniques for stock location and order-picking in a distribution center[J]. Computers & Operations Research, 1999, (26): 989-1002
[17] Miin-Shen Yang, Hsing-Mei Shih. Clustering analysis based on fuzzy relations[J]. Fuzzy Sets and System, 2001, 120: 197-212
[18] 高新波，谢维信．模糊聚类理论发展及应用的研究进展[J]．科学通报，1999．44(21)：2241-2251
[19] 刘鸿恩，张列平．质量功能展开(QFD)理论与方法——研究进展综述[J]．系统工程2000，18(2)
[20] Sullivan Lawrence P. Quality Function Deployment[J]. Quality Progress, 1998, 6: 39-50
[21] Hauser John R, Don Clausing. The House of Quality[J]. Harvard Business Review, 1988, 6: 63-73
[22] 车阿大，林志航，高国军．改进的质量功能配置模型——模糊质量功能配置[J]．系统工程理论与实践．1998，4：131-135
[23] 林志航．计算机辅助质量系统[M]．北京：机械工业出版社，1997
[24] 董仲元，蒋克铸．设计方法学[M]．北京：高等教育出版社，1991
[25] 廖林清，王化培．机械设计方法学[M]．重庆：重庆大学出版社，1996
[26] 黄纯颖．工程设计方法[M]．北京：中国科学技术出版社，1989
[27] 孙伟．面向大规模客户化生产模式的产品集成设计系统结构及其关键技术研究[D]．大连，大连理工大学，2000
[28] 黄靖远，龚剑霞．机械设计学[M]．北京：机械工业出版社，1993
[29] ANDERSON D M，PINE Ⅱ B，冯娟，等．21世纪企业竞争前沿——大规模定制下的敏捷产品开发[M]．北京：机械工业出版社，1999
[30] 董仲元，蒋克铸．设计方法学[M]．北京：高等教育出版社，1991
[31] 张跃．模糊数学方法及其应用[M]．北京：煤炭工业出版社，1992
[32] 康立山，谢云，尤矢勇等．非数值并行算法—模拟退火算法[M]．北京：科学出版社．1997
[33] Nam P. Suh Axiomatic design theory for systems [J]. Research in Engineering Design, 1998, 10:189-209
[34] 于剑，程乾生．模糊聚类方法中最佳聚类数的搜索范围[J]．中国科学E辑，2002，32(2)： 274-280
[35] 潘学增．并行工程原理和应用[M]．北京：机械工业出版社，1997
[36] 林志航，车阿大．质量功能配置研究现状及进展[J]．机械科学与技术，1998(1)
[37] 车阿大，林志航．改进的质量功能配置模型——模糊质量功能配置[J]．系统工程理论与实践，1998(4)：31-35
[38] 秦现生．质量管理学[M]．北京：科学出版社，2002
[39] 刘晓冰，董建华，孙伟．面向产品族的建模技术研究[J]．计算机辅助设计与图形学报，2001， 13(7)：636-641
[40] 车阿大，林志航．质量功能配置的多目标规划模型[J]．计算机集成制造系统，1998(6)：26-30
[41] 余俊等．中国机械设计大典：第一卷，现代机械设计方法[M]．江西：江西科学技术出版社， 2002-01
[42] 吴斌，乌兰木其等．创新产品需求敏捷获取与处理系统的实现研究[J]．机械设计，2001，9：31-34
[43] 何炎祥，陈莘萌。Agent和多Agent系统的设计与应用[M]。武汉：武汉大学出版社，2001，6
[44] 魏长华．Agent与面向Agent的程序设计[J]。华中师范大学学报(自然科学版)．1998，3
[45] SikoraR, etal. Coordination mechanisms formulti-agent manufacturing systems: application to integrated manufact-turing scheduling[J]. IEEE Trans. on Engineering Man-agement, 1997, 44(2)
[46] 潘亚平，徐立鸿．基于Web的信息提示Agent初探[J]．微型电脑应用，2002(1)
[47] 车阿大，林志航．产品设计中获取用户需求的研究及软件系统的开发[J]．机械设计，1998(1)
[48] 林志航，车阿大，国大川．面向并行工程的分布式QFD系统研究[J]．高技术通讯，1998(4)：30-34
[49] 李高正，黄小平等．智能制造中多Agent系统的研究与应用[J]．机械科学与技术，2002(2)
[50] 增强聪．智能Agent技术及其应用[J]．长沙民政职业技术学院学报，2001(2)
[51] 崔志明．面向智能Agent的软件技术研究[J]．微电子学与计算机，2001(6)
[2] Tseng, Mitchell M., Lei Ming, Su Chuanjun. Collaborative control system for mass customization manufacturing[J]. CIRP Annals-Manufacturing Technology, 1997, 46(1): 373-376
[3] 罗键，刘嘉陵．浅析大规模定制生产方式[J]．华东经济管理，2001，15(1)：43-44
[4] Pine Ⅱ, B. J., Victor B., Boynton, A. C.. New competitive strategies: challenges to organizations and information technology[J]. IBM Systems Journal, 1993, 32(1): 40-64
[5] A. C. Boynton, B. Victor, B. J.. Pine Ⅱ. New competitive strategies: Challenges to organizations information technology [J]. IBM Systems Journal. 1993, 32(1), 40-64
[6] Pine B, Josepg. Mass-Customization: The New Frontier in Bussiness Competition[M]. Boston: Havard Business School Press, 1993. 30～44
[7] Rick Dove．敏捷企业(上)[J]，中国机械工程，1996，7(3)
[8] Pitt, L. F., Berthon, P., and Watson, R. T.. Cyberservice: Taming service marketing problems with the World Wide Web[J]. Business Horizons, 1999, 42(1): 11-18
[9] Duray, R. and Milligan, GW. Improving Customer Satisfaction through Mass Customization[J]. Quality Progress, 1999, 38(2)
[10] 孙伟，刘晓冰，徐中．大规模客户化生产模式的实施策略及产品设计技术研究[J]．大连理工大学学报，2000，40(2)：203-206
[11] 罗键，刘嘉陵．浅析大规模定制生产模式[J]．华东经济管理，2001，15(1)
[12] 祁国宁，顾新建，谭建荣．大批量定制技术及其应用[M]．北京：机械工业出版社，2003
[13] 班啸飞．在线产品配置器的设计与应用研究[D]．杭州，浙江大学，2002
[14] 黄洪钟．模糊设计[M]．机械工业出版社，1999
[15] 王红军，陈庆新，陈新，等．基于效用分析的客户聚类方法研究[J]．计算机集成制造系统．2003，9(3)：237-24
[16] Chiun-Ming liu. Clustering techniques for stock location and order-picking in a distribution center[J]. Computers & Operations Research, 1999, (26): 989-1002
[17] Miin-Shen Yang, Hsing-Mei Shih. Clustering analysis based on fuzzy relations[J]. Fuzzy Sets and System, 2001, 120: 197-212
[18] 高新波，谢维信．模糊聚类理论发展及应用的研究进展[J]．科学通报，1999．44(21)：2241-2251
[19] 刘鸿恩，张列平．质量功能展开(QFD)理论与方法——研究进展综述[J]．系统工程2000，18(2)
[20] Sullivan Lawrence P. Quality Function Deployment[J]. Quality Progress, 1998, 6: 39-50
[21] Hauser John R, Don Clausing. The House of Quality[J]. Harvard Business Review, 1988, 6: 63-73
[22] 车阿大，林志航，高国军．改进的质量功能配置模型——模糊质量功能配置[J]．系统工程理论与实践．1998，4：131-135
[23] 林志航．计算机辅助质量系统[M]．北京：机械工业出版社，1997
[24] 董仲元，蒋克铸．设计方法学[M]．北京：高等教育出版社，1991
[25] 廖林清，王化培．机械设计方法学[M]．重庆：重庆大学出版社，1996
[26] 黄纯颖．工程设计方法[M]．北京：中国科学技术出版社，1989
[27] 孙伟．面向大规模客户化生产模式的产品集成设计系统结构及其关键技术研究[D]．大连，大连理工大学，2000
[28] 黄靖远，龚剑霞．机械设计学[M]．北京：机械工业出版社，1993
[29] ANDERSON D M，PINE Ⅱ B，冯娟，等．21世纪企业竞争前沿——大规模定制下的敏捷产品开发[M]．北京：机械工业出版社，1999
[30] 董仲元，蒋克铸．设计方法学[M]．北京：高等教育出版社，1991
[31] 张跃．模糊数学方法及其应用[M]．北京：煤炭工业出版社，1992
[32] 康立山，谢云，尤矢勇等．非数值并行算法—模拟退火算法[M]．北京：科学出版社．1997
[33] Nam P. Suh Axiomatic design theory for systems [J]. Research in Engineering Design, 1998, 10:189-209
[34] 于剑，程乾生．模糊聚类方法中最佳聚类数的搜索范围[J]．中国科学E辑，2002，32(2)： 274-280
[35] 潘学增．并行工程原理和应用[M]．北京：机械工业出版社，1997
[36] 林志航，车阿大．质量功能配置研究现状及进展[J]．机械科学与技术，1998(1)
[37] 车阿大，林志航．改进的质量功能配置模型——模糊质量功能配置[J]．系统工程理论与实践，1998(4)：31-35
[38] 秦现生．质量管理学[M]．北京：科学出版社，2002
[39] 刘晓冰，董建华，孙伟．面向产品族的建模技术研究[J]．计算机辅助设计与图形学报，2001， 13(7)：636-641
[40] 车阿大，林志航．质量功能配置的多目标规划模型[J]．计算机集成制造系统，1998(6)：26-30
[41] 余俊等．中国机械设计大典：第一卷，现代机械设计方法[M]．江西：江西科学技术出版社， 2002-01
[42] 吴斌，乌兰木其等．创新产品需求敏捷获取与处理系统的实现研究[J]．机械设计，2001，9：31-34
[43] 何炎祥，陈莘萌。Agent和多Agent系统的设计与应用[M]。武汉：武汉大学出版社，2001，6
[44] 魏长华．Agent与面向Agent的程序设计[J]。华中师范大学学报(自然科学版)．1998，3
[45] SikoraR, etal. Coordination mechanisms formulti-agent manufacturing systems: application to integrated manufact-turing scheduling[J]. IEEE Trans. on Engineering Man-agement, 1997, 44(2)
[46] 潘亚平，徐立鸿．基于Web的信息提示Agent初探[J]．微型电脑应用，2002(1)
[47] 车阿大，林志航．产品设计中获取用户需求的研究及软件系统的开发[J]．机械设计，1998(1)
[48] 林志航，车阿大，国大川．面向并行工程的分布式QFD系统研究[J]．高技术通讯，1998(4)：30-34
[49] 李高正，黄小平等．智能制造中多Agent系统的研究与应用[J]．机械科学与技术，2002(2)
[50] 增强聪．智能Agent技术及其应用[J]．长沙民政职业技术学院学报，2001(2)
[51] 崔志明．面向智能Agent的软件技术研究[J]．微电子学与计算机，2001(6)