Fuzzy linear programming models for new product design using QFD with FMEA

Quality function deployment (QFD) is a customer-driven approach in processing new product developments in order to maximize customer satisfaction. Determining the fulfillment levels of design requirements (DRs) and parts characteristics (PCs) is an important decision problem during QFD activity processes for new product development. Unlike the existing literature, which mainly focuses on the determination of DRs, this paper proposes fuzzy linear programming models to determine the fulfillment levels of PCs under the requirement to achieve the determined contribution levels of DRs for customer satisfaction. In addition, considering the design risk, this paper incorporates failure modes and effect analysis (FMEA) into QFD processes, which is treated as the constraint in the models. To cope with the vague nature of product development processes, fuzzy approaches are used for both FMEA and QFD. The illustration of the proposed models is performed with a numerical example to demonstrate the applicability in practice.     

An evaluation approach to engineering design in QFD processes using fuzzy goal programming models

Quality function deployment (QFD) is a product development process used to achieve higher customer satisfaction: the engineering characteristics affecting the product performance are designed to match the customer requirements. From the viewpoint of QFDs designers, product design processes are performed in uncertain environments, and usually more than one goal must be taken into account. Therefore, when dealing with the fuzzy nature in QFD processes, fuzzy approaches are applied to formulate the relationships between customer requirements (CRs) and engineering design requirements (DRs), and among DRs. In addition to customer satisfaction, the cost and technical difficulty of DRs are also considered as the other two goals, and are evaluated in linguistic terms. Fuzzy goal programming models are proposed to determine the fulfillment levels of the DRs. Differing from existing fuzzy goal programming models, the coefficients in the proposed model are also fuzzy in order to expose the fuzziness of the linguistic information. Our model also considers business competition by specifying the minimum fulfillment levels of DRs and the preemptive priorities between goals. The proposed approach can attain the maximal sum of satisfaction degrees of all goals under each confidence degree. A numerical example is used to illustrate the applicability of the approach.     

An advanced quality function deployment model using fuzzy analytic network process

Quality function deployment (QFD) is a customer-oriented design tool used to ensure that the voice of customers is employed throughout the product planning and design stages. QFD uses the house of quality (HOQ), which is a matrix that provides a conceptual map for inter-functional planning and communication. In this paper, an advanced QFD model, based on fuzzy analytic network process (ANP) approach, is proposed to systematically take into account the interrelationship between and within the QFD components. The proposed method is aimed at expanding the current research scope from the product planning phase to the part deployment phase to provide product developers with more valuable information (ex. the importance and bottleneck level of part characteristics). Both customer requirements and the company’s production demands will be used as the inputs for the QFD process to enhance the completeness and accuracy of the QFD analysis results. A case study is presented to illustrate the application of the proposed method.     

Product design and selection using fuzzy QFD and fuzzy MCDM approaches

Quality function deployment (QFD) is a useful analyzing tool in product design and development. To solve the uncertainty or imprecision in QFD, numerous researchers have applied the fuzzy set theory to QFD and developed various fuzzy QFD models. Three issues are investigated by examining their models. First, the extant studies focused on identifying important engineering characteristics and seldom explored the subsequent prototype product selection issue. Secondly, the previous studies usually use fuzzy number algebraic operations to calculate the fuzzy sets in QFD. This approach may cause a great deviation in the result from the correct value. Thirdly, few studies have paid attention to the competitive analysis in QFD. However, it can provide product developers with a large amount of valuable information. Aimed at these three issues, this study integrates fuzzy QFD and the prototype product selection model to develop a product design and selection (PDS) approach. In fuzzy QFD, the α-cut operation is adopted to calculate the fuzzy set of each component. Competitive analysis and the correlations among engineering characteristics are also considered. In prototype product selection, engineering characteristics and the factors involved in product development are considered. A fuzzy multi-criteria decision making (MCDM) approach is proposed to select the best prototype product. A case study is given to illustrate the research steps for the proposed PDS method. The proposed method provides product developers with more useful information and precise analysis results. Thus, the PDS method can serve as a helpful decision-aid tool in product design.     

Rating technical attributes in fuzzy QFD by integrating fuzzy weighted average method and fuzzy expected value operator

Quality function deployment (QFD) is a planning and problem-solving tool that is gaining acceptance for translating customer requirements into the technical attributes of a product. Deriving the rating order of technical attributes from input variables is a crucial step in applying QFD. When the relative weights of customer requirements and the relationship measures between customer requirements and technical attributes are expressed as fuzzy numbers, calculating the importance of each technical attribute falls into the category of fuzzy weighted average, in which the derived membership function of the fuzzy importance of each technical attribute is not explicitly known. Thus, most ranking methods are not suitable under these circumstances. A method is proposed in this paper using fuzzy weighted average method in the fuzzy expected value operator in order to rank technical attributes in fuzzy QFD. An example of a flexible manufacturing system design is cited to demonstrate the application of the proposed approach.     

Modeling customer satisfaction with new product design using a flexible fuzzy regression-data envelopment analysis algorithm

The success of new products depends greatly on customer satisfaction and meeting the customer needs is vital for new product development. By incorporating customer needs in the design and development process, organizations can improve productivity for their new products and reduce the risks associated with new product markets. Hence, design teams require methods to model customer satisfaction when setting the associated product design attributes. Thus, different approaches have been developed for modeling the relationship between customer satisfaction and product design parameters. In this study, 16 well-known fuzzy regression (FR) models are considered to understand the relationship between customer satisfaction and new product design. The design of FR models is based on the 4Ps marketing mix (product, price, place, and promotion) concept in fuzzy environments. A flexible algorithm is then presented based on the index of confidence, error measures, and data envelopment analysis for selecting the best FR model. The applicability and usefulness of the proposed algorithm is demonstrated experimentally based on an actual case study, where the flexible algorithm is employed to predict customer satisfaction with a new product design in the freezer/refrigerator industry.     

An outranking-based general approach to solving group multi-objective optimization problems

This paper presents a general approach to solving multi-objective programming problems with multiple decision makers. The proposal is based on optimizing a bi-objective measure of “collective satisfaction”. Group satisfaction is understood as a reasonable balance between the strengths of an agreeing and an opposing coalition, considering also the number of decision makers not belonging to any of these coalitions. Accepting the vagueness of “collective satisfaction”, even the vagueness of “person satisfaction”, fuzzy outranking relations and other fuzzy logic models are used.     

Social media and sensemaking patterns in new product development: demystifying the customer sentiment

Artificial intelligence by principle is developed to assist but also support decision making processes. In our study, we explore how information retrieved from social media can assist decision-making processes for new product development (NPD). We focus on consumers’ emotions that are expressed through social media and analyse the variations of their sentiments in all the stages of NPD. We collect data from Twitter that reveal consumers’ appreciation of aspects of the design of a newly launched model of an innovative automotive company. We adopt the sensemaking approach coupled with the use of fuzzy logic for text mining. This combinatory methodological approach enables us to retrieve consensus from the data and to explore the variations of sentiments of the customers about the product and define the polarity of these emotions for each of the NPD stages. The analysis identifies sensemaking patterns in Twitter data and explains the NPD process and the associated steps where the social interactions from customers can have an iterative role. We conclude the paper by outlining an agenda for future research in the NPD process and the role of the customer opinion through sensemaking mechanisms.

     

Modern analysis of customer satisfaction surveys: comparison of models and integrated analysis

Customer satisfaction is a key dimension driving business outcomes and performance of processes in service and product organizations. Measuring customer satisfaction is typically based on self‐declared or interview‐based questionnaires where users or consumers are asked to express opinions on statements, or satisfaction scales, mapping out various interactions with the service provider or product supplier. The topic has gained importance in recent years with researchers proposing new models and methods for designing, implementing, and analyzing customer satisfaction surveys. This paper builds on material presented in a recent edited book entitled Modern Analysis of Customer Satisfaction Surveys (Kenett and Salini, 2011). The book provides a comprehensive exposition of a variety of models that have all been applied to the same data set by leading experts. These models generate a variety of management insights. Combining models opens up opportunities for further research and applications. Specifically, we suggest that an integrated analysis, aggregating several approaches to survey data analysis, may prove effective in increasing the information quality derived from of a customer satisfaction survey. Copyright © 2011 John Wiley & Sons, Ltd.     

A QFD-based fuzzy MCDM approach for supplier selection

Supplier selection is a highly important multi-criteria group decision making problem, which requires a trade-off between multiple criteria exhibiting vagueness and imprecision with the involvement of a group of experts. In this paper, a fuzzy multi-criteria group decision making approach that makes use of the quality function deployment (QFD) concept is developed for supplier selection process. The proposed methodology initially identifies the features that the purchased product should possess in order to satisfy the company’s needs, and then it seeks to establish the relevant supplier assessment criteria. Moreover, the proposed algorithm enables to consider the impacts of inner dependence among supplier assessment criteria. The upper and the lower bounds of the weights of supplier assessment criteria and ratings of suppliers are computed by using the fuzzy weighted average (FWA) method. The FWA method allows for the fusion of imprecise and subjective information expressed as linguistic variables or fuzzy numbers. The method produces less imprecise and more realistic overall desirability levels, and thus it rectifies the problem of loss of information. A fuzzy number ranking method that is based on area measurement is used to obtain the final ranking of suppliers. The computational procedure of the proposed framework is illustrated through a supplier selection problem reported in an earlier study.     

Improving weak efficiency frontiers in the fuzzy data envelopment analysis models

Evaluating the performance of activities or organization by common data envelopment analysis models requires crisp input/output data. However, the precise inputs and outputs of production processes cannot be always measured. Thus, the data envelopment analysis measurement containing fuzzy data, called “fuzzy data envelopment analysis”, has played an important role in the evaluation of efficiencies of real applications. This paper focuses on the fuzzy CCR model and proposes a new method for determining the lower bounds of fuzzy inputs and outputs. This improves the weak efficiency frontiers of the corresponding production possibility set. Also a numerical example illustrates the capability of the proposed method.     

Comparison of first aggregation and last aggregation in fuzzy group TOPSIS

The Technique for Order Preference by Similarity to the Ideal Solution (TOPSIS), one of the major multi attribute decision making (MADM) techniques, ranks the alternatives according to their distances from the ideal and the negative ideal solution. In real evaluation and decision making problems, it is vital to involve several people and experts from different functional areas in decision making process. Also under many conditions, crisp data are inadequate to model real-life situations, since human judgments including preferences are often vague and cannot estimate his preference with an exact numerical value. Therefore aggregation of fuzzy concept, group decision making and TOPSIS methods that we denote “fuzzy group TOPSIS” is more practical than original TOPSIS.     

Management of the risk of backorders in a MTO–ATO/MTS context under imperfect requirements

Production systems are often classified according to the way production is released, e.g. make-to-stock (MTS), make-to-order (MTO), assembly-to-order (ATO) or engineer-to-order (ETO). The choice of a type of production depends on the decoupling point between customer and supplier. In some supply chains, like in the aeronautical sector, a customer may work according to a MTO process (since his product is highly specific) while his supplier works with a MTS process (since he delivers variants of standards components). This situation sets specific problems that are seldom considered in the literature, especially when collaboration between actors is required for an efficient management of the supply chain, which is the case when uncertainties are present. In this paper, we propose a method based on fuzzy modelling allowing a customer to choose a plan taking into account the uncertainty on his requirements when he works in MTO–ATO while his supplier is in MTS.     

顾客满意度测评的模糊集合论模型

基于国际通用的顾客满意度测评的计量经济学模型，应用模糊综合评判和模糊推理建立顾客满意度测评的模糊集合论模型，介绍“五一黄金周”旅游市场顾客满意度测评的实证研究。     

Product concept and prototype flexibility in manufacturing: Implications for customer satisfaction

A rapidly changing competitive landscape and dynamic customer expectations require manufacturing firms to seek flexibility in product development. Product concept flexibility (i.e., developing design options) and product prototype flexibility (i.e., creating working models) emerge as effective ways to quickly develop new products that meet competitive challenges and satisfy customer demands. Product concept flexibility enables firms to fully explore various product definitions and ideas. Product prototype flexibility allows firms to gather customers’ feedback and investigate design feasibility. Using data from 273 manufacturing firms, this research tests mediating, moderating, and additive models that relate product concept flexibility, product prototype flexibility, and customer satisfaction. The results indicate that firms with high product concept flexibility are more likely to benefit from prototype flexibility than firms with low product concept flexibility, and that product concept flexibility and product prototype flexibility act independently and additively to predict customer satisfaction.     

A combined approach for fuzzy multi-objective multiple knapsack problems for defence project selection

In this study, a model representing military requirements as scenarios and capabilities is offered. Pair-wise comparisons of scenarios are made according to occurrence probabilities by using the Analytical Hierarchy Process (AHP). The weights calculated from AHP are used as the starting weights in a Quality Function Deployment (QFD) matrix. QFD is used to transfer war fighter requirements into the benefit values of projects. Two levels of QFD matrices are used to evaluate new capability areas versus capabilities and capabilities versus projects. The benefit values of the projects are used in a multi-objective problem (multi-objective multiple knapsack problem) that considers the project benefit, implementation risks and environmental impact as multiple objectives. Implementation risk and environmental impact values are also calculated using the same combined AHP and QFD methodology. Finally, the results of the fuzzy multi-objective goal programming suggest a list of projects that offers optimal benefit when carried out within multiple budgets.     

A fuzzy linear programming based approach for tactical supply chain planning in an uncertainty environment

This paper models supply chain (SC) uncertainties by fuzzy sets and develops a fuzzy linear programming model for tactical supply chain planning in a multi-echelon, multi-product, multi-level, multi-period supply chain network. In this approach, the demand, process and supply uncertainties are jointly considered. The aim is to centralize multi-node decisions simultaneously to achieve the best use of the available resources along the time horizon so that customer demands are met at a minimum cost. This proposal is tested by using data from a real automobile SC. The fuzzy model provides the decision maker (DM) with alternative decision plans with different degrees of satisfaction.     

服务管理目标优化配置的Fuzzy-QFD线性规划模型构建与求解

由于服务管理的复杂性和模糊性,现有方法难以有效解决基于主观语言评价的服务质量改进问题。本文拓展了质量功能展开(QFD)方法在服务业中的应用,通过构建一个模糊线性规划模型,以求解最大化提高顾客需求综合满意度的企业能力优化配置问题。首先基于顾客感知-期望差距的模糊评估确定顾客需求、需求权重和边界约束等模型参数,接着运用模糊线性回归和非对称三角模糊数的隶属函数,将含有模糊变量的模糊线性规划问题转化为经典线性规划问题,进而求得不同模糊条件下的模型解。最后通过网购平台的实例验证了模型的有效性和可行性。     

Extensions of TOPSIS for large scale multi-objective non-linear programming problems with block angular structure

This paper focuses on multi-objective large-scale non-linear programming (MOLSNLP) problems with block angular structure. We extend the technique for order preference by similarity ideal solution (TOPSIS) to solve them. Compromise (TOPSIS) control minimizes the measure of distance, provided that the closest solution should have the shortest distance from the positive ideal solution (PIS) as well as the longest distance from the negative ideal solution (NIS). As the measure of “closeness” L_P-metric is used. Thus, we reduce a q-dimensional objective space to a two-dimensional space by a first-order compromise procedure. The concept of a membership function of fuzzy set theory is used to represent the satisfaction level for both criteria. Moreover, we derive a single objective large-scale non-linear programming (LSNLP) problem using the max–min operator for the second-order compromise operation. Finally, a numerical illustrative example is given to clarify the main results developed in this paper.     

Fuzzy chance constrained linear programming model for optimizing the scrap charge in steel production

Optimizing the charge in secondary steel production is challenging because the chemical composition of the scrap is highly uncertain. The uncertainty can cause a considerable risk of the scrap mix failing to satisfy the composition requirements for the final product. In this paper, we represent the uncertainty based on fuzzy set theory and constrain the failure risk based on a possibility measure. Consequently, the scrap charge optimization problem is modeled as a fuzzy chance constrained linear programming problem. Since the constraints of the model mainly address the specification of the product, the crisp equivalent of the fuzzy constraints should be less relaxed than that purely based on the concept of soft constraints. Based on the application context we adopt a strengthened version of soft constraints to interpret fuzzy constraints and form a crisp model with consistent and compact constraints for solution. Simulation results based on realistic data show that the failure risk can be managed by proper combination of aspiration levels and confidence factors for defining fuzzy numbers. There is a tradeoff between failure risk and material cost. The presented approach applies also for other scrap-based production processes.