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.     

Fuzzy linear programming models for NPD using a four-phase QFD activity process based on the means-end chain concept

Quality function deployment (QFD) is a customer-driven approach in processing new product development (NPD) to maximize customer satisfaction. Determining the fulfillment levels of the “hows”, including design requirements (DRs), part characteristics (PCs), process parameters (PPs) and production requirements (PRs), is an important decision problem during the four-phase QFD activity process for new product development. Unlike previous studies, which have only focused on determining DRs, this paper considers the close link between the four phases using the means-end chain (MEC) concept to build up a set of fuzzy linear programming models to determine the contribution levels of each “how” for customer satisfaction. In addition, to tackle the risk problem in NPD processes, this paper incorporates risk analysis, which is treated as the constraint in the models, into the QFD process. To deal with the vague nature of product development processes, fuzzy approaches are used for both QFD and risk analysis. A numerical example is used to demonstrate the applicability of the proposed model.     

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.     

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 new model and solution method for product line design with pricing

Existing customer preference based product design models do not consider product prices and consumer budgets. These models assume that a purchase is based only on the satisfaction obtained from the product, irrespective of the product price and customer budget. However, when products are expensive relative to buyers' budgets, the effect of prices and budgets must be considered in addition to customer satisfaction. Most current models, moreover, assume that a low preference for one product characteristic is compensated by high preference for another, which may not hold for unacceptable levels of characteristics. For such products, we incorporate prices, budget constraints, and minimum acceptable thresholds in our model. To solve the model we develop a highly accurate, robust and efficient Beam Search (BS) based heuristic that identifies optimal or near optimal product lines. The heuristic is tested on 300 simulated problems and an application. It is also compared to a Genetic Algorithms (GA) based heuristic. We found that our heuristic worked better than the GA heuristic in identifying optimal and near optimal solutions quickly. We also give detailed examples that illustrate the heuristic and demonstrate a pricing analysis application of the model.     

A problem-solving approach to product design using decision tree induction based on intuitionistic fuzzy

Customer complaint problem is a product design used to understand customer requirements. Furthermore, product design corresponding to customer requirement does not feel adequately solved for a cause of problem. The cause of the problem affecting product design is solved to prevent customer complaint from reoccurring. However, the problems by customer may have observation uncertainty and fuzzy. Fuzzy concept considers not only the degree of membership to an accept set, but also the degree of non-membership to a rejection set. Therefore, we present a new approach for problem solving using decision tree induction based on intuitionistic fuzzy sets in this paper. Under this approach, we first develop the problem formulation for the symptoms and causes of the problem based on intuitionistic fuzzy sets. Next, we identify the cause of the problem using intuitionistic fuzzy decision tree by the problem formulation. We then provide the approach to find the optimal cause of the problem for the consideration of product design. A numerical example is used to illustrate the approach applied for product design.     

Optimal Product Line Design: Genetic Algorithm Approach to Mitigate Cannibalization

In this marketing-oriented era where manufacturers maximize profits through customer satisfaction, there is an increasing need to design a product line rather than a single product. By offering a product line, the manufacturer can customize his or her products to the needs of a variety of segments in order to maximize profits by satisfying more customers than a single product would. When the amount of data on customer preferences or possible product configurations is large and no analytical relations can be established, the problem of an optimal product line design becomes very difficult and there are no traditional methods to solve it. In this paper, we show that the usage of genetic algorithms, a mathematical heuristics mimicking the process of biological evolution, can solve efficiently the problem. Special domain operators were developed to help the genetic algorithm mitigate cannibalization and enhance the algorithm’s local search abilities. Using manufacturer’s profits as the criteria for fitness in evaluating chromosomes, the usage of domain specific operators was found to be highly beneficial with better final results. Also, we have hybridized the genetic algorithm with a linear programming postprocessing step to fine tune the prices of products in the product line. Attacking the core difficulty of cannibalization in the algorithm, the operators introduced in this work are unique.     

大规模定制模式下基于三角直觉模糊信息的生产指派问题研究

针对大规模定制模式下生产指派面临的模糊不确定性等问题,探讨如何运用三角直觉模糊数构建生产指派模型进而确定最满意的生产指派方案。首先,运用三角直觉模糊数刻画、设计基于顾客个性化需求与企业产出的相对偏差、产品价格与交货期等影响因素的顾客满意度函数和企业利润函数。其次,建立了兼顾企业利润和顾客满意度的调和函数,据此构建了生产指派模型,并证明该模型有可行解和最优解,然后说明模型的求解方法。最后,通过具体实例说明生产指派模型的求解过程及其有效性、合理性。     

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.     

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.     

基于即时配送和收益激励的众包物流运力调度研究

基于参与众包物流配送模式的人员闲散、积极性不高,以及客户对即时配送要求并非完全刚性的特征,引入模糊时间窗,将客户满意度量化为众包物流配送人员到达客户位置时刻的模糊隶属度函数。在一定客户满意度下,以最大化众包物流配送人员收益为目标,构建了基于即时配送和收益激励的众包物流运力调度问题模型,考虑到机会、逾时、超载惩罚成本,利用带有动态权重的粒子群算法,通过算例验证分析,结果表明该模型在保证客户满意度和提高众包物流配送人员积极性方面具有可行性和有效性。     

A possibilistic decision model for new product supply chain design

This paper models supply chain (SC) uncertainties by fuzzy sets and develops a possibilistic SC configuration model for new products with unreliable or unavailable SC statistical data. The supply chain is modeled as a network of stages. Each stage may have one or more options characterized by the cost and lead-time required to fulfill required functions and may hold safety stock to prevent an inventory shortage. The objective is to determine the option and inventory policy for each stage to minimize the total SC cost and maximize the possibility of fulfilling the target service level. A fuzzy SC model is developed to evaluate the performance of the entire SC and a genetic algorithm approach is applied to determine near-optimal solutions. The results obtained show that the proposed approach allows decision makers to perform trade-off analysis among customer service levels, product cost, and inventory investment depending on their risk attitude. It also provides an alternative tool to evaluate and improve SC configuration decisions in an uncertain SC environment.     

模糊用户需求约束下再使用产品质量改进设计

大多数停用的产品需要按照用户需求进行质量改进后再使用,针对用户对用户属性的要求改进率具有一定的模糊性的问题,应用模糊理论和质量功能配置的方法,以质量改进成本最低为目标建立了质量改进设计的模糊数学规划模型,模糊优化结果即兼顾了用户需求改进约束的满足程度,又考虑了质量改进成本最小,水泵再使用案例表明该方法能帮助质量改进人员规划出模糊用户需求约束下质量改进成本较低的设计方案.     

Logistics network design for product recovery in fuzzy environment

The design of product recovery network is one of the important and challenging problems in the field of reverse logistics. Some models have been formatted by researchers under deterministic environment. However, uncertainty is inherent during the process of the practical product recovery. In order to deal with uncertainty, this paper employs a fuzzy programming tool to design the product recovery network. Based on different criteria, three types of optimization models are proposed and some properties of them are investigated. To solve the proposed models, we design a hybrid intelligent algorithm which integrates fuzzy simulation and genetic algorithm. Finally, several numerical examples are presented to illustrate the effectiveness of the proposed models and algorithm.     

基于交通流的多模糊时间窗车辆路径优化

研究了基于交通流的多模糊时间窗车辆路径问题,考虑了实际中不断变化的交通流以及客户具有多个模糊时间窗的情况,以最小化配送总成本和最大化客户满意度为目标,构建基于交通流的多模糊时间窗车辆路径模型。根据伊藤算法的基本原理,设计了求解该模型的改进伊藤算法,结合仿真算例进行了模拟计算,并与蚁群算法的计算结果进行了对比分析,结果表明,利用改进伊藤算法求解基于交通流的多模糊时间窗车辆路径问题,迭代次数小,效率更高,能够在较短的时间内收敛到全局最优解,可以有效的求解多模糊时间窗车辆路径问题。     

Pricing decisions for substitutable products with a common retailer in fuzzy environments

The pricing problem of substitutable products in a fuzzy supply chain is analyzed by using game theory in this paper. There are two substitutable products produced by two competitive manufacturers respectively and then sold by one common retailer to the consumers. Both the manufacturing cost and the customer demand for each product are characterized as fuzzy variables. How the two manufacturers and the common retailer make their own pricing decisions about wholesale prices and retail prices are explored under four different scenarios, and the corresponding expected value models are developed in this paper. Finally, a numerical example is given to illustrate the effectiveness of the proposed supply chain models.     

基于企业网络舆情的客户满意度分析及管理方法

社交网络平台的迅速发展,促使网络舆情成为企业获取商业情报、扩大竞争优势的重要信息来源。本文针对网络舆情环境下的企业客户关系管理问题展开研究。通过构建企业客户推动式信息反馈模型,描述了企业客户、网络用户与企业网络舆情间的联系,并依据信息反馈模型,提出变尺度聚类算法。该算法将传统聚类方法的求解过程由单一尺度分析扩展到多尺度分析,克服了实际数据聚类应用过程中的聚类结果特征不显著问题。本文选取新浪微博作为数据源,利用企业网络舆情数据集和企业客户数据集进行数据分析实验。实验结果表明,企业可以通过获取与其主营业务相关的网络舆情信息,实现客户满意度预测;同时,变尺度聚类算法结果能够为企业进一步制定销售战略和销售战术提供决策支持。     

Fuzzy goal programming for inventory management: A bacterial foraging approach

An efficient inventory planning approach in today’s global trading regime is necessary not only for increasing the profit margin, but also to maintain system flexibility for achieving higher customer satisfaction. Such an approach should hence be comprised of a prudent inventory policy and clear satisfaction of stakeholder’s goals. Relative significance given to various objectives in a supply chain network varies with product as well as time. In this paper, a model is proposed to fill this void for a single product inventory control of a supply chain consisting of three echelons. A generic modification proposed to the membership functions of the fuzzy goal-programming approach is used to mathematically map the aspiration levels of the decision maker. The bacterial foraging algorithm has been modified with enhancement of the algorithms’ capability to map integer solution spaces and utilised to solve resulting fuzzy multi-objective function. An illustrative example comprehensively covers various decision scenarios and highlights the underlying managerial insights.     

A data mining framework for product and service migration analysis

With new technologies or products invented, customers migrate from a legacy product to a new product from time to time. This paper discusses a time series data mining framework for product and service migration analysis. In order to identify who migrate, how migrations look like, and the relationship between the legacy product and the new product, we first discuss certain characteristics of customer spending data associated with product migration. By exploring interesting patterns and defining a number of features that capture the associations between the spending time series, we develop a co-integration-based classifier to identify customers associated with migration and summarize their time series patterns before, during and after the migration. Customers can then be scored based on the migration index that integrates the statistical significance and business impact of migration customers. We illustrate the research through a case study of internet protocol (IP) migration in telecommunications and compare it with likelihood-ratio-based tests for change point detections.     

考虑模糊时间和成熟度的跨区域鲜果电商配送模型研究

基于现实配送过程中配送时间存在着不确定性,通过配送时间模糊化处理构建出跨区域鲜果电商配送模糊网络流模型,进而根据实际配送时间与期望配送时间的偏离建立顾客满意度函数,然后构建由满意度降低引起的惩罚成本函数,并根据鲜果成熟度变化特性建立带有模糊时间和成熟度的跨区域鲜果电商配送最小成本路线优化模型。在求解过程中利用三种去模糊化方法(重心法、积分法和α-cut法)对模糊时间进行处理,并结合现有的整数规划算法对模型进行求解,得出最佳配送路线并进行对比分析。结果表明:(1)根据鲜果成熟度水平选择适当的配送路线可以有效降低配送成本,保证鲜果品质;(2)在去模糊化方面α-cut法比重心法和积分法所得结果更具有一般性。