关键词: 质量功能展开, 顾客需求, 重要度, 语言变量, 不确定语言变量, 多粒度, 产品设计

Abstract: Customers'judgments in the early stage of new product development were often presented with multi-granularity linguistic information, and mixed with certain and uncertain linguistic variables. To deal with this problem, a method was proposed to determine the importance ratings of the customer requirements in Quality Function Deployment (QFD) under complex linguistic information environment. Customers'linguistic assessment information obtained from market investigation was represented by suitable linguistic terms.Some transformation functions were used to unify the multi-granular linguistic labels into a uniform linguistic label set. Then, a method based on the relative ideal solution was presented to process the mixed types'linguistic variables, and the fundamental importance of the customer requirements was determined. Furthermore, the market competitiveness information such as the improvement ratio, the Kano's category of the customer requirements, and the “sale points” were also considered to correct the fundamental importance so as to determine the final importance ratings of the customer requirements. Finally, the feasibility and the effectiveness of this method were illustrated by a real-world case of fiberglass product.

Key words: quality function deployment, customer requirements, importance ratings, linguistic variables, uncertain linguistic variables, multi-granularity, product design