Research on customer requirements driven scheme decision-making of product service system

Zhongqi Sheng, Yazi Wang, Shujian Zhang

COMPUTER MODELLING & NEW TECHNOLOGIES 2014 18(12C) 1074-1082

School of Mechanical Engineering & Automation, Northeastern University, Shenyang 110819, P. R. China

Product service system development aims at making manufacturing enterprises adapt to globalized market development trend, and provide overall solutions to meet personalized customer requirements. Conceptual design process of product service system development is very complicated and time-consuming. As the key process of conceptual design, scheme decision-making directly affects the efficiency and success rate of product service system development. According to the classification result of customer requirements, this paper establishes the indicator system of scheme decision-making of CNC machine tools product service system. For the quantitative indicators, entropy weight method is used to determine its objective weight, AHP method is used to determine its subjective weight, and combined weight method is used to determine the comprehensive weight. For the qualitative indicators, fuzzy AHP is used to determine the weights. Finally, this paper uses improved TOPSIS method based on fuzzy Kano model to carry out schemes sorting for CNC machine tools product service system. Taking ETC series horizontal CNC machine tools as an example, the proposed method is verified.