基于模糊KANO模型的产品迭代和服务创新研究

Research on Product Interation and Service Innovation Based on Fuzzy KANO Model

摘要:

为平衡产品迭代和服务创新中需求繁杂与时间有限、资源不足之间的矛盾，本研究提出了一种基于模糊Kano模型的产品迭代和服务创新需求分析方法。首先分析了需求的获取途径，其次基于模糊Kano模型判定需求要素类别并进行筛选，然后引入最小二乘法下的熵权-层次分析法确定需求要素的初始重要度，再结合Kano模型权重调整系数计算出需求要素的最终重要度。最后以美团外卖为例，验证了方法的科学性。这种方法有利于产品迭代和服务创新中科学决策。

Abstract:

In order to balance the conflicts between the product iteration and service innovation involving the complex demand, the limited time and the insufficient resources, this paper proposed a product iteration and service innovation demand analysis method based on the fuzzy Kano model. Firstly, the acquisition path of the demand was analyzed. Secondly, demand factor categories was determined and then screened based on the fuzzy Kano model, then the entropy weight-AHP method in the least square method was introduced to determine the initial importance degree of demand factors, and then the final importance degree of demand factors was calculated by adjusting coefficient according to the weight in Kano model. Finally, we are taking Meituan takeaway as an example and show that the method is scientific. The proposed method facilitates scientific decision making in product iterations and service innovation.