基于共识决策-DEMATEL-QFD模型的PSS技术特性重要度分析

Analysis of PSS Technical Characteristics Importance Degrees Based on CDM-DEMATEL-QFD

摘要:

产品服务系统的交互性，导致其需求、技术特性之间存在较强的相关性及自相关性；同时多利益相关方参与性，导致其在需求分析及转化、技术特性分析过程中存在一定的冲突，而现有技术特性重要度研究缺乏对需求与技术特性的自相关性及两者之间相关性、评价信息冲突协调的考虑，为此提出基于共识决策-DEMATEL-QFD模型的产品服务系统技术特性排序方法。采用二元语义术语集(Double hierarchy linguistic term set, DHLTS)处理质量功能展开（Quality Function Deployment ，QFD）中利益相关方的评价信息；通过共识决策（Consensus Decision-making，CDM）来协调利益相关方评价值之间的冲突；采用决策试验与试验评估法（Decision-making Trial and Evaluation Laboratory，DEMATEL）综合考虑产品服务系统（Product Service System, PSS）内所有元素之间的直接与间接影响关系；最后结合给定的利益相关方需求的重要度，基于QFD模型实现从利益相关方需求到产品服务系统技术特性的转换，确定技术特性的重要度。以智能家居产品的技术特性重要度计算为例验证模型的有效性。

关键词:产品服务系统;利益相关方;技术特性重要度排序;决策实验与实验评法;共识决策理论;质量功能展开

Abstract:

The interactivity of the product service system leads to the strong correlation and autocorrelation between its demand and technical characteristics. The multi-stakeholder participation leads to certain conflicts in the process of demand analysis and transformation, technical characteristics analysis, and the existing technical characteristics importance research lacks the autocorrelation of demand and technical characteristics and the correlation between the two and the coordination of the conflict of evaluating information. In this regard, a method for ranking technical characteristics of product service system based on consensus decision-making-DEMATEL-QFD model. Double hierarchy linguistic term set (DHLTS) is used to process the evaluation information of stakeholders in Quality Function Deployment (QFD); Consensus Decision- making (CDM) is used to coordinate the evaluation information of stakeholders in QFD; Decision-making Trial and Evaluation Laboratory (DEMATEL) to synthesize the direct and indirect influences between all elements in the Product Service System (PSS). Finally, the importance of technical characteristics is determined by combining the importance of the given stakeholder needs and realizing the conversion from stakeholder needs to technical characteristics of the PSS based on the QFD model. The effectiveness of the method is verified by taking the calculation of the importance of technical characteristics of smart home products as an example.

Key words:Product-service system; Stakeholders; Technical Characteristics Importance Degrees; Decision-making Trial and Evaluation Laboratory; Consensus decision-making;Quality Function Deployment