【作者】 谭远玲；

【导师】 褚学宁；

【作者基本信息】 上海交通大学 ， 管理科学与工程， 2012， 硕士

【摘要】 为了应对激烈的市场竞争,产品提供商开始寻求通过附加服务提升产品价值,而服务提供商也试图通过提供高质量的产品来提升服务价值,产品和服务之间的壁垒逐渐消失,在这一背景因素下,产品服务系统的理念应运而生。它以满足顾客需求为出发点,通过产品和服务的组合设计来提升顾客满意度,降低资源消耗,实现经济的可持续发展。本文主要面向产品服务系统的概念设计过程,提出了由顾客需求域、工程特性域和系统方案域构成的以产品为核心的产品服务系统概念设计框架,将产品服务系统概念设计问题转化为三个域间的逐层映射问题。并在此基础上,重点研究了顾客需求域向工程特性域的映射传递问题。为了保证产品服务系统设计中顾客需求向工程特性的有效传递,本文改进了质量功能展开中顾客需求重要度的计算方法,并且在产品质量功能展开优化模型基础上提出了产品服务系统的工程特性优化模型。针对传统的顾客需求重要度计算主观性强、可实施性差,忽视市场竞争情况等缺点,提出了粗糙集数据约简和重要度绩效分析法相结合的顾客需求重要度计算方法。针对产品服务系统工程特性优化模型中产品与服务混合,连续型变量和离散型变量混合,且产品工程特性与服务工程特性间的关系复杂这些特点,提出了一种包含连续型产品工程特性、离散型产品工程特性、连续型服务工程特性和离散型服务工程特性的混合优化模型。本研究为产品服务系统的概念设计研究提供了理论框架,为顾客需求向产品工程特性和服务工程特性的有效传递与分配提供了方法支持。并结合企业实践将本文提出的技术方法应用到等离子体增强化学气相沉积设备这一大型设备的产品服务系统设计中,帮助企业的设备研发取得了很大进展。更多还原

【Abstract】 In order to cope with the fierce market competition, product providers beginto seek for additional services to promote the value of products, and serviceproviders are also trying to provide high quality products to enhance the value ofservices. The barrier between products and services is gradually disappeared. Inthis background, the concept of Product Service System emerges as the timesrequire. It is focused on customer requirements, through the combination designof products and services to promote the customers’ satisfaction, reduce theconsumption of resources, and realize the sustainable development of theeconomy.This article mainly studied Product Service System conceptual designprocess. A product service system design framework was put forward, whichconsisted of customer demands domain, engineering characteristics domain andsystem solution domain. The conceptual design process of product servicesystem was transformed into a three domains layer mapping problem. On thisbasis, the domain to domain mapping problem of customer demand and engineering characteristics is the focus of this article. In order to ensure theeffective transmission from customer demands to engineering characteristics inProduct Service System design, a new improved method to calculate theimportance of customer demands of Quality Function Deployment was proposed,and a product service system engineering characteristics optimization model wasput forward based on product engineering characteristics Quality FunctionDeployment optimization. In the traditional calculation for customer demands’importance, there are still some disadvantages, such as strong subjectivity,hardly carried out, ignoring market competition situation and so on. Therefore, amodificatory method for the calculation of customer requirements importancewas put forward, combining rough set data reduction and importanceperformance analysis. The engineering characteristics optimization model ofProduct Service System is mixed of product engineering characteristics andservices engineering characteristics, and the relationship between productengineering characteristics and services engineering characteristics iscomplicated. According to this reason, a hybrid optimization model wasproposed, which could deal with mixture objects of products continuousvariables, products discrete variables, services continuous variables, and servicediscrete variables.The study established a new framework for Product Service System concept design, and provided method support for the effective transferring anddistribution from customer demands to product engineering characteristics andservices engineering characteristics. The proposed method was applied in anenterprise PSS case of Plasma Enhanced Chemical Vapor Deposition, whichhelp the enterprise to achieve great success in equipment research and designstage.更多还原