本文選題：工業(yè)產(chǎn)品服務(wù)　切入點(diǎn)：需求識別　出處：《上海交通大學(xué)》2014年博士論文　論文類型：學(xué)位論文

【摘要】：隨著競爭的加劇和客戶需求的多樣化，低附加值的制造業(yè)已經(jīng)不能滿足市場和環(huán)境發(fā)展的要求，導(dǎo)致制造企業(yè)的利潤逐漸下降。為了獲得可持續(xù)的發(fā)展和盈利，，許多制造企業(yè)開始從產(chǎn)品制造商向工業(yè)產(chǎn)品服務(wù)商轉(zhuǎn)型。它們通過提供基于產(chǎn)品的高價值服務(wù)解決方案來滿足客戶多樣化、個性化的需求，同時還可以達(dá)到合理利用資源、減輕環(huán)境污染和增加社會就業(yè)等目的。然而，目前關(guān)于工業(yè)產(chǎn)品服務(wù)（簡稱“產(chǎn)品服務(wù)”）的研究大多仍然集中在服務(wù)戰(zhàn)略、商業(yè)模式等層面的理論研究，缺乏有效的產(chǎn)品服務(wù)方案設(shè)計技術(shù)和方法，不利于制造業(yè)服務(wù)轉(zhuǎn)型戰(zhàn)略的成功實施。因此，本文在分析國內(nèi)外研究現(xiàn)狀和先進(jìn)企業(yè)實踐的基礎(chǔ)上，圍繞產(chǎn)品服務(wù)方案設(shè)計的關(guān)鍵問題，開展了以下研究： (1)產(chǎn)品服務(wù)方案的設(shè)計框架。在定義相關(guān)概念的基礎(chǔ)上，提出了一個較為系統(tǒng)的工業(yè)產(chǎn)品服務(wù)方案的設(shè)計框架，并給出了支持框架的設(shè)計流程和關(guān)鍵技術(shù)，為工業(yè)產(chǎn)品服務(wù)設(shè)計人員提供具體的指導(dǎo)和參考。 (2)產(chǎn)品服務(wù)的客戶需求識別與分析。提出了基于工業(yè)客戶活動周期的服務(wù)需求識別方法，分析了客戶使用產(chǎn)品前、中、后各階段的活動及相關(guān)利益方，全面獲取客戶的服務(wù)需求；提出了基于粗糙群層次分析法的需求重要度分析方法，以便降低客戶需求重要度決策過程中的主觀性、模糊性和不確定性因素影響，為后續(xù)設(shè)計提供準(zhǔn)確的輸入信息。 (3)需求轉(zhuǎn)化及服務(wù)技術(shù)特性沖突解決。利用服務(wù)功能特性場景圖獲取服務(wù)技術(shù)特性之后，提出了基于粗糙灰色關(guān)聯(lián)分析的服務(wù)質(zhì)量屋模型，實現(xiàn)了客戶需求到服務(wù)技術(shù)特性的關(guān)系映射，以便降低映射過程中不確定性因素的影響。提出了基于多粒度混合語言決策的沖突識別方法、標(biāo)準(zhǔn)服務(wù)屬性、面向工業(yè)產(chǎn)品服務(wù)的沖突解決矩陣和服務(wù)發(fā)明原理，以便解決潛在的服務(wù)設(shè)計沖突，減少沖突解決方案制定的隨機(jī)性。 (4)產(chǎn)品服務(wù)模塊化。提出了基于工業(yè)產(chǎn)品服務(wù)藍(lán)圖的服務(wù)構(gòu)件識別方法。在服務(wù)構(gòu)件識別的基礎(chǔ)上，利用基于模糊樹圖理論的模塊構(gòu)建方法得到不同的服務(wù)模塊化方案；提出了基于主、客觀權(quán)重集成的模糊逼近理想解法對不同的服務(wù)模塊化方案進(jìn)行評選，得到合理的服務(wù)模塊化方案，以便增強(qiáng)產(chǎn)品服務(wù)方案的設(shè)計效率。 (5)產(chǎn)品服務(wù)方案的配置優(yōu)化和方案選擇。建立了工業(yè)產(chǎn)品服務(wù)配置的多目標(biāo)優(yōu)化模型，并利用基于改進(jìn)的非支配排序遺傳算法對模型進(jìn)行求解，獲得工業(yè)產(chǎn)品服務(wù)方案的配置優(yōu)化集；提出了基于粗糙逼近理想解法的服務(wù)方案決策模型，得到最能滿足客戶需求的工業(yè)產(chǎn)品服務(wù)配置方案，以便增強(qiáng)工業(yè)產(chǎn)品服務(wù)提供商的快速、低成本地滿足客戶的個性化需求的能力。 本文先通過空壓機(jī)服務(wù)的案例分章驗證了所提方法和技術(shù)的可行性和有效性。為了全面系統(tǒng)地驗證方法的通用性，最后又將其整體應(yīng)用于電梯服務(wù)設(shè)計中，驗證結(jié)果顯示，本研究可以為工業(yè)產(chǎn)品服務(wù)設(shè)計提供一定的參考和借鑒。
[Abstract]:With the diversification of competition and customer demand, low value-added manufacturing has been unable to meet the requirements of the development of the market and the environment, resulting in manufacturing enterprise profits decreased. In order to achieve sustainable development and profitability, many enterprises began to transition from the manufacturer to the industrial product service providers. They provide high value service products based on the solutions to meet customer demand for personalized, diversified, but also can achieve the rational use of resources, reduce environmental pollution and increase social employment. However, the industrial product service (hereinafter referred to as "service products") most of the research is still concentrated in the service strategy, theory of business model and other aspects of the lack of products and services design technology and effective method, is not conducive to the manufacturing industry service transformation strategy successfully. Therefore, based on the analysis of domestic and foreign On the basis of the research status and the advanced enterprise practice, the following research is carried out on the key issues of the product service plan design.
(1) the design framework of product service scheme. Based on the definition of related concepts, proposes a design framework for systematic industrial products and service solutions, and gives the design process and the key technical support framework, provide guidance and reference for the design of specific service personnel of industrial products.
(2) customer needs identification and analysis of products and services. The service demand recognition method of industrial customer activity cycle based on the analysis of the customer before using the product, after each stage of the activities and stakeholders, comprehensive access to customer service; put forward the analysis of important degree analysis method needs rough group based on the level of customer demand, in order to reduce the importance of the decision making process of subjectivity, fuzziness and uncertainty factors, provide accurate input information for subsequent design.
(3) the technical characteristics and service needs into conflict resolution. After obtaining the service characteristics of the service function of scene graph and proposed service quality analysis of rough house model based on gray correlation, realizes the mapping relationship of customer demand and service characteristics, in order to reduce the influence of uncertain factors in the process of mapping the conflict is proposed. Recognition method of multi granularity linguistic decision based on the standard of service attributes, for industrial products and services to solve the conflict matrix and service invention principle, in order to solve the potential conflict of service design, random reduce conflict solution formulation.
(4) product service modular is proposed. The service component identification method of industrial products based on the service blueprint. Based on service component identification, using fuzzy tree graph theory method to get the service modules to build a modular scheme based on different; based on the main objective weight, integrated fuzzy TOPSIS method on the selection of service the module of different programs, service modular program reasonable, so as to enhance the efficiency of product design services.
(5) select the configuration optimization and scheme of service. To establish the multi-objective optimization model of service configuration of industrial products, and the use of non dominated sorting genetic algorithm to solve the model based on the improved industrial product service scheme configuration optimization is proposed based on rough set; approximation service decision making model of TOPSIS. Get the most able to meet customer demand for industrial products and services configuration, so as to enhance the industrial product service provider for fast, low-cost ability to meet the personalized needs of customers.
This article first through the air compressor service case chapter to validate the feasibility and effectiveness of the methods and techniques. In order to universal comprehensive system verification method, and finally the whole design is applied to elevator service, the results show that this research can provide a reference for the design of industrial products and services.

【學(xué)位授予單位】：上海交通大學(xué)
【學(xué)位級別】：博士
【學(xué)位授予年份】：2014
【分類號】：TB47

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