基于模糊QFD和TRIZ的道路客運(yùn)服務(wù)創(chuàng)新研究
發(fā)布時(shí)間：2019-01-01 12:29
【摘要】：隨著經(jīng)濟(jì)結(jié)構(gòu)的升級和知識經(jīng)濟(jì)時(shí)代的到來,服務(wù)業(yè)已經(jīng)成為世界經(jīng)濟(jì)增長的主要推動(dòng)力,發(fā)達(dá)國家的服務(wù)業(yè)在就業(yè)和GDP中的比重達(dá)2/3以上。不僅在國家競爭力層次和產(chǎn)業(yè)層次上服務(wù)創(chuàng)新具有重要意義,微觀企業(yè)層次的服務(wù)創(chuàng)新也正逐步凸顯其重要性,創(chuàng)新已成為服務(wù)產(chǎn)業(yè)競爭力的重要來源。 基于以上的對服務(wù)創(chuàng)新重要性的認(rèn)識,并結(jié)合導(dǎo)師的課題,本文將應(yīng)用于技術(shù)創(chuàng)新領(lǐng)域的質(zhì)量機(jī)能展開(QFD)和發(fā)明問題解決理論(TRIZ)引入服務(wù)業(yè)中,針對服務(wù)的特殊屬性,拓展兩種方法的應(yīng)用范圍,提出基于模糊QFD和TRIZ理論的服務(wù)創(chuàng)新方法。論文選取服務(wù)范圍中的客運(yùn)服務(wù)作為研究方向,嘗試在模糊QFD和TRIZ理論的基礎(chǔ)上對客運(yùn)服務(wù)的方法創(chuàng)新進(jìn)行探索性的研究。 雖然在產(chǎn)品設(shè)計(jì)領(lǐng)域內(nèi)應(yīng)用廣泛的質(zhì)量機(jī)能展開(QFD)和發(fā)明問題解決理論(TRIZ)分別拓展了各自的應(yīng)用范圍,證明其在服務(wù)產(chǎn)品設(shè)計(jì)方面仍具有其有效性。但在對應(yīng)用于服務(wù)業(yè)的QFD和TRIZ考量后,研究發(fā)現(xiàn)QFD雖能夠有效地對顧客的需求進(jìn)行層層分解,直至服務(wù)措施的提出,但QFD工具所提供的解決措施創(chuàng)新性不足,需要研究人員利用經(jīng)驗(yàn)進(jìn)行處理。TRIZ工具雖然能在發(fā)明創(chuàng)造原理的提示下,獲得有益的提示,但其對矛盾的定義也依賴于設(shè)計(jì)人員的經(jīng)驗(yàn),技術(shù)參數(shù)與服務(wù)屬性之間的差別也沒有得到有效的彌補(bǔ)。就是說,在針對服務(wù)業(yè)進(jìn)行改造以后,兩種有效的方法仍未能解決其自身的矛盾。 TRIZ矛盾的沖突發(fā)現(xiàn)過程,是通過對問題的定性描述來完成的,它可以有效地解決“怎么做”的問題。其它的設(shè)計(jì)理論,特別是質(zhì)量功能展開法,恰恰能解決“做什么”的問題。所以,將兩者有機(jī)地結(jié)合,發(fā)揮各自的優(yōu)勢,將有助于服務(wù)產(chǎn)品創(chuàng)新。研究結(jié)論也顯示,模糊QFD/TRIZ的集成是有效的,能夠在顧客需求的驅(qū)動(dòng)下,獲得創(chuàng)新性的問題解決方法。
[Abstract]:With the upgrading of economic structure and the arrival of the era of knowledge economy, the service industry has become the main driving force of world economic growth. The proportion of service industry in employment and GDP in developed countries is more than 2 / 3. Service innovation is of great significance not only at the level of national competitiveness and industry, but also at the level of micro-enterprises, which has become an important source of service industry competitiveness. Based on the above understanding of the importance of service innovation and the subject of tutor, this paper introduces (QFD) and (TRIZ), which are applied in the field of technological innovation, to the service industry, aiming at the special attributes of service. The service innovation method based on fuzzy QFD and TRIZ theory is proposed. In this paper, passenger service in service scope is selected as the research direction. Based on fuzzy QFD and TRIZ theory, this paper attempts to explore the innovation of passenger service method. Although the (QFD) which is widely used in the field of product design and the problem solving theory of invention (TRIZ) have expanded their respective application scope respectively, it has proved its validity in the field of service product design. However, after considering the QFD and TRIZ used in service industry, it is found that QFD can effectively decompose the customer's needs until the service measures are put forward, but the solutions provided by QFD tools are not innovative enough. Researchers need to use experience to deal with it. While the TRIZ tool can get useful tips on the principles of invention and creation, its definition of contradictions also depends on the designer's experience. The difference between technical parameters and service attributes has not been effectively compensated. That is to say, after reforming the service industry, the two effective methods still fail to solve their own contradictions. The conflict discovery process of TRIZ is accomplished by qualitative description of the problem, which can effectively solve the problem of "how to do". Other design theories, especially quality function expansion, can solve the problem of what to do. Therefore, the organic combination of the two, play their respective advantages, will be conducive to service product innovation. The research results also show that the integration of fuzzy QFD/TRIZ is effective and can be driven by customer demand to obtain innovative problem solving methods.
【學(xué)位授予單位】：昆明理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F542.6
[Abstract]:With the upgrading of economic structure and the arrival of the era of knowledge economy, the service industry has become the main driving force of world economic growth. The proportion of service industry in employment and GDP in developed countries is more than 2 / 3. Service innovation is of great significance not only at the level of national competitiveness and industry, but also at the level of micro-enterprises, which has become an important source of service industry competitiveness. Based on the above understanding of the importance of service innovation and the subject of tutor, this paper introduces (QFD) and (TRIZ), which are applied in the field of technological innovation, to the service industry, aiming at the special attributes of service. The service innovation method based on fuzzy QFD and TRIZ theory is proposed. In this paper, passenger service in service scope is selected as the research direction. Based on fuzzy QFD and TRIZ theory, this paper attempts to explore the innovation of passenger service method. Although the (QFD) which is widely used in the field of product design and the problem solving theory of invention (TRIZ) have expanded their respective application scope respectively, it has proved its validity in the field of service product design. However, after considering the QFD and TRIZ used in service industry, it is found that QFD can effectively decompose the customer's needs until the service measures are put forward, but the solutions provided by QFD tools are not innovative enough. Researchers need to use experience to deal with it. While the TRIZ tool can get useful tips on the principles of invention and creation, its definition of contradictions also depends on the designer's experience. The difference between technical parameters and service attributes has not been effectively compensated. That is to say, after reforming the service industry, the two effective methods still fail to solve their own contradictions. The conflict discovery process of TRIZ is accomplished by qualitative description of the problem, which can effectively solve the problem of "how to do". Other design theories, especially quality function expansion, can solve the problem of what to do. Therefore, the organic combination of the two, play their respective advantages, will be conducive to service product innovation. The research results also show that the integration of fuzzy QFD/TRIZ is effective and can be driven by customer demand to obtain innovative problem solving methods.
【學(xué)位授予單位】：昆明理工大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：F542.6
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