【摘要】：基于失效模式與后果分析模型(failure mode and effects analysis,FMEA),并結(jié)合層次分析法(analytic hierarchy process,AHP)和模糊逼近理想排序法(technique for order preference by similarity to an ideal solution,TOPSIS)建立企業(yè)客戶索賠分析改進模型.通過模型中的評價指標(biāo)對客戶發(fā)起索賠的產(chǎn)品故障進行排序,并優(yōu)先分析處理排序靠前的產(chǎn)品故障,以減少其客戶索賠問題,促進企業(yè)的發(fā)展.文中以C公司客戶索賠問題為例,對該企業(yè)的汽車組合儀表故障進行分析.結(jié)果顯示,由于線路板損傷或安裝混亂導(dǎo)致的儀表完全不工作是最嚴重的故障模式,通過對其改善可以極大減少客戶索賠.該結(jié)果與案例公司的期望相符,驗證了提出模型的有效性,能夠為面臨相同問題的企業(yè)提供參考.
[Abstract]:Based on the failure mode and consequence analysis model (failure mode and effects analysis FMEA), combined with Analytic hierarchy process (analytic hierarchy) and fuzzy approximation ideal ranking method (technique for order preference by similarity to an ideal solution TOPSIS), an improved model of enterprise customer claim analysis is established. In order to reduce the customer claim problem and promote the development of the enterprise, the product faults initiated by the customer are sorted by the evaluation index in the model, and the priority is given to dealing with the product faults ahead of the ranking. Taking the customer claim problem of C Company as an example, this paper analyzes the failure of automobile combination instrument in this enterprise. The results show that the failure of the instrument caused by circuit board damage or installation confusion is the most serious failure mode and the customer claim can be greatly reduced by improving it. The results are in line with the expectation of the case company, and verify the validity of the proposed model, which can provide a reference for the enterprises facing the same problem.
【作者單位】： 上海大學(xué)管理學(xué)院;同濟大學(xué)經(jīng)濟與管理學(xué)院;劍橋大學(xué)制造研究院;
【基金】：國家自然科學(xué)基金(71671125)
【分類號】：F274
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本文編號：2154925