The Customer Requirement Driven Product Service System For Aviation Maintenance Repair And Overhaul Services

As a consequence of the increasing challenges from global operation, sustainable development and environment regulations, manufacturing enterprises which just rely on price and quality as their enterprises’ competitive factors have been unable to cope with the fierce market competition. Manufacturing enterprises around the world have made significant efforts to provide high value added services in addition to their traditional product development and manufacturing business. As a function-oriented business strategy, Product Service System integrates product developers with suppliers, manufacturers, retailers, customers/consumers throughout the entire product life cycle. Compared to traditional business model, Product Service System gives the possibility to establish closer and longer relationships with customers, provides value through more customization and higher quality, reduces waste of resource, labour and costs, and obtains feedback from the use phase back to the design and manufacturing phase.This research object of this thesis is customer requirement oriented product service system. The opportunities abound for the application of PSS in aviation maintenance, repair and overhual are discussed, a Product Service System based on product life cycle theory is proposed, and the architecture and key technologies of the proposed PSS are analyzed. The main research contents in this thesis are as follows:Firstly, the opportunities abound for the application of PSS in aviation maintenance, repair and overhual are discussed. After the analysis of different views of life cycle theory from three mainly stakeholders in aviation manufacturing industry, a Product Service System based on life cycle theory is proposed. The architecture and major function of the proposed PSS are discussed. The general approach of providing supports and services by the proposed PSS is described, as well as the key technologies.Secondly, the specialties and needs of MRO service are studied. A new aviation MRO service model is proposed by analyzing the current limitations of the MRO service model. The sharing and reuse of information and knowledge among the stakerholders in aviation MRO service are studied to ensure the operation of MRO activities successfully completed. Product models are built by analyzing the aeroengine’s physical model, function model, and interaction model. Service model is built by analyzing the service activity’s function, input and output flows, and constrains. The MRO models will be used to help service engineers analyze customer requirements, and acquire engineering characteristics. Meanwhile, they will be used to support knowledge engineers to build the ontology domain, as well as knowledge acquiring and representation.Thirdly, to solve the problem that customer requirements could’t be acquired and represent easily, a laddering methdology-based customer requirement acquire method is proposed. A Kano model-based customer requirement classification method is proposed, which is considered the different views between customer and product development engineer. A quantitative Kano model is proposed to solve the problem that the important degree of customer requirements is greatly influenced by design engineers’subjective factors in traditional Kano method.Fourthly, three acpects of Knowledge are proposed by analyzing the MRO service activities, e.g. MRO service oriented customer knowledge, MRO service oriented product knowledge, MRO service oriented service knowledge. To solve the problem that knowledge couldn’t be discovered and reused easily during product service activities, the needs of knowledge representation in the process of product service are discussed. An ontology-based knowledge representation method for product service process is proposed to better semantic describe the product service knowledge. An ontology-based knowledge representation framework is developed for the reuse of knowledge unambiguously, which realizes the knowledge originated from the service process and served service process.Fifthly, the evaluating system for customer requirement oriented product service system is studied. To solve the problem that customers expect that multiple targets obtain optimal performance in the given feasible region, a customer requirement oriented product service evaluation model is proposed. After the analyzing of the meaning of every evaluation index, an evaluation method of product service strategy optimization based on the gray theory and fuzzy muster is proposed and the evaluation for every index is realized. Through the calculation of grey relational coefficient, fulfill the analysis to evaluation index. As to non-technical index, A Kano model based methodology is used to solve the problem that the important degree of index is greatly influenced by design engineers’subjective factors in traditional evaluation method. As to technical index, using improved QFD method to calculate the importance of index.Finally, System intergation realization mechanism based on Web service is proposed. On the basis of above research, a prototype system of customer requirement oriented PSS is developed. The implementation environment and realization method are stated.