Optimization Methods For Quality Design With Considering Diversified Customer Demands

With the development of social economy and culture,customer demand has become diversified.Designing products and services that meet the needs of different customers is one of the key factors to winning the marketing.To develop products that meet customer needs with limited resources,and to improve product quality become the core issues of produce design.The existing product improvement methods mainly aime at the improvement of a single product,and the quality of the product is measured by customer satisfaction.For multi-products,improving the product with the quality measurement index of customer satisfaction can not maximize the use of resources and increase the product purchase rate.So this requires us to further study the quality measurement system of multiple products.On the other hand,service is one of the special forms of the product,and is non-storable and perishable.Service failure is inevitable,so designing a reasonable and effective service recovery is an important way to restore the loss of customer satisfaction and make customer loyalty.At present,the research on service quality is not deep enough.Most of them are qualitative analysis.The research on service recovery is not systematic enough and has not been quantitatively studied.And with the development of the manufacturing industry,products and services are gradually showing an interdependent trend to better meet customer needs.Therefore,the design of product service system quality has become an important aspect in current research.However,the current product service system for single product and single service combination can't satisfy the needs of diverse customers'requirements.Based on this background,this thesis studies the multi-product design,multi-service remediation design and multi-product service system design based on the background of diversified customer demand.The purpose is to help enterprises to make decisions and finally to obtain maximum profits under limited resources.The main contributions are as follows:(1)Based on the background of diversified customer needs,this thesis analyzes the shortcomings of the average satisfaction degree as the quality measurement system in the existing research,and proposes a new quality measurement system which is based on the loyalty and complaint rate to improve the product quality.QFD method which designs product quality from the perspective of customer demand and KANO model are used to analyze the characteristics of product engineering characteristics,highlight the characteristics of multiple products and meet the needs of diverse customers.So the multi-product design method and optimization model based on QFD and KANO models are proposed.Based on this model,a particle swarm optimization algorithm with the strategy of random walk is proposed.And a small-scale case is used to illustrate the feasibility of the method.The significance of the new model is illustrated by the comparison with the previous model.(2)Combined with relevant theoretical research,the model of service remediation is proposed.The multi-service remediation optimization model is proposed by using QFD method.And according to the characteristics of the model,the genetic algorithm is proposed.Through empirical research and empirical analysis,the feasibility of the method and the validity of the model are verified.(3)Based on the existing product service system research of the combination of single product and single service,the product service system design optimization model based on QFD method is proposed.The method combines the proposed multi-product and multi-service quality design methods to analyze the complex relationship between multiple products and multiple services by using QFD.Finally,the feasibility of the method is verified by a smallscale case.