Title :
A methodology based on Fuzzy Extended Quality Function Deployment for determining optimal engineering characteristics in product-service system design
Author :
Shen, Jin ; Wang, Liya
Author_Institution :
Dept. of Ind. Eng. & Logistics Eng., Shanghai Jiao Tong Univ., Shanghai
Abstract :
Manufacturers are now undergoing a transition from only selling tangible products to implementing product-service system (PSS) strategy. A PSS is a marketable set of products and services capable of jointly fulfilling customer needs. The empirical and theoretical contributions have been made in this field, but there is a lack of engineering methods for PSS design. In this paper, the authors define the design parameters of the products and services in a PSS as engineering characteristics (ECs), and develop a systematic approach based on Fuzzy Extended Quality Function Deployment to determine ECs effectively. Fuzzy set theory is applied to deal with the impreciseness and fuzziness of customer needs and other uncertainty on design. The extension of Quality Function Deployment is build to address three major problems in PSS design: There is not appreciate methods for representing service in an engineering way; The mutual relationship between product ECs and service ECs must be explored; It is imperative to harmonize different opinions of the stakeholders in a PSS on the design. Then, the optimal ECs for a PSS are obtained by a mathematical model which maximizes customer satisfaction with limited resource constraints. Consequently, the systematic approach is helpful for companies to develop a customer-centered and affordable PSS. An illustrative example is presented to validate the applicability of the methodology.
Keywords :
customer satisfaction; fuzzy set theory; product design; quality function deployment; customer satisfaction; fuzzy extended quality function deployment; fuzzy set theory; optimal engineering characteristics; product-service system design; Analytical models; Automobiles; Design engineering; Design methodology; Fuzzy systems; Industrial engineering; Logistics; Marketing management; Quality function deployment; Technological innovation; Fuzzy Extended Quality Function Deployment; optimal Engineering Characteristics; product-service system;
Conference_Titel :
Service Operations and Logistics, and Informatics, 2008. IEEE/SOLI 2008. IEEE International Conference on
Conference_Location :
Beijing
Print_ISBN :
978-1-4244-2012-4
Electronic_ISBN :
978-1-4244-2013-1
DOI :
10.1109/SOLI.2008.4686415