Study On External Customer Demand Management For Supply Chain

The competition nowadays turns to between supply chains other than just single enterprises,and external customer demands are the power source for the supply chain.While the uncertainty of the external customer demands will affect the operation of the whole supply chain and provide the enterprises from getting the best effective of the supply chain.Therefore,how to obtain the accurate external customer demands information and manage it effectively is the key factor to enhance the effectiveness of the whole supply chain.The present research on customer demands mostly stay in the side of customers,while the research on product design only concerned about technology and configuration issues,there lack the research of mapping between this two sides.The desperate research on external customer demands make it difficulty to combine with supply chain and also extended the respond time to the demands which could lead to the drop of customer satisfaction.Thus make it necessary to make a in-depth discussion and analysis on the external customer demands on supply chain including the access of external customer demand, mapping the technology demands,how to improve the response and satisfaction to the external customer demands.The description of the external customer demands through natural language often causes some confusion concept.In order to settle the problem of confusion concept,this dissertation modeling the external customer demands through analyze tree based on the concept of customer unit,and decompose the demands through semantic segmentation,semantic transfer and other decomposition principles for clear and specific customer demand units.The dissertation also arranges this customer demands unit through fuzzy cluster. However,it still has great difference between the external customers' point of view and the designers' point of view on the same product.Therefore,the dissertation analyses the transfer and mapping route of the external customer demand.Mapping the external customer demands to the technical demands through the extended HOQ model based on the fuzzy cluster of the customer demand units.Also,the technical demand can be weighted according to the result of fuzzy cluster in order to reflect the differences of the product more clearly.In order to response the external customer demand quickly through the supply chain,the enterprise should improve the product development and shorten the development cycle.Based on the idea of rapid response from the beginning of the supply chain,the dissertation discusses the knowledge search and knowledge reuse in the product designing in order to enhance the ability of knowledge search.The author present the dual-view knowledge search algorithm and multi-dimensional knowledge reuse model based on the point of quickly response to the external customer demands to enhance the efficiency in the use of knowledge and the demand for knowledge in the design process.The satisfaction of external customer is the objective of customer centurial strategic in the supply chain and the analyzing and discuss on external customer demands.Based on the research of customer satisfaction index and the related theory,we found that the changes of the external customer satisfaction on supply chain will affect the result of the customer satisfaction index.Thus,the dissertation present the improved customer satisfaction index model and add external customer demands as one of the value to assess the impact of customer demands for customer satisfaction.The dissertation in-depth research on the external customer demand management on supply chain,access to accurate external customer demands as a starting point for research,construct the mapping between external customer demands and technical demands,and studied how to rapid response to the external customer demands through knowledge management,and discuss the customer satisfaction based on the external customer demands.All these research format the external customer demand management system on supply chain.The innovation points of this dissertation are as follows:(1) Present the concept of customer demand unit and the model of customer demand analysis tree based on the supply chain.The demand unit analysis tree will help the manufactures get the clear and the exact customer demands through demands segmentation rules.(2) Present the extended HOQ model.The dissertation present the extended HOQ model based on the traditional HOQ theory and adds the type information about the external customer demand into the model and weighted the technical demand according to the variety of the customer demand.Also,the author explains the effect of the implementation of the extended HOQ through an example.(3) Present the dual-view knowledge search algorithm;add the customer demand knowledge view to accelerate the search speed.Also,the dissertation set the multi-dimensional knowledge reuse model and analysis the knowledge reuse process and areas in each dimensional.(4) In order to measure the impact of external customer demands to the customer satisfaction,the dissertation present the improved customer demand satisfaction index on the view of external customer on supply chain.