Approaches Of Interactive Acquisition And Process Of Customer Need Information For Mass Customization Of Consumer Electromechanical Products

With the increasingly fierce market competition of consumer electromechanical products and the continuous differentiation of market demand, more and more consumer electromechanical products manufacturers start to adopt or have already adopted the model of mass customization to gain market competitiveness by providing consumers with customized and personalized products. The main purpose of this dissertation is to solve the acquiring and processing problem of customer need information for mass customization of consumer electromechanical products.First, considering the heterogeneity of customer skills of expressing needs, the dissertation studies the issue of customer need information acquisition for consumer electromechanical products. For some products (such as computer, motorcycle, automobile, etc.), different customers'(or consumers') familiarity and understanding of the products varies severely because of their different personal qualifications of professional and social experience, which leads to the heterogeneity of customer skills of expressing needs. Therefore, it necessary to provide differrent customer appropriate interaction under Web environment in need information acquisition according to their skills of expressing needs. In view of this, the thesis studies a need acquisition approach for heterogeneous customers. The interaction process of need acquisition can be customized for each customer by carrying out following six steps: acquisition of customer personal characteristics and need scenarios, feature reasoning analysis, fuzzy weighted calculation, confidence threshold detection, feedback and need expression, and defuzzification. Precise customer needs are outputted at last. Finally, the practicability of the approach is tested and verifed by an application case of scooter.Secondly, the dissertation studies the issue of transformation of semi-structured customer need information (SCN) for consumer electromechanical products. For ordinary consumers (non-professional customers) in need interaction under Web environment, it is difficult for them to express their needs in a structured way through selecting the options of product modules, functional characteristics and technical parameters. Actually, they often hope to express their needs in a semi-structured way through fuzzy semantics to describe the product characteristics and demand characteristics which they concern. In view of this, an expressing and transforming approach for SCN is studied. The mathematical description approach of SCN and the formal description approach of SCN transforming problem are presented, and then the architecture of the SCN transformation is constructed. This architecture is composed by four steps: fuzzy semantic analyzing, intelligent fuzzy reasoning, weighted optimizing, and defuzzification. Precise product functional requirements satisfying SCN are outputted at last. Finally, the practicability of the approach is tested and verifed by an application case of two-wheeled motorcycle.Finally, the dissertation studies the issue of structuralization of unstructured customer needs information (UCN) for consumer electromechanical products. Customers (ordinary consumers) are usually unfamiliar with consumer electromechanical products, and it difficult for them to express their needs through structured and semi-structured way in need interaction under Web environment. Therefore, if we can allow customers to use unstructured natural language way (such as phrases and statements) to describe their needs, will not only increase customer satisfaction of need interaction process, but also facilitate access to the real needs of customers. In view of this, the method for UCN structuralization is studied. Firstly, Customer need ontology (CNO) and the structured description approach of UCN are presented, and the architecture of UCN structuralization is constructed. The process of UCN structuralization is composed by two key stages which are UCN structurizing and fuzzy consistency testing. The former stage includes three steps: sentence pattern matching, structurizing reasoning and fuzzy analyzing. And the latter stage consistes of constraint testing and conflict testing of fuzzy attribute values. Structured customer needs satisfying fuzzy consistency are outputted at last. Finally, the practicability of the approach is tested and verifed by an application case of two-wheeled motorcycle.