Study On Decision-making Technology Of Product Service System Driven By Customer Requirements

Facing the servitization of global manufacturing and increasingly fierce market competition, the manufacturing enterprises of CNC machine tools have to transform from the production manufacturing to service-oriented manufacturing in order to improve its comprehensive competitiveness. Product Service System (PSS), a new design concept and production system paradigm, arises under this environment influence.Products and services need to be considered at the same time while the product service system is designed. Therefore, it is an extremely complex and time-consuming process. Decision making is the key process and directly affect the efficiency and success rate of the product service system design. However there are few study on the decision-making of product service system, and lack of effective and systematic decision-making technology of product service system. Therefore, it has important theoretical significance and practical value to research the decision-making technology of CNC machine tools product service system. The main contents of this thesis are outlined as follows:(1) Analyzed the characteristics of decision-making of CNC machine tools product service system and the problems of traditional decision-making, set up the decision-making model using a variety of decision-making methods and aimed at solving the problem of complicated and difficult decision-making process of CNC machine tools PSS.(2) Analyzed the customer requirements-driven decision-making process of product service system, mixed the customer requirements information and the decision-making information. According to the structure characteristics of the product service system, the customer requirements information is classified based on different roles involved in satisfying customer demand methods. At last, the decision-making index system of CNC machine tools product service system is established according to the classification results.(3) Mapped the customer satisfaction into the evaluation index system and the decision-making process. The design index attributes are reasonably classified by fuzzy Kano model and the relationship between customer satisfaction and evaluation index is accurately dealt with.(4) Directing at the combination of the decision-making index, the objective weights of quantitative index are determined using entropy method, and the subjective weights of quantitative index are determined using AHP method. Finally the comprehensive weights of quantitative index are determined by the combination weighting method. The weights of qualitative index are determined by fuzzy analytic hierarchy process.(5) Selecting the ETC series CNC machine tool product as the case, researched and developed by Shenyang Machine Tool Group, the alternative offers are ranked by the improved TOPSIS method based on fuzzy Kano model.(6) Evaluated the customer satisfaction for CNC machine tools product service system. On one hand, it inspects the reliability of decision-making method, and on the other hand, finds out the index which is needed to improve until it meets the customer satisfaction.This thesis carried out one positive exploration on the decision-making method of CNC machine tools product service system, realized the settlement of the multiple targets and attributes decision-making problems, and improved the efficiency and the success rate of CNC machine tools product service system design. The feasibility of decision-making method is verified by case analysis.