摘要
将满意度引入到产品创新设计中 ,建立了产品满意度的基本概念、测量方法、度量方法以及满意度、满意度指数的统计计算方法。认为组成产品满意度的各要素分为当然、规范和兴趣 3个层次 ,当外部环境发生变化时它们相互转换、动态发展 ;提出了最小满意度法、层次法、满意度比较法和产品创新点挖掘程序 ,在用户期望与产品创新之间建立了有效联系 ;给出了案例分析。
In this paper, the idea of customer satisfaction is introduced for product innovating, developing and designing. Then they are set up that the basic concepts, measurement and measuring methods, and statistic calculating methods of customer satisfaction index(CSI) of a product are for new product development. It is argued that all of the elements of CSI of a product could be broken down three levels: must-be, one-dimensional and attractive and the levels can be transformed each other when the using environment of the product is changed. As well as the methods of minimum customer satisfaction, levels of customer satisfaction, comparing customer satisfaction and the discovering program for product innovating design are delivered and the link of expectancy of customers with the product innovation was established. Finally, one case that utilizes the idea of customer satisfaction for product innovating design was illustrated.
出处
《中国机械工程》
EI
CAS
CSCD
北大核心
2003年第8期659-663,共5页
China Mechanical Engineering
基金
浙江省自然科学基金资助项目 (5 0 2 15 6)
关键词
产品满意度
测量
层次
创新设计
product customer satisfaction index measure level innovating design
