MAPPING CUSTOMER REQUIREMENTS TO

PRODUCT QUALITY CHARACTERISTICS

Wang Meiqing  Tang Xiaoqing

(School of Mechanical Engineering and Automation, Beijing University of Aeronautics and  Astronautics, Beijing 100083)

Abstract: The key problem in modern product development that is how to melt customer requirements into product and related design processes is put forward.  A theoretical model for translating customer requirements (CRs) into product quality characteristics (QCs) is set up, which is comprised of three stages: filtering and refining CRs, capturing and transferring QCs, and optimizing and final-selecting QCs. The methodologies for mapping QCs with CRs are presented. The analytic network process (ANP) method is employed to weight based on the important levels of CRs and QCs, which considers the interrelationships among the CRs and QCs. Furthermore, the proposed mapping procedure takes into account the multi-objective of the problem incorporating other factors else such as cost, time to market, resource utilization ratio, feasibility, etc of QCs. A model of zero-one goal programming (ZOGP) is given to determine the optimal QCs. A case is studied to illustrate the application of the mapping approach.

Key words: Quality characteristics  Customer requirements  Product design  Zero-one goal programming  Mapping and analysis  Analytic network process

CLC No: TP12  TH122

国家863/CIMS主题(2001AA414410)、高等学校博士点基金(20020006014)和先进制造技术预先研究基金资助项目. Received 20030606, received in revised form 20030915