結合品質機能展開與模糊階層分析之以顧客為中心的產品設計方法

Abstract

顧客不滿的聲音，是產品開發的動力。為了滿足顧客越來越多的需求，產品的創新與重新設計成為重要的議題，如何兼顧產品品質與顧客滿意度，在各項工程需求中達成平衡，是產品設計者的一大難題。 本研究提出一套產品設計的流程，以模糊階層分析和品質機能展開法為基礎針對目標產品，在開始設計的階段即著手改良，減少資源與人力的浪費。首先選定目標產品－在本研究中以數位相機為例－找出與產品相關顧客的聲音，以問卷調查的型式取得各種顧客的聲音的分數，再以模糊階層分析取得相對權重，藉此發展兩個階段的品質機能展開，進行競爭者分析，找出改進目標元件，並提出產品改良策略的建議。 本研究中，以公式化的模糊集合代入模糊階層分析法中，找出極端值，能夠更忠實的呈現顧客的聲音，以減少在問卷中顧客彼此之間的偏差，並且更有效的反應了產品功能不足處。品質機能展開法在評估產品品質功能的表現上相當卓越，使用兩個階段的展開，能夠精確的了解顧客的聲音與產品元件之間的關係。文末將統計方法運用在競爭者分析上，找出不同製造商之產品弱勢點，並針對這些缺點提出改進的建議。

Customers’ dissatisfaction is the momentum that leads to product improvement. To satisfy customers’ needs, product redesign has become important. It is difficult for designers to improve product quality and satisfy customer’s needs without increase cost, while considering engineering requirements. In this paper, a new product redesign process is provided. Integrated fuzzy hierarchical analysis (FHA) and quality function deployment (QFD) are used to improve the quality of target products and decrease the waste in resources and labor cost, in the early design stage. In this paper, the voice of customers (VOC) were collected by a market survey. FHA was used to calculate the relative weights of VOC. Then, a two-phase QFD was developed. The VOC has been better represented by using a formulated fuzzy set in FHA. The inaccuracy caused by the differences between customers would be reduced. QFD has an excellent performance in product quality assessment. It enhances the accuracy of the relationship between VOC and product parts by the two-phase deployment. Finally, digital cameras were used as a case study. Statistical analysis was used in competitor analysis to find out the weakness of the manufacturers, and some suggestions were provided for the parts.