顾客需求的价值驱动建模和多层级演化

In engineering design of complex product systems, customer needs are critical important and should be seamlessly conveyed in the system hierarchy. They are transformed into system requirements, which are then cascading down to lower levels through derivation. Although this approach is widely used in practices, it tends to lead to distortion steming from unreasonably modeling of customer needs. The distortion is further intensified when there are multple levels of derivation. Aiming at mitigating this distortion, a novel approach is investigated to model customer needs in terms of value and derive value models in the hierarchy of a complex product system. In detail, a static value model of customer needs is constructed on basis of multi-attribute utility theory, and a dynamic value model of customer needs is enhanced with the methods of scenario planning and Epoch-Era analysis. The value model of customer needs is then derived into a system value model with design of experiment and response surface methodology. Component value models are derived from the system value model by consideraion of system architecture and strength of interaction among components. The proposed approach is finally applied to a commercial aircraft example to support value modeling of customer needs and their derivation in the system hierarchy. This investigation of the project is expected to provide efficient solutions to reduce the distortion resulting from modeling of customer needs and their multiple levels of derivation. The proposed approach is applicable to requirements engineering of complex product systems, such as commercial aircraft and manned spacecraft.

顾客需求需要真实地体现到包括系统级、组件级和零件级的整个设计过程。在复杂产品系统的需求建立过程中，如果对顾客需求的建模方式不合理，就很容易产生失真；需求的多层级演化使顾客需求的失真更加严重。本项目拟以复杂产品系统设计为对象，针对其顾客需求表达和多层级演化的失真问题，采用价值模型和价值驱动设计的理论和方法，研究顾客需求价值模型的建立以及顾客需求价值在设计过程中的多层级演化，主要包括：1）研究基于多属性效用理论的顾客需求静态价值建模，基于情景规划和Epoch-Era分析的动态价值建模；2）利用实验设计和响应曲面法从顾客需求价值模型演化系统价值模型，进而基于组件交互强度演化组件价值模型；3）以民用客机为例进行方法确认。项目的研究可以为减少顾客需求建模和多层级演化过程中的失真提供有效的解决方案。研究成果可应用于大型飞机和载人飞船等复杂产品系统的多层级需求建立。

顾客需求需要真实地体现到包括系统级、组件级和零件级的整个设计过程。在复杂产品系统的需求建立过程中，如果对顾客需求的建模方式不合理，就很容易产生失真；需求的多层级演化使顾客需求的失真更加严重。本项目以复杂产品系统设计为对象，针对其顾客需求表达和多层级演化的失真问题，采用价值模型和价值驱动设计的理论和方法，研究顾客需求价值模型的建立以及顾客需求价值在设计过程中的多层级演化，以解决顾客需求建模和多层级演化失真问题，为实现基于顾客需求价值的最优化设计提供支持。通过项目资助取得了以下主要成果：1）提出基于手段目的链和部分整体分析的真实顾客需求识别方法；2）提出顾客需求可衡量属性识别和选择的模型；3）提出基于多属性效用理论的顾客需求静态价值建模方法，并支持将效用转化为货币进行衡量；4）提出基于情景规划和多属性效用理论的顾客需求动态价值建模方法；5）提出基于响应曲面法和泰勒级数分解的多层级价值模型演化方法，以及面向复杂产品系统的组件或零件供应商需求建立方法；6）以质量功能展开为例，识别了需求建模中存在的八类方法论问题；7）以民用客机需求建立为例，对提出的方法进行初步确认，并在Vanguard Studio中实现价值建模和仿真。项目的研究为减少顾客需求建模和多层级演化过程中的失真进行了有益的探索。研究成果在经过进一步确认后可望用于大型飞机和载人飞船等复杂产品系统的多层级需求建立。