CN107194727A - The user's request factor based on Kano model is characterized and extracting method - Google Patents
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Abstract
Characterize and extracting method, comprise the steps the invention discloses a kind of user's request factor based on Kano model：（1）Customer requirement retrieval and analysis：User's request is arranged, screened and analyzed, passes through the clustering to user's request（cluster analysis）Choose high-quality demand factor；（2）The hierarchy Model of user's request：Based on Kano model and the demand factor chosen, the demand realization degree and user satisfaction correlation model set up under user's request is dominated；（3）The user's request factor is characterized：User's request factor characterization model is built by basic-element model in extension science, the model comprising qualitative and quantitative formalization feature, can indirectly represent the ratio characteristics of user's request, be easy to computer identifying processing simultaneously.The present invention has can be digitized sign to user's request, and extract the characteristics of result is accurate.
Description
Technical field
The invention belongs to product design technology field, a kind of user's request based on Kano models is concretely related to
The factor is characterized and extracting method.
Background technology
Traditional design method considers inadequate, the situation for cause user not prefer to use, being reluctant to user's request, in recent years with
Client-oriented design thought largely to occur, the product design method under user's request is leading has turned into current design
The analysis of the focus and emphasis of area research, wherein user's request is also particularly important with extracting.Only real obtain is used
The demand factor designer at family could be imparted to function, moulding, material, color of product etc. when being designed and be set
In meter symbol to meet user the need for reach higher user satisfaction.
In the prior art, perceptual engineering (Kansei Engineering, KE) application engineering quantifies the side with semi-quantification
The uncertain factors such as user's request are applied in Design and machining of products by method, and Emotional Design is a kind of around user's request
Design guidance it is theoretical, it is desirable to the psychology and psychological need of user is considered from many levels in the design process, but is lacked
Specific design method.This aesthstic new demand dimension is incorporated into human engineering by engineering aesthetics, it is desirable to be designer
A kind of design of Engineering Oriented and appraisal procedure are provided with reach it is final in product design with science, engineering science and
Method based on mathematics confirms and quantitatively evaluating aesthetic factors and aesthetic problem come system.More design method and thought be with
Design method centered on user's request benefit our pursuits and there is provided theoretical foundation.But by diagram and the figure of word
It is difficult completely to describe whole process of innovation to solve the mode of thinking, it is also difficult to is recognized by computer, causes a large amount of methods of invention and number
Word manufactures and designs disconnection, and design innovation process is used as design in the urgent need to the new characterizing method for being easy to computer identification
The bridge of teacher's thought process and computer simulation process.In a word, current customer requirement retrieval and analysis method are mostly with designer
Based on perception is evaluated, digitized processing is not enough, causes to extract that result is inaccurate to be mutually connected with Digitized Manufacturing Technology.
The content of the invention
It is an object of the invention to overcome disadvantages mentioned above and sign can be digitized to user's request by providing one kind, and
Extracting result, accurately the user's request factor based on Kano model is characterized and extracting method.
A kind of user's request factor based on Kano model of the present invention is characterized and extracting method, is comprised the steps：
(1) customer requirement retrieval and analysis：User's request is arranged, screened and analyzed, by user's request
Clustering (cluster analysis) chooses high-quality demand factor；
(2) hierarchy Model of user's request：Based on Kano model and the demand factor chosen, user's request is set up
Demand realization degree and user satisfaction correlation model under leading；
(3) the user's request factor is characterized：User's request factor characterization model is built by basic-element model in extension science, should
Model comprising qualitative and quantitative formalization feature, can indirectly represent the ratio characteristics of user's request simultaneously, be easy to calculate
Machine identifying processing.
The above-mentioned user's request factor based on Kano model is characterized and extracting method, wherein：In the step (1), pass through
Semantic calculus of finite differences experiment obtains emotion cognition of the user to demand factor, defines user satisfaction displacement (λ) and user satisfaction
(better-worse) coefficient, quantization means user's request and user satisfaction mapping relations
The present invention is compared with prior art, with obvious beneficial effect, from above scheme, by user
The clustering (cluster analysis) of demand chooses high-quality demand factor, and that then sets up demand factor opens up sign
Model, demand object, characteristics of objects, characterizing magnitudes that the expression user's request factor for alloing computer succinct is contained etc.
Content.And the emotion cognition for obtaining user to demand factor is tested by semantic calculus of finite differences, define user satisfaction displacement (λ)
With user satisfaction (better-worse) coefficient, the mesh of quantization means user's request and user satisfaction mapping relations is reached
, it so as to be ranked up to demand factor, can be used family requirement extract process more accurate by this method, be convenient for needing
Ask optimization.In a word, by can open up basic-element theory (Extension element) set up can open up the user's request of Kano model because
Sublist is levied and extracting method, it may be determined that demand factor importance optimizes come the demand of the amount of progress, is easy to user's request to carry out
Sign makes it easier for being recognized by computer language.
Below by way of embodiment, beneficial effects of the present invention are further illustrated.
Brief description of the drawings
Fig. 1 is the demand realization degree and user satisfaction correlation model figure in embodiment；
Fig. 2 is the concept product final scheme design sketch in embodiment.
Embodiment
Below in conjunction with accompanying drawing and preferred embodiment, to according to the user's request proposed by the present invention based on Kano model because
Sublist is levied and extracting method embodiment, feature and its effect, is described in detail as after.
A kind of user's request factor based on Kano model of the present invention is characterized and extracting method, is comprised the steps：
(1) customer requirement retrieval and analysis：User's request is arranged, screened and analyzed, by user's request
Clustering (cluster analysis) chooses high-quality demand factor；
(2) hierarchy Model of user's request：Based on Kano model and the demand factor chosen, user's request is set up
Demand realization degree and user satisfaction correlation model under leading；By semantic calculus of finite differences experiment obtain user to demand because
The emotion cognition of son, defines user satisfaction displacement (λ) and user satisfaction (better-worse) coefficient, and quantization means are used
Family demand and user satisfaction mapping relations；
(3) the user's request factor is characterized：User's request factor characterization model is built by basic-element model in extension science, should
Model comprising qualitative and quantitative formalization feature, can indirectly represent the ratio characteristics of user's request simultaneously, be easy to calculate
Machine identifying processing.
Embodiment is as follows：
1. customer requirement retrieval and analysis
1.1 customer requirement retrievals and preliminary clusters analysis
(in interview mode, investigated by the investigation to the line operative employee of lathe one if the investigation of condition limited network should determine that
Object have cooperate with one's own initiative investigation ensure the reasonability of survey data to improve the user of lathe wish), by with machine tool plant's ditch
Logical (4 men 1 of line number control grinding operations workman 5 chosen with more than 3 years machine operation experiences and with active wish
Female).
Because user lacks systematicness for the description of the product in ideal, demand is general, fuzzy and exists substantial amounts of
Redundancy, accordingly, it would be desirable to be arranged, screened and analyzed to user's request.
If S={ O1O2…0nIt is user's request collection, O in setnFor user's request object, then any user's request object
OaAnd ObThere is following four relation on desired content.
(1) inclusion relation.OaUser's request content be ObThe proper subclass of user's request content, then claim OaAnd ObFor comprising
Relation.
(2) cross reference.OaUser's request content be and ObUser's request content, which exists, occurs simultaneously, then claims OaAnd ObTo hand over
Fork relation.
(3) independence.OaUser's request content be and ObAny common factor is not present in user's request content, then claims OaWith
ObFor independence.
(4) relation of equality.OaUser's request content be and ObUser's request content is identical, then claims OaAnd ObClosed to be equal
System.
By the cluster to user's request content and analysis, remove by comprising user's request, there is the use of cross reference
The common factor of family demand and the user's request of identical relation only retain a, are achieved in that the preliminary treatment of user's request, reach
Remove the purpose of redundancy.
(1) exclusion relationses.If the O of sumaAnd ObDesired content can not be satisfied simultaneously or final satisfaction lifting
Satisfaction declines therewith, then claims OaAnd ObThere are exclusion relationses.
(2) complementary relationship.If OaThe raising of satisfaction can cause ObSatisfaction is improved therewith, then claims OaWith ObFor complementation
Relation.
(3) independence.If OaSatisfaction and ObSatisfaction be not present any interaction, then claim OaWith ObFor
Independence.
Further screening is carried out to user's request according to the correlation of user's request and obtains following user's request Key Words
Justice, such as
Table 1.
The user's request of table 1 is crucial semantic
The hierarchical structure of 1.2 user's requests
User is diversified to the demand of product, is not only limited to basic function, similar due to the progress of society
The diversity of product, user has an opportunity more freely to select at utmost meet its function, the product of affection need, right
The discontented and improved wish of existing product has expedited the emergence of expectation demand.American Psychologist's Abraham Maslow's theory is 1943
Human demand is divided into psychological need, demand for security, social demand, Esteem Needs and self-actualization by year by level from low to high
Demand.Maslow's hierarchy of needs is one of theory of people this science, is that people-oriented design philosophy has established idea basis.
Inspired by the two-factor theory of behaviorist's herzberg, Kano etc. proposed Kano models in 1984, according to not
The mass property of service of goods is divided into five classes by the relation between the mass property of same type and customer satisfaction, professor kano：
Basic model demand (Basic Quality), expectation type demand (Performance Quality), excited type demand
(Excitement Quality), indifference abnormal shape demand (Neutral Quality), reversal demand (Reverse
Quality).And the two-dimentional relation figure of user satisfaction and demand realization degree is proposed, user's request is clearly divided into 4
Class.User's request is analyzed by Maslow's Hierarchy of Needs, the demand realization degree under proposition user's request is leading
With user satisfaction correlation model, as shown in Figure 1.
1) excited demand.This kind of demand is regarded by the user as the pioneering needs with absolute attraction, but strongly
Asking to possess.There is binary function relation between realization degree and user satisfaction.The phase in the set is met by design
The satisfaction of prestige demand then user will be greatly improved, whereas if the demand in the set cannot effectively expire
Foot, user satisfaction, which will decrease but not produce the psychological i.e. satisfaction of conflict, is reduced to negative, and the demand function can use y
=kx2(k ＞ 0) is represented.
2) demand is expected.This kind of demand is regarded by the user as the desired function with certain attraction, realization degree and user
There is unary linear relation, demand realization degree degree is higher, and satisfaction is higher, when demand realization degree is relatively low between satisfaction
When, user will show disappointment, and satisfaction is reduced to negative, but disappointment is not strong, and the demand function can useRepresent.
3) primary demand.This kind of demand is regarded by the user as being prerequisite basic function, and realization degree is satisfied with user
Inversely proportional functional relation is spent, if the function in the set is met, user satisfaction will be close to 0 (due to basic training
Unlimited exquisiteness can be accomplished, user will not be entirely satisfactory to basic function, and 0) satisfaction can only be infinitely close to, if base
This function can not be met, and user's disappointment will increase severely, and user satisfaction drastically declines, and be produced because basic function is represented
Then its satisfaction degree cannot be below 1 to product attribute.The function can useRepresent.
4) indifference demand.This kind of demand is regarded by the user as being not essential function, and user satisfaction realizes journey with function
Degree is unrelated, and no matter whether the function in the set is met, and user satisfaction perseverance is 0.The function can be represented with y=0.
Due to determining that the determinant that demand satisfaction follows realization degree to move towards is function coefficients k, then we are being carried out
The main study subject of computer in user requirements analysis and extraction process is k, and k is defined into better-worse systems herein
Number, i.e. B-W.
The trend for describing user's request realization degree and user satisfaction that B-W quantifies.Needed for user in design process
The trend asked provides clear and definite reference frame.
2. user's request factor characterizing method
Design process has obvious "black box" property, makes a general survey of most of about 340 kinds of current innovative design methods needs
Excited in group environment, mainly brain is different for the cognitive approach of things and the cognitive approach of computer, most of wounds
Sign element in novel design method is chaotic complicated and can not be recognized by computer, causes methods of invention and Design of digital system
Technology disconnection is made, the mission critical of current innovative design research is how to be converted to the intellectual activities process for being difficult to catch
Computer can recognize that easy-operating design method.The purpose that can simulate mental model to reach computer should set up calculating first
The recognizable thought process element characterizing method of machine.
2.1 can open up theory of representation
The cross-section subject extension science of an originality that Cai litterateur foundes in nineteen eighty-three, extension science is with determining based on quantitative
Property organically combine innovation solve contradictory problems scientific theory.Extension science turns to basis to formalize, logically with mathematics,
Study thing, thing, the expansibility of relation.It can open up theoretical theoretical and based on logic being opened up by basic-element theory, extendible set, primitive
It is the logic cell of extension science.Primitive contains the matter-element of description world's all things on earth, the thing member for describing world's all things, description things
Between relation Relation Element.(value v), which is together constituted, characterizes world's all things on earth for matter-element (object O), thing first (feature C), Relation Element
Primitive.
It is the theory that contradictory problems are handled by setting up extension asses formalization, quantification that theory, which can be opened up,.Processing contradiction is asked
Topic, it is necessary to be related to object, feature, value and the correlation between them of contradiction.By the analysis to contradictory problems,
Set up the formal tool-extension asses for characterizing contradictory problems based on basic-element theory, the basic-element model of extension science is by base
Member be combined to one by object O, feature C and value v constitute triple in, can formally retouch primitive feature,
Intension and social relationships, characterize the quantitative and qualitative question inside primitive, the description primitive internal relations of quantization.
Primitive can be expressed as：B=(O, C, V)
The object that wherein O is studied by primitive.C is the feature of research object, and V is value, has been forgiven corresponding to feature
Numerical information.
The definition of product demand primitive can be opened up into origin B=(O, C, V), wherein o is demand object, and c is characteristics of objects, and v is
Characterizing magnitudes.
2.2 user's request factors open up sign
By primitive in extension science to the matter-element of objective world, thing member, the knowledge token mode of Relation Element, retain its " one
Thing is levied more " " one levies multivalue " the characteristics of, build user's request factor characterization model by basic-element model, the model includes simultaneously
Qualitative and quantitative formalization feature, can indirectly represent the ratio characteristics of user's request, be easy to computer identifying processing.
3. user requirement evaluation
By the preliminary acquisition and analysis to user's request, the high-quality user's request factor is extracted.Due to machine-tool operator category
In technical staff, single factory's overall number of people who is less and excessively single, to ensure the diversity of sample to ensure the visitor of investigation result
The property seen.By high-quality demand factor make network surveying table in lathe, the family of lathe, forum of Case etc. have preferable machine tool basic
Occupied zone carries out network surveying.
3.1 user requirement evaluation proportion gradings
The user's request analyzed by preliminary clusters is extracted, Kanon network surveying forms are made, network is carried out
Investigation, makes satisfaction grade form, application form need to only describe demand factor content, when demand obtains reality by Likert scale
It is existing or can be provided by respondent when cannot realize be delithted with, naturally, it doesn't matter, receives reluctantly, like very much 5
Individual to evaluate, computer background correspondence satisfaction scoring is 2,1,0, -1, -2.And generate user's request satisfaction ratio table.This
Secondary investigation receives 137 online friend's data (102 male 35 female) altogether.Such as table 2-10.
The aesthetic requirements satisfaction ratio table of table 2
The demand for security satisfaction ratio table of table 3
The information system requirement satisfaction ratio table of table 4
The cutter life demand satisfaction ratio table of table 5
The power saving demand satisfaction ratio table of table 6
The easy care demand satisfaction ratio table of table 7
The grinding accuracy demand satisfaction ratio table of table 8
The Jing Yin demand satisfaction ratio table of table 9
The power-off protection demand satisfaction ratio table of table 10
3.2 user's request dimensions
Dimension draws Kano model demand distribution table, such as by Kano model and the meaning of each demand dimension according to demand
Table 11.〇 represents excited demand in table, and △ represents expectation demand, primary demands, ☆ indifferences demand or suspect results, ×
Represent reverse demand.
The Kano model demand dimension distribution table of table 11
Suspect results should be rejected when carrying out satisfaction ratio table analysis, and (all demands select indifference demand, or knot
Fruit has obvious regular) to ensure the accuracy of statistical result, by the statistics to demand satisfaction ratio table, by phase
Ratio with demand dimension is added, and obtains the accounting summation of each demand dimension, and a maximum attribute dimensions of summation are
The attribute ownership of the function.
The demand factor dimension ratio table of table 12
Then user's request dimension is attributed to
3.3better-worse coefficient
The dimensional attribute of user's request can be obtained by the analyzing and processing to data, user's request and user are satisfied with
Mapping relations between degree have basic understandings, but do not obtain determining the coefficient of specific mapping relations yet, it is impossible to which the expression of quantization is each
Physical relationship between individual user's request and user satisfaction, relation between not only number of computers handles each element correspondingly
Advantage is not exhibited by, and can not determine the priority ordering of the user's request in same dimension ownership.
Satisfaction difference between definition demand is accomplished and not accomplished is satisfaction displacement, if satisfaction displacement
For λ, if the satisfied number ratio to displacement λ of correspondence is θ.
Understand to determine that user satisfaction is specifically walked with user's request according to user's request dimensional structure definition in Kano model
To factor for user's request whether realize when user satisfaction between satisfaction displacement be better-worse coefficients.If
Better-worse (B-W) coefficient is p, then p and λ and θ direct proportionalities：
P=λ θ
User's request factor B-W coefficient is as shown in table 13.
The user's B-W coefficient results of table 13
The B-W coefficient values calculated according to model, illustrate that safety, grinding accuracy and cutter life are when being designed
The security of user's primary demand particularly equipment be require in all factors it is the strongest belong to strong primary demand must
It must meet, the function of the dimension belongs to basic function, and market survey and design are more perfect, and a large amount of designs are not expended typically
Resource.The easy care of equipment, handsome in appearance, saving electricity and power-off protection etc. function are that user expects demand, should be tried one's best full
Foot, the function has preferable effect to lifting user satisfaction, and does not meet user satisfaction and can be decreased obviously, the dimension
Function should be design studies emphasis and consider object.The demand such as power saving, power-off protection, attractive in appearance, easy care can be obtained by B-W numerical value, be used
Family expects to hold that degree is incremented by successively, and the higher demand of limited consideration B-W coefficients is answered in the case where designing resource-constrained.Information
The demand such as change, Jing Yin is user's excitability demand, and when demand is met, user satisfaction is higher, but demand is not expired
When sufficient user satisfaction with have decline but not acutely, design aboundresources in the case of carry out the dimension design.
For those due to the reasons such as designed capacity and cost control fail meet demand carry out data storage in order to
Referred to during design upgrading later.
The present embodiment is mainly studied user's request extraction in Machine Tool design and analysis optimization method, and its user needs
Ask with product structure configuration optimization etc. the design phase be only described briefly herein.
The mapping relations of the user's request factor of table 14 and structure function
The problem of according to the weight of user's request to after Demand mapping distribution project planner carry out Technology design and
Checking, the demand of high weight should be preferentially met in the case where designing resource-constrained.
MK8420 concept product final scheme design sketch is ultimately formed by the analysis to user's request and team's design
(such as Fig. 2).
The above described is only a preferred embodiment of the present invention, any formal limitation not is made to the present invention,
It is any without departing from technical solution of the present invention content, it is any simple that the technical spirit according to the present invention is made to above example
Modification, equivalent variations and modification, in the range of still falling within technical solution of the present invention.
Claims (2)
1. a kind of user's request factor based on Kano model is characterized and extracting method, comprise the steps：
（1）Customer requirement retrieval and analysis：User's request is arranged, screened and analyzed, passes through the cluster to user's request
Analysis（cluster analysis）Choose high-quality demand factor；
（2）The hierarchy Model of user's request：Based on Kano model and the demand factor chosen, set up user's request it is leading under
Demand realization degree and user satisfaction correlation model；
（3）The user's request factor is characterized：User's request factor characterization model is built by basic-element model in extension science, the model is same
When comprising qualitative and quantitative formalization feature, can indirectly represent the ratio characteristics of user's request, be easy to computer to recognize
Processing.
2. the user's request factor based on Kano model is characterized and extracting method as claimed in claim 1, it is characterised in that：Institute
State step（1）In, the emotion cognition for obtaining user to demand factor is tested by semantic calculus of finite differences, user satisfaction displacement is defined
（）And user satisfaction（better-worse）Coefficient, quantization means user's request and user satisfaction mapping relations.
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Cited By (3)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109543734A (en) * | 2018-11-14 | 2019-03-29 | 中国联合网络通信集团有限公司 | User portrait method and device, storage medium |
| CN111768240A (en) * | 2020-06-30 | 2020-10-13 | 杭州电子科技大学 | Aero service recommendation method and system based on perceptual engineering and Kano model |
| CN112184075A (en) * | 2020-10-29 | 2021-01-05 | 西南交通大学 | Sustainable supply chain risk analysis method |
-
2017
- 2017-05-22 CN CN201710361511.XA patent/CN107194727A/en active Pending
Cited By (4)
| Publication number | Priority date | Publication date | Assignee | Title |
|---|---|---|---|---|
| CN109543734A (en) * | 2018-11-14 | 2019-03-29 | 中国联合网络通信集团有限公司 | User portrait method and device, storage medium |
| CN111768240A (en) * | 2020-06-30 | 2020-10-13 | 杭州电子科技大学 | Aero service recommendation method and system based on perceptual engineering and Kano model |
| CN112184075A (en) * | 2020-10-29 | 2021-01-05 | 西南交通大学 | Sustainable supply chain risk analysis method |
| CN112184075B (en) * | 2020-10-29 | 2022-04-22 | 西南交通大学 | Sustainable supply chain risk analysis method |
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