以詮釋結構建模技術建立顧客需求管理之輔助模式

Constructing a Supporting Model of Customer Requirement Management Using Interpretive Structural Modeling

10.7060/KNUJST.200706.0103

王振琤(Chen-Cheng Wang)

顧客需求管理 ； 詮釋結構建模 ； 機能性服飾設計 ； customer requirement management ； interpretive structural modeling ； functional apparel design

高雄師大學報：自然科學與科技類

22期（2007 / 06 / 01）

103 - 116

繁體中文

在產品發展的初始階段中，如何有效攫取關鍵性的顧客需求，並能釐清彼此間複雜的互依關係至為重要，顧客需求的管理性關係結構對於設計者制定後續設計規格扮演主要影響之前置計畫性角色。然而，設計者通常依據個人過去的刻板設計經驗方式處理複雜的需求，導致無法真實反映使用者的聲音，亦使得設計者很難對產品形成有秩序之系統意象，可能導致非結構化的需求定義，進而形成設計決策之瓶頸。 為協助設計者辨識關鍵性的顧客需求並透過解析需求間所存在的交互作用，本研究運用詮釋結構建模技術建立一種需求管理輔助模式，目的在於釐清需求間影響、從屬與層級關係，改善傳統上忽略制定結構性需求的設計問題，以期用完整性架構達成正確設計方向與程序之設定，如此有利於創造滿足顧客需求的期望產品。此外，藉由本研究所提出的輔助模式，可萃取設計活動中的關鍵設計目標，導出之階層式有向之結構圖可說明目標間施行的順序關係，協助設計者辨識確認設計入口、設計出口與獨立變數，並以視覺化表達方式呈現高度詮釋性的結構化的圖形，能有效凝聚與收斂設計者的設計思維與設計概念。本研究並以機能性服飾設計為例說明方法之有效性與應用性，結果顯示顧客需求管理之輔助模式能提供敏銳之洞察能力。

In the preliminary stage of product development, it is significant to effectively elicit critical customer requirements and clarify their complex interdependent relationships. The managerial relational structure of customer requirements plays a mainly influential pre-planning role for setting follow-up design specifications. However, designers tend to utilize their own particular stereotyped design experiences when tackling complex requirements, which may not really reflect the voice of users. It is also hard for designers to outline an ordered product system image and therefore produce unstructured requirement definition and design decision-making bottlenecks. To assist designers to identify critical customer requirements and analyze their interactions, this study constructs a supporting model of customer requirement management by using interpretive modeling. The aim of this paper is to clarify impact, subordinate and hierarchy relationships among requirements, and also improve the way to consider the design problem of setting structural requirements. Hence, a holistic framework is proposed to conclude proper design directions and process, which is helpful to create expected products that meet customer demands. Moreover, the model can extract crucial design objectives and derive hierarchically directed structural map which can explain sequential relations among objectives to identify design entries, design exits and independent variables. With visually expressing approach, designers can converge their design thinking. An actual example with respect to functional apparel design is presented to demonstrate the validity of the proposed method that can provide some keen managerial insights into the requirements from the findings.

1. Bossert, J. L.(1991).Quality Function Deployment: A Practitioner`s Approach.NY:ASQC Quality Press.
2. Chen, C. H.,Occeña, L. G.,Fok, S. C.(2001).Condense-a concurrent design evaluation system for product design.International Journal of Production Research,9(3),413-433.
3. Farris D. R.,Sage, A. P.(1975).On the use of interpretive structural modeling for worth assessment.Computers & Electrical Engineering,2(2-3),149-174.
4. Fiksel, J.,Hayes-Roth, F.(1993).Computer-aided requirements management.Concurrent Engineering: Research and Applications,12,83-92.
5. Gilli, M.,Rossier, E.(1981).Understanding complex systems.Automatica,17(4),647-652.
6. Hauge, P. L.,Stauffer, L. A.(1993).Design and Methodology.ASME.
7. Hawthorne, R. W.,Sage, A. P.(1975).On applications of interpretive structural modeling to higher education program planning.Socio-Economic Planning Sciences,9(1),31-43.
8. Jharkharia, S.,Shankar, R.(2004).IT enablement of supply chains: modeling the enablers.International Journal of Productivity and Performance Management,53(8),700-712.
9. Mandal, A.,Deshmukh, S. G.(1994).Vendor selection using interpretive structural modeling (ISM).International Journal of Operations & Production Management,14(6),52-59.
10. McKay, A.,de Pennington, A.,Baxter, J.(2001).Requirements management: a representation scheme for product.Computer-Aided Design,33(7),511-520.
11. Munemori, J.,Nagasawa, Y.(1991).Development and trial of groupware for organizational design and management: distributed and cooperative KJ method support system.Information and Software Technology,33(4),259-264.
12. Osgood, E. C.,Suci, G. J.,Tannenbaum, P. H.(1957).The Measurement of Meaning.Urbana:University of Illinois Press.
13. Pugh, S.(1991).Total Design: Integrated Methods for Successful Product Engineering.Wokingham, MA:Addison-Wesley.
14. Ravi, V.,Shankar, R.(2005).Analysis of interactions among the barriers of reverse logistics.Technological Forecasting & Social Change,72,1011-1029.
15. Sage, A. P.(1977).Interpretive Structural Modeling: Methodology for Large-Scale Systems.NY:McGraw-Hill.
16. Sage, A. P.,Smith, T. J.(1977).On group. assessment of utility and worth attributes using. interpretive structural modeling.Computers and Electrical Engineering,4(3),185-198.
17. Sommerville, I.,Sawyer, P.(1997).Requirements Engineering: A Good Practice Guide.John Wiley & Sons Ltd.
18. Stauffer, L.,Morris, L.(1992).A new program to enhance the development of product requirements, NSF Design and Manufacturing Systems Conference,Atlanta, Georgia:
19. Tseng, M. M.,Jiao, J.(1998).Computer-aided requirement management for product definition: A methodology and implementation.Concurrent Engineering: Research and Application,6(2),145-160.
20. Ullman, D. G.(1992).The Mechanical Design Process.New York:McGraw-Hill.
21. Warfield, J. N.(1976).Societal Systems: Planning, Policy and Complexity.NY:Wiley.
22. Warfield, J. W.(1974).Developing interconnected matrices in structural modeling.IEEE Transcript on Systems, Men and Cybernetics,4(1),51-81.
23. You, N.,Kato, Y.,Kitaoka, M.(1994).Numerous date in hierarchy for knowledge concentrated in decision tree.Computers & Industrial Engineering,27(1-4),535-538.

1. Muhos, Matti,Lee, Tzong-Ru (Jiun-Shen),Lee, Jia Shan,Muhos, Matti,Lee, Tzong-Ru (Jiun-Shen),Lee, Jia Shan(2013).Formulating a Business Management Strategy for E-shopping Websites Using Management Analysis.電子商務學報,15(3),411-434.
2. 陳文亮、江雅媚(2012)。結合ISM 與ANP 法於吹風機產品選購評價指標之研究。高雄師大學報：人文與藝術類，32，119-136。
3. 蘇中和,黃耀弘,陳文亮(2015)。民間信仰平安符產品設計影響因素之研究。文化創意產業研究學報，5(2)，39-45。
4. 鍾政偉(2020)。應用專家決策模式建構地方創生發展觀光策略指標之研究。休閒產業管理學刊，13(1)，27-50。
5. (2015)。以ISM 與AHP 探討時尚指甲彩繪設計元素。樹德科技大學學報，17(1)，101-115。