產品設計應用QFD, TRIZ理論整合電子商務客戶需求評論之分析與評估—以家用吸塵器為例

在產品市場的競爭激烈下，透過電子商務的網路評論，我們可以了解消費者的心態及需求，在消費者意識抬頭下，因此企業必須不斷地推出新產品或服務來滿足市場需求，以維持本身的競爭優勢。又在人們對環境品質及身體健康概念的提升下，對於有潔淨功能的小家電，已變成家戶必備的普及品，故本研究的動機即從了解顧客的心聲與需求到產品概念的形成、選擇的概念發展階段，將產品的品質特性做分類後，可以分析出未來產品生產的重點，而透過創新的概念也希望能讓空間更乾淨，使得產品傳達出舒適生活的演進。因此，妥善地整合客戶需求，推出最佳的創新產品方案，將是本研究的目的。本研究以品質機能展開(QFD)、TRIZ創新理論為主軸，搭配網路評論及訪談問卷，建立一套概念評選的程序模式。研究中首先以電子商務商務平台中的網路評論，再以QFD作顧客需求的品質機能展開，將顧客需求(VOC) 轉換成技術需求 (VOE) 屬性；再透過創新問題解決理論 (TRIZ)，將VOE屬性矛盾分析，由矛盾的對應參數找尋創新原則，並思考求解，然後將創新概念組合成方案，經過概念選擇階段，由概念評比中經過相對的加權方式，進行更審慎的分析，選出最適方案。本研究將以家用吸塵器的案例進行實證分析，在時代演變下，我們了解到吸塵器的科技演進，在不同族群對產品性能與價格差異，可提供廠商在產品的技術設計、價格定位及功能區隔上更具市場的分析能力，且從供需面探討顧客的需求，制定出標準規格，建立概念發展的評選模式，將有利於持續提高創新服務的品質。

關鍵字

網路評論；品質機能展開；創新問題解決理論；產品開發；概念選擇

並列摘要

In the fierce competition of the product market,through the online comments of e-commerce, we can understand the consumer's mentality and needs, With the rise of consumer awareness. Therefore, the enterprise must promote new products or services to meet the market demand, to maintain competitive advantage.With the improvement of people's concept of environmental quality and physical health, for the small household appliances with cleaning function,it has become a necessary popular product for every household,so the motivation of this research is from understanding the voices and needs of customers to the concept development stage of product concept formation and selection. After classifying the quality characteristics of the products, we can analyze the key points of future product production, and through the concept of innovation, we hope to make the space cleaner and make the products convey the evolution of comfortable life. Therefore, the purpose of this research is to properly integrate customer needs and introduce the best innovative product solutions. In this paper, the QFD and TRIZ innovation theories are used as the main axis, and a set of process model of concept selection is established by combining with internet comments and interview questionnaires.Firstly,the online comments in e-commerce platform are used.Secondly, used QFD as the quality function of customer demand to transform customer demand (VOC) into technical demand (VOE) attribute.Then through the innovation problem solution theory (TRIZ), analyze the contradiction of VOE attribute, from the contradictory corresponding parameters to find the innovation principle, and think about solutions. After the concept selection, the most appropriate scheme is selected through a more prudent analysis by the relative weighting method in the concept evaluation. This paper will carry on the Household Vacuum Cleaner for empirical analysis. In the evolution of the times, we have learned that the technological evolution of vacuum cleaners, can provide manufacturers with more market analysis capabilities in product technical design, price positioning and functional area, In order to provide R&D personnel the relevant decision-making reference, set up a model of the concept development in the product design and development. Explore customer needs from the supply and demand side,formulating standard specifications,and establishing a model for concept development will help to improve the quality of innovative services continuously.