- 學位論文
產品設計開發之顧客需求辨識系統
A customer Requirement Identification System for Product Concept Development
摘要
近年來網際網路概念意識抬頭，電子商務逐年蓬勃發展，企業不斷在網路世界中尋找有利之營運模式，因而造就了顧客至上之風潮，而伴隨著重視顧客層面之觀念越來越深入企業經營，客製化產品開發亦成為企業間競爭之重點所在。為了有效設計開發符合顧客需求之客製化產品，有效了解顧客需求與辨識顧客需求方向之流程，已成為早期新產品開發階段之關鍵因素。在相關研究領域裡，國內碩士論文及國外文獻大多朝向顧客需求知識獲取、產品設計人員知識分享或客製化產品製造等方向進行理論性探討與系統開發，而鮮少研究針對顧客需求認知與設計人員設計認知進行認知差異比對，加強彼此間之溝通性，來提升產品設計概念建構之效益。因此，本研究嘗試建置一「顧客需求辨識系統」( Customer Requirement Identification system, CRI)，以促進顧客與設計者對產品開發設計之溝通效益。在系統建置過程之中，主要以凱利方格技術（Kelly Repertory Grid technique）概念引出顧客含糊不清之需求，其有別於從現存之市場分析數據中擷取相關顧客資訊，而藉以凱利方格技術（Kelly Repertory Grid technique）概念所建置之系統機制，能有效顧全多數顧客可能之需求項目，並且彈性定義出顧客需求所在。其後，將引出之顧客需求認知與設計者認知進行認知差異化比對，而所產生的結果，有助於產品設計人員擬定產品開發設計方向。而以此溝通模式運作下，亦能大幅度降低顧客與設計人員間之對產品設計認知的差異程度，以開發出符合顧客需求之客製化產品。因此，「有效提升顧客與設計人員之溝通效益；降低彼此間之認知差異」實為本研究之研究重心所在。
並列摘要
The electronic commerce is widely and quickly developed in recent years due to the spread of the internet. To take the advantage of electronic commerce, the enterprise is constantly searching for the best way to serve the customers whose voice should be paid more attention. With the concept of deeper customer participation in product development, the process of product customization should respond to the viewpoint of customers. In order to design and develop a customizable product which is closer to customer’s need, the process of customer requirement identification becomes more critical during early product development stage. In related works, most of researches focus on customer requirement acquisition, designer’s knowledge sharing, and customized production. This research first discusses the differentiation between customer’s requirement and designer’s interpretation. A customer requirement identification system is proposed to enhance the communication between both sides. This system is used for mapping customer requirement into product design parameters under the CAD environment. Kelly Repertory Grid technique is applied in this research to elicit implicit customer requirement in addition to current information acquired from market analysis. Based on the construction mechanism provided by Kelly Repertory Grid, customer requirement is more flexibly identified. More accurate design strategy formed in product concept development stage can be reached by reducing differentiation between both sides. The result of this proposed system is utilized to assist CAD/CAM engineers, and benefit future product development decision making process.