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

王振琤(Chen-Cheng Wang)

《高雄師大學報：自然科學與科技類》 22期 (2007/06) Pp. 103-116

https://doi.org/10.7060/KNUJST.200706.0103

摘要

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。

關鍵字

顧客需求管理 ； 詮釋結構建模 ； 機能性服飾設計

並列摘要

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.

並列關鍵字

customer requirement management ； interpretive structural modeling ； functional apparel design

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