Client Satisfaction Research on CNC Lathe Machine Manufacturing
Customer satisfaction is the important guideline of balancing and serving quality In this paper,system theory and fuzzy mathematics are quoted to evaluate the customer satisfaction.A new CNC lathe customer satisfaction evaluation index system model is proposed which takes product performance,reliability,price,service and easiness as main factors.In the process of appraisal,-detennination of the weights of indexes is a crucial and essential step.Due to the vagueness and uncertainty existing in the importance attributed to the judgment of each index,fuzzy scales(equally,moderately,strongly,very strongly,extremely) is introduced in the pair-wise comparison of AHP,and the interval of confidence level α and index of optimism μ are proposed to determine the weights ofindexes to improve the imprecise ranking of appraisal index.Then a fuzzy comprehensive evaluation mold is established to figure out the customer satisfaction,simultaneously an example is adopted to illustrate the proposed approach.
CNC lathe customer satisfaction improved fuzzy AHP fuzzy comprehensive evaluation
ZHANG Xin Min GAO Zhen
School of Mechanical Engineering,Shenyang University of Technology,P.R.China,110023
国际会议
2007 International Conference on Management Science and Engineering(2007管理科学与工程国际学术会议)
河南焦作
英文
1093-1096
2007-08-20（万方平台首次上网日期，不代表论文的发表时间）