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文章在改进的卡诺模型的基础上,考虑到质量特性重要度,并应用系统聚类分析法改进了重要度分类,结果更加符合帕累托原理。接着将质量特性进一步细分,提出了基于聚类分析改进重要度分类的卡诺模型和6个区域的重要度-满意度模型(6-I-S模型)。以某型号空调为例说明了同时应用两个模型倾听顾客心声,能为企业进行质量改进提供更多有价值的信息。
On the basis of the improved Karnaugh model, the article takes into account the importance of quality features and improves the importance classification by using system clustering analysis. The result is more in line with the Pareto principle. Then, the quality characteristics are further subdivided. Based on the cluster analysis, a Carnot model improving the importance classification and the six degrees of importance-satisfaction model (6-I-S model) are proposed. Taking a certain type of air conditioner as an example, it shows that using two models at the same time to listen to customers’ voices can provide more valuable information for enterprises to improve their quality.