查看文章

Quality Function Deployment (QFD) is a highly regarded customer-oriented quality management tool, and its key step is to obtain the importance ratings of Customer Requirements (CRs) from customer opinions. However, customers usually provide incomplete and conflicting opinions due to cognitive limitations and differences in backgrounds. To this end, this study integrates an optimization-based consensus reaching process into QFD for dealing with conflicting customer opinions, where customer opinions are modeled with incomplete linguistic distribution assessments. First, a consistency-driven optimization model is designed to convert incomplete linguistic distribution assessments into complete linguistic distribution assessments by maximizing the consistency index of complete linguistic distribution assessments. Then, consensus reaching process based on a two-stage-based consensus model is developed …