Developing a Quick Response Product Configuration System under Industry 4.0 Based on Customer Requirement Modelling and Optimization Method

Abstract

In the Industry 4.0 environment, the new manufacturing transformation of mass customization for high-complexity and low-volume production is moving forward. Based on cyber-physical system (CPS) and Internet of things (IoT) technology, the flexible transformation of the manufacturing process to suit diverse customer manufacturing requirements is very possible, with the potential to provide digital “make-to-order” (MTO) services with a quick response time. To achieve this potential, a product configuration system, which translates the voice of customers to technical specifications, is needed. The purpose of this study is to propose a methodology for developing a quick-response product configuration system to enhance the communication between the customer and the manufacturer. The aim is to find an approach to receive requests from customers as inputs and generate a product configuration as outputs that maximizes customer satisfaction. In this approach, engineering characteristics (ECs) are defined, and selection pools are initially constructed. Then, quality function deployment (QFD) is modified and integrated with the Kano model to qualitatively and quantitatively analyze the relationship between customer requirements (CRs) and customer satisfaction (CS). Next, a mathematical programming model is applied to maximize the overall customer satisfaction level and recommend an optimal product configuration. Finally, sensitivity analysis is conducted to suggest revisions for customers and determine the final customized product specification. A case study and an OrderAssistant system are implemented to demonstrate the procedure and effectiveness of the proposed quick response product configuration system.