Research on the manufacturing process oriented customer satisfaction evaluation

摘要

This paper presents a method to measure the manufacturing process oriented customer satisfaction. The method combines AHP and fuzzy neutral network, firstly, the paper defines the concept of Complete Manufacturing Process as foundation of the method, and constructs customer satisfaction indicator system, then weights of the indicators are used to choose inputs and improve the membership function of Fuzzy Neural Network. The improved neural network is trained by customers habit and preference so as to evaluating customer satisfaction. At last, numerical example is presented to illustrate the reasonability and feasibility of the method.