汽車工程英文課件-第三講用戶需求特性

1CustomerNeeds,CharacteristicsandBehaviorJanuary24thLecture1CustomerNeeds,Characteristi2OutlineofJanuary24thLectureUnderstandCustomerNeedsbyreviewingDrivingandNon-DrivingTasks,andVehicleUsages.UnderstandCustomerSatisfaction“Kano”ModelLearnQualityFunctionDeployment(QFD)LaunchProjectP-2andItsProcedure

2OutlineofJanuary24thLectu3VehicleUsersandUsagesUnderstandtheMarketSegment(e.g.Economy/luxury/ultraluxury;car/truck/SUV;US/Europe/Japan/Asia,etc.)Thinkaboutwhoaretheusers(Determineuserpopulation:Distributionofage,anthropometricandothercharacteristics)StudyUsages–HowtheyinteractwithandusethevehicleOurgoalistodesignthevehicletosatisfytheusers–i.e.makethevehiclecomfortable,convenientandsafeformost(95%,99%)oftheusers3VehicleUsersandUsagesUnder4Trip:VehicleUsageStepsandSomeConsiderations*GetKeyandKeyfob--finding,holding,operating;gloves,fingernails;OtherobjectsbroughtwiththemtocarryinthevehicleUnlockDoor–insertingfingers,grasping,operating;gloves;fingerringsOpenDoor--dooropeningforces,swingspace;clearancetoshin,head,torso,etc.*=Thinkabouthumandimensions,forcesexerted,bodypostures,memorizedinformation,userfamiliarity,informationgathered,etc.--comfort,convenience,safety.4Trip:VehicleUsageStepsand5VehicleUsageStepsEnteringandDoorClosing--doorregrasp,holdings/wanddoor,footmovements,kneemovements,buttocksslide;doorswingspace,mappockettorockerspace,kneespace,thighspacebetweenseatandsteeringwheel,drivercenterlinetorocker,rockerheight,seatheight,headroom,grabhandle/pocketSeatAdjustments--findingseatcontrols,graspingandoperating;postureandhandclearanceBodyAccommodationSpace--Headroom,legroom,kneeroom,footroom,shoulderroom,elbowspace,stomachclearance5VehicleUsageStepsEnteringa6VehicleUsageStepsVisibility--front,sidesandrear;in-directfieldofview(mirrors);obscurationsduetopillars,headrests,etc.MirrorAdjustments--finding,operating;fingerclearancesKeyInsertionandStarting--keygrasp,orientation,alignment;knuckle-handclearance6VehicleUsageStepsVisibility7VehicleUsageStepsGearShifting–reach,handgrasp,movements,forces;handspace,clearancestoashtray,cups/cupholder,parkingbrake,console,footmovementsforpedals,etc.Steering--locationwithrespecttodrivercenterline;Stomach,thigh,hand,elbow,shin,kneeandfootspacesPedalOperation--locationwithrespecttodrivercenterline,steeringwheel;footpositioning,heellocations(HeelPoint),balloffoot(BOF)location,brakepedallift-off,footspace,rightfootrest7VehicleUsageStepsGearShift8VehicleUsageStepsHandControlOperation--location,visibility,legibility,operation,clearances,forces,etc.HandSupport--armrestandconsoleheight,lateralandlongitudinallocationsSeatingComfort--seatcushionandbackangles,cushionlength,breadth,backheight,lumbarsupport,curvatures,padding,bolsters,seatingreferencepoint(SgRP),etc.8VehicleUsageStepsHandContr9VehicleUsageStepsParking--Visibility,proximitytootherobjectsDoorOpening--insidedoorreleaselocation,clearances,etc.Exiting--Handandfootmovements,grasps,bodyspace,etc.9VehicleUsageStepsParking--10MethodstoObtainInformationObservations:Whoobserves?Whatisobserved?Howobserved?When/whereobserved?NumberofobservationsCommunications:Usersurveys–Whotosurvey?Howtosurvey?Experimentation:Measurements/observationsduringstagedsituations(e.g.differentproductconfigurations)10MethodstoObtainInformatio11ExperimentalEvaluationofStepHeightsbyUseofaDirectionofMagnitudeRatingScale11ExperimentalEvaluationofS12DrivingTasksWhiledriving,thedriverperformsanumberoftasks.Thetaskscanbeclassifiedasfollows:LateralControlofhis/hervehicle:MaintainingvehiclewithinagivenlaneLongitudinalControl:Maintainingcontrolintheforward(X)directionintheroadwayandmaintainingdistancefromtheleadvehicleinthesamelane.RoadwayMonitoring:Acquiringinformationaboutthestateoftheroadwayandtraffic(readingsigns,signals,trafficcontroldevices;detectingobjectsonoronthesidesofroadway,etc).12DrivingTasksWhiledriving,13DrivingTasks(contd.)CrashAvoidance:Avoidingcollisionwithobjectsinthevehiclepath.RouteGuidance:Obtaininginformationaboutintendeddestinationfromrouteguidancesignsormemorizedroadwaylandmarks.UsingIn-VehicleControlsandDisplays:Acquiringinformationfromdisplaysandcontrols.AdjustingandusinginsideandoutsidemirrorsOtherNon-DrivingTasks:Listening/talkingtopassengers,usingcarphonesorotherin-vehicledevices,eating,readingmaterials,searching/graspingobjects(e.g.coins,maps,papers,etc.)13DrivingTasks(contd.)Crash14FactorsAffectingDrivingTasksWhataredrivingtasks?Howarethesetasks

affectedbytypesofroadwaysanddrivingsituationsontheroadwaysandtheenvironment?--LateralControl

(e.g.snowonthepavement)--LongitudinalControl

(e.g.speed)--Respondingtoexternalevents

–traffic(othervehicles;pedestrians,animals,etc.)--RouteGuidance

(rmationdisplayedonhighwaysigns)--In-VehicleTasks(e.g.instrumentpanellayout)14FactorsAffectingDrivingTa15EffectofOtherFactorsonTasksAge(Young–overinvolvedinaccidents;Old—adaptationduetocapabilitydeterioration)GenderFatigue,Alcohol,SleepDeprivation(DrowsyDriver)WeatherVehicleParameters(BodyStyle,Age/Degradation)15EffectofOtherFactorsonT16DrivingPerformanceStudiesandDataTasksstudiedextensively(byhighwaydesigners)andwhy?--CarFollowing,Headwaymaintenance

–TrafficFlows/HighwayCapacities(Vehiclesperlane)--VelocityMaintenance–TrafficSpeeds/Flows--Lateralaccelerations

–NegotiatingCurvesandEvasivemaneuvers--Acceleration–Startingfromstop,enteringfreeways--Deceleration–Braking,approachingintersections--ObjectDetection/Recognition--DriverDecisionMaking16DrivingPerformanceStudies17AreasthatVehicleManufacturersStudyDriverPositioningandPackagingDriverInformationalNeedsFieldofViewControlsandDisplaysEntry/ExitLoading/UnloadingStorageSpacesService&Maintenance17AreasthatVehicleManufactu18Goal:CustomerSatisfactionKanoModelofQualitysuggestsrelationshipsofdissatisfiers(unspokenwants),satisfiers(Givemoreof),anddelighters(Wows)tocustomersatisfaction(CTS=RequirementsCriticaltoCustomerSatisfaction).RemoveDissatisfiersAddDelightsIncreaseIncreaseSatisfiers18Goal:CustomerSatisfactionK19DimensionsofProductQuality19DimensionsofProductQualit20TranslatingCustomerNeedsforVehicleDesignMarketingWants–Basedoncustomersurveys,feedback,etc.DataonCustomerSatisfaction,Warranty,Repairs–fromDealers,J.D.Power,AutoMagazines,etc.BenchmarkingCorporateDatabases,EngineeringRequirementsStandardsandRegulations20TranslatingCustomerNeedsf21QualityFunctionDeployment(QFD)ToolusedbyJapaneseinthe1980stocascadecustomerneedsintoproductspecificationItisacomprehensiveproductplanningtoolRequiresmulti-functionalteaminvolvementTimeconsuming21QualityFunctionDeployment22QualityFunctionDeployment(QFD)P-2:SecondHomeWorkProjectP-2Reports&PresentationsdueonFebruary14th.(DistanceLearningStudentsmustuploadPowerPointwithVerbalPresentationandReportFilesbeforethescheduledlectureontheduedate.)22QualityFunctionDeployment23QualityFunctionDeployment(QFD)Alsocalled“HouseofQuality”23QualityFunctionDeployment24QFDItisaproductplanningtoolusedtofulfillcustomerexpectations.Itisadisciplinedapproachtoproductdesign,engineering,andproduction.Itcanimproveengineeringknowledge,productivityandqualityandreducecosts,productdevelopmenttime,andengineeringchanges.Itisemployedtotranslatecustomerexpectations(voiceofthecustomer)requirementstospecificproductrequirementsintermsofengineeringortechnicalcharacteristics.24QFDItisaproductplanning25QFDExample

--Bicycle

HandlebarStemDesign

(fromBesterfield’sBook)25QFDExample

--Bicycle

Handl26QFD

Approach26QFD

Approach27Cascading

Requirements

--inToyota’s

paintrustingproblem27Cascading

Requirements

--in28CustomerRequirements(What),DesignRequirements(How),RelationshipsandImportanceRatings28CustomerRequirements(What)29RoofofHouseofQuality(QFD)29RoofofHouseofQuality(QF30PlottingProductRatings30PlottingProductRatings31AnExampleofaCompletedQFDChart31AnExampleofaCompletedQ32BlankQFDChartforHomework32BlankQFDChartforHomework33DataCollectionMethodsThreebasictypesofmethodsusedinresearchindifferentcombinations.--MethodsofObservations--MethodsofCommunication--MethodsofExperimentation33DataCollectionMethodsThree34SomeExamplesofDataCollectionSituationsProductisshowntoaparticipantandhis/herresponses(verbal,expressions)arenoted(recorded)byanobserver/listener/videotaped.Productisshowntoaparticipant,andthen,responsestoquestionsaskedbyaninterviewerarerecorded.34SomeExamplesofDataCollec35SomeExamplesofDataCollectionSituationsArespondentisaskedtouseaproduct,andthen,responsestoanumberofquestionsaskedinaquestionnaireoraskedbyaninterviewerarerecorded.Arespondentisaskedtouseanumberofproductsandhis/herperformanceincompletingdifferenttasksismeasured.35SomeExamplesofDataCollec36SomeExamplesofDataCollectionSituationsArespondentisaskedtouseanumberofproductsandthenaskedtorateproductsbasedonanumberofcriteria(e.g.preference,usability,accommodation,effort,etc.)36SomeExamplesofDataCollec37CustomerNeeds,CharacteristicsandBehaviorJanuary24thLecture1CustomerNeeds,Characteristi38OutlineofJanuary24thLectureUnderstandCustomerNeedsbyreviewingDrivingandNon-DrivingTasks,andVehicleUsages.UnderstandCustomerSatisfaction“Kano”ModelLearnQualityFunctionDeployment(QFD)LaunchProjectP-2andItsProcedure

2OutlineofJanuary24thLectu39VehicleUsersandUsagesUnderstandtheMarketSegment(e.g.Economy/luxury/ultraluxury;car/truck/SUV;US/Europe/Japan/Asia,etc.)Thinkaboutwhoaretheusers(Determineuserpopulation:Distributionofage,anthropometricandothercharacteristics)StudyUsages–HowtheyinteractwithandusethevehicleOurgoalistodesignthevehicletosatisfytheusers–i.e.makethevehiclecomfortable,convenientandsafeformost(95%,99%)oftheusers3VehicleUsersandUsagesUnder40Trip:VehicleUsageStepsandSomeConsiderations*GetKeyandKeyfob--finding,holding,operating;gloves,fingernails;OtherobjectsbroughtwiththemtocarryinthevehicleUnlockDoor–insertingfingers,grasping,operating;gloves;fingerringsOpenDoor--dooropeningforces,swingspace;clearancetoshin,head,torso,etc.*=Thinkabouthumandimensions,forcesexerted,bodypostures,memorizedinformation,userfamiliarity,informationgathered,etc.--comfort,convenience,safety.4Trip:VehicleUsageStepsand41VehicleUsageStepsEnteringandDoorClosing--doorregrasp,holdings/wanddoor,footmovements,kneemovements,buttocksslide;doorswingspace,mappockettorockerspace,kneespace,thighspacebetweenseatandsteeringwheel,drivercenterlinetorocker,rockerheight,seatheight,headroom,grabhandle/pocketSeatAdjustments--findingseatcontrols,graspingandoperating;postureandhandclearanceBodyAccommodationSpace--Headroom,legroom,kneeroom,footroom,shoulderroom,elbowspace,stomachclearance5VehicleUsageStepsEnteringa42VehicleUsageStepsVisibility--front,sidesandrear;in-directfieldofview(mirrors);obscurationsduetopillars,headrests,etc.MirrorAdjustments--finding,operating;fingerclearancesKeyInsertionandStarting--keygrasp,orientation,alignment;knuckle-handclearance6VehicleUsageStepsVisibility43VehicleUsageStepsGearShifting–reach,handgrasp,movements,forces;handspace,clearancestoashtray,cups/cupholder,parkingbrake,console,footmovementsforpedals,etc.Steering--locationwithrespecttodrivercenterline;Stomach,thigh,hand,elbow,shin,kneeandfootspacesPedalOperation--locationwithrespecttodrivercenterline,steeringwheel;footpositioning,heellocations(HeelPoint),balloffoot(BOF)location,brakepedallift-off,footspace,rightfootrest7VehicleUsageStepsGearShift44VehicleUsageStepsHandControlOperation--location,visibility,legibility,operation,clearances,forces,etc.HandSupport--armrestandconsoleheight,lateralandlongitudinallocationsSeatingComfort--seatcushionandbackangles,cushionlength,breadth,backheight,lumbarsupport,curvatures,padding,bolsters,seatingreferencepoint(SgRP),etc.8VehicleUsageStepsHandContr45VehicleUsageStepsParking--Visibility,proximitytootherobjectsDoorOpening--insidedoorreleaselocation,clearances,etc.Exiting--Handandfootmovements,grasps,bodyspace,etc.9VehicleUsageStepsParking--46MethodstoObtainInformationObservations:Whoobserves?Whatisobserved?Howobserved?When/whereobserved?NumberofobservationsCommunications:Usersurveys–Whotosurvey?Howtosurvey?Experimentation:Measurements/observationsduringstagedsituations(e.g.differentproductconfigurations)10MethodstoObtainInformatio47ExperimentalEvaluationofStepHeightsbyUseofaDirectionofMagnitudeRatingScale11ExperimentalEvaluationofS48DrivingTasksWhiledriving,thedriverperformsanumberoftasks.Thetaskscanbeclassifiedasfollows:LateralControlofhis/hervehicle:MaintainingvehiclewithinagivenlaneLongitudinalControl:Maintainingcontrolintheforward(X)directionintheroadwayandmaintainingdistancefromtheleadvehicleinthesamelane.RoadwayMonitoring:Acquiringinformationaboutthestateoftheroadwayandtraffic(readingsigns,signals,trafficcontroldevices;detectingobjectsonoronthesidesofroadway,etc).12DrivingTasksWhiledriving,49DrivingTasks(contd.)CrashAvoidance:Avoidingcollisionwithobjectsinthevehiclepath.RouteGuidance:Obtaininginformationaboutintendeddestinationfromrouteguidancesignsormemorizedroadwaylandmarks.UsingIn-VehicleControlsandDisplays:Acquiringinformationfromdisplaysandcontrols.AdjustingandusinginsideandoutsidemirrorsOtherNon-DrivingTasks:Listening/talkingtopassengers,usingcarphonesorotherin-vehicledevices,eating,readingmaterials,searching/graspingobjects(e.g.coins,maps,papers,etc.)13DrivingTasks(contd.)Crash50FactorsAffectingDrivingTasksWhataredrivingtasks?Howarethesetasks

affectedbytypesofroadwaysanddrivingsituationsontheroadwaysandtheenvironment?--LateralControl

(e.g.snowonthepavement)--LongitudinalControl

(e.g.speed)--Respondingtoexternalevents

–traffic(othervehicles;pedestrians,animals,etc.)--RouteGuidance

(rmationdisplayedonhighwaysigns)--In-VehicleTasks(e.g.instrumentpanellayout)14FactorsAffectingDrivingTa51EffectofOtherFactorsonTasksAge(Young–overinvolvedinaccidents;Old—adaptationduetocapabilitydeterioration)GenderFatigue,Alcohol,SleepDeprivation(DrowsyDriver)WeatherVehicleParameters(BodyStyle,Age/Degradation)15EffectofOtherFactorsonT52DrivingPerformanceStudiesandDataTasksstudiedextensively(byhighwaydesigners)andwhy?--CarFollowing,Headwaymaintenance

–TrafficFlows/HighwayCapacities(Vehiclesperlane)--VelocityMaintenance–TrafficSpeeds/Flows--Lateralaccelerations

–NegotiatingCurvesandEvasivemaneuvers--Acceleration–Startingfromstop,enteringfreeways--Deceleration–Braking,approachingintersections--ObjectDetection/Recognition--DriverDecisionMaking16DrivingPerformanceStudies53AreasthatVehicleManufacturersStudyDriverPositioningandPackagingDriverInformationalNeedsFieldofViewControlsandDisplaysEntry/ExitLoading/UnloadingStorageSpacesService&Maintenance17AreasthatVehicleManufactu54Goal:CustomerSatisfactionKanoModelofQualitysuggestsrelationshipsofdissatisfiers(unspokenwants),satisfiers(Givemoreof),anddelighters(Wows)tocustomersatisfaction(CTS=RequirementsCriticaltoCustomerSatisfaction).RemoveDissatisfiersAddDelightsIncreaseIncreaseSatisfiers18Goal:CustomerSatisfactionK55DimensionsofProductQuality19DimensionsofProductQualit56TranslatingCustomerNeedsforVehicleDesignMarketingWants–Basedoncustomersurveys,feedback,etc.DataonCustomerSatisfaction,Warranty,Repairs–fromDealers,J.D.Power,AutoMagazines,etc.BenchmarkingCorporateDatabases,EngineeringRequirementsStandardsandRegulations20TranslatingCustomerNeedsf57QualityFunctionDeployment(QFD)ToolusedbyJapaneseinthe1980stocascadecustomerneedsintoproductspecificationItisacomprehensiveproductplanningtoolRequiresmulti-functionalteaminvolvementTimeconsuming21QualityFunctionDeployment58QualityFunctionDeployment(QFD)P-2:SecondHomeWorkProjectP-2Reports&PresentationsdueonFebruary14th.(DistanceLearningStudentsmustuploadPowerPointwithVerbalPresentationandReportFilesbeforethescheduledlectureontheduedate.)22QualityFunctionDeployment59QualityFunctionDeployment(QFD)Alsocalled“HouseofQuality”23QualityFunctionDeployment60QFDItisaproductplanningtoolusedtofulfillcustomerexpectations.Itisadisciplinedapproachtoproductdesign,engineering,andproduction.Itcanimproveengineeringknowledge,productivit