结合FMEA和3D矢量空间的服务设计效能评估方法研究

王伟伟; 朋启钊; 温志强; 顾炎辉; 王建良

doi:10.19554/j.cnki.1001-3563.2026.06.014

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包装工程（设计栏目） ›› 2026, Vol. 47 ›› Issue (6) : 148-159. DOI: 10.19554/j.cnki.1001-3563.2026.06.014

工业设计

结合FMEA和3D矢量空间的服务设计效能评估方法研究

王伟伟^1*, 朋启钊¹, 温志强¹, 顾炎辉², 王建良³

作者信息 +

Service Effectiveness Evaluation Method Integrating FMEA and 3D-VSM

WANG Weiwei^1*, PENG Qizhao¹, WEN Zhiqiang¹, GU Yanhui², WANG Jianliang³

Author information +

文章历史 +

摘要

目的为了解决传统失效模式及效应分析法（FMEA）在多维评估中的局限性,如维度关联性差、对极端值敏感及缺乏可解释性,提出一种结合3D矢量空间（3D-VSM）和模糊层次分析法（F-AHP）的定制客运服务效能评估新方法,以提升评估精度和可解释性。方法针对传统FMEA方法在服务效能评估中的问题,引入3D矢量空间多属性决策法,结合模糊层次分析法与数据归一化处理,构建新的评估模型,并通过矢量化表示失效触点,考虑评估维度的独立性与相互关系,同时利用矢量模和向量夹角等数学指标提高评估结果的可解释性。结果以商西定制客运服务为案例进行实证分析,表明新方法模型在失效触点识别、稳定性、可信度和可解释性方面较传统FMEA方法表现优越。结论新方法模型为定制客运服务的失效评估与管理提供了更加精准且可操作的工具,显著提升了评估质量与精度,同时为服务设计优化提供了创新的理论框架和实践路径。

Abstract

In order to address the limitations of the traditional Failure Modes and Effects Analysis (FMEA) method in multi-dimensional evaluation, such as poor dimensional independence, sensitivity to extreme values, and lack of interpretability, the work aims to propose a new effectiveness evaluation method combining 3D Vector Space Model (3D- VSM) and Fuzzy Analytic Hierarchy Process (F-AHP) for customized carpooling services, to improve evaluation accuracy and interpretability. To overcome the issues of traditional FMEA in service effectiveness evaluation, a multi-attribute decision-making method based on 3D-VSM was introduced, incorporating F-AHP and data normalization. A new evaluation model was constructed, which utilized vector representation of failure touchpoints, considered both the independence and interrelationship of evaluation dimensions, and enhanced the interpretability of results through mathematical indicators such as vector magnitude and angle. An empirical analysis based on the Shangluo-Xi'an customized carpooling service case demonstrated that the proposed method outperformed traditional FMEA in terms of failure touchpoint identification, stability, credibility, and interpretability. The new model provides a more precise and actionable tool for failure evaluation and management of customized carpooling services, significantly improving evaluation quality and accuracy and also offers an innovative theoretical framework and practical path for service design optimization.

导出引用1

王伟伟, 朋启钊, 温志强, 顾炎辉, 王建良. 结合FMEA和3D矢量空间的服务设计效能评估方法研究[J]. 包装工程. 2026, 47(6): 148-159 https://doi.org/10.19554/j.cnki.1001-3563.2026.06.014

WANG Weiwei, PENG Qizhao, WEN Zhiqiang, GU Yanhui, WANG Jianliang. Service Effectiveness Evaluation Method Integrating FMEA and 3D-VSM[J]. Packaging Engineering. 2026, 47(6): 148-159 https://doi.org/10.19554/j.cnki.1001-3563.2026.06.014

中图分类号： TB472 F274 F426.63

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