基于系统工程的民机客户服务研制思路探究

Exploring the Approach for Civil Aircraft Customer Service Development Based on Systems Engineering

摘要: 为构建国际一流的民机客户服务体系，需在型号研制阶段开展有效的民机客服工程研制工作，作为型号研制整体工作的一部分，民机客户服务研制工作也应该按照系统工程的思想开展研制工作。在民机研制系统工程过程中，需求是民机系统各层级研制的根本驱动力，围绕需求和对应的方案开展设计工作，明确需求架构及相应方案的层级和相互关系。通过分析民机客户服务发展趋势，明确民机客户服务概念、范围，结合型号客服产品研制和试飞问题处置经验，形成客服研制模型，探索客服产品正向设计过程，对于落实系统工程要求，确保客服产品满足用户需求具有参考意义。

Abstract: In order to build a world-class civil aircraft customer service system, it is necessary to carry out an effective civil aircraft customer service engineering development in the program development phase. As a part of aircraft development, it is necessary to carry forward the design in the civil aircraft customer service development. Requirements are the fundamental driving force for the development of civil aircraft systems at all levels. So, the customer service engineering development shall be carried out around the requirements and solutions, and clarify the hierarchy of the requirements architecture and the relationships among the corresponding solutions. By analyzing the development trend of customer service, and the concept and scope of civil aircraft customer service. Combined with the development experience of customer service products, the forward design model is formed, and explores the forward design process, which has reference significance for implementing systems engineering requirements and ensuring the customer service product meets the customer service needs.