客户满意度视角下面向产品服务系统订单的调度问题研究  

The order scheduling problem of product-service systemfrom the perspective of customer satisfaction

作　　者：张杨[1,2,3] 但斌 高华丽[4] ZHANG Yang;DAN Bin;GAO Huali(School of Economics and Business Administration,Chongqing University,Chongqing 400044,China;School of Management,Chongqing Technology and Business University,Chongqing 400067,China;Chongqing Key Research Base of Humanities and Social Sciences,Research Center for Enterprise Management of Chongqing Technology and Business University,Chongqing 400067,China;School of Management,Southwest University of Political Science&Law,Chongqing 401120,China)

机构地区：[1]重庆大学经济与工商管理学院,重庆400044 [2]重庆工商大学管理学院,重庆400067 [3]重庆市人文社科重点研究基地重庆工商大学企业管理研究中心,重庆400067 [4]西南政法大学商学院,重庆401120

出　　处：《管理工程学报》2021年第5期202-211,共10页Journal of Industrial Engineering and Engineering Management

基　　金：国家自然科学基金资助项目(71572020);国家重点研发计划项目(2018YFB1701502);2019年重庆市教育委员会人文社会科学研究基地项目(19JD042);重庆工商大学高层次人才科研启动项目(950319002)。

摘　　要：本文基于客户的服务时间窗要求和最晚可接受交付时间,考虑服务型制造企业在交付产品服务系统(PSS)时的客户满意度,研究了一类典型PSS订单的调度优化问题。问题中每个PSS订单需先由多条生产线分别制造产品的各个部件,然后由一支安装团队为客户提供安装服务,以最大化客户满意度总和为目标建立了PSS订单调度问题的优化模型,根据问题特点分别设计了改编的NEH构造型启发式算法和DDE-SA混合元启发式算法来求解模型,在仿真实验中检验了不同调度规则下改编NEH算法和DDE-SA算法的有效性。结果表明,基于几何平均松弛时间递增调度规则的NEH算法的性能优于其他调度规则,适用于时间有限且规模较小的PSS订单调度问题;DDESA算法具有较强的鲁棒性且明显优于单纯的离散差分进化算法和模拟退火算法,适用于时间充足且有较高求解质量要求的大规模PSS订单调度问题。With the increasingly fierce market competition and the growing demand for personalized service,many traditional manufacturing firms not only sell products,but also provide product service system(PSS)for customers,thus realizing the transformation from product-oriented manufacturing to service-oriented manufacturing.PSS is defined as an integrated solution of products and services.It can not only improve the competitiveness and profitability of manufacturing enterprises,but also improve customer satisfaction and loyalty.Although PSS has many advantages and has been widely used in business,a lot of management problems remain to be solved.Therefore,numbers of scholars focus on PSS and study it extensively in recent years.In the service-oriented manufacturing mode,service quality has become an important driving force for the development of manufacturing firms,and customer satisfaction is an important index to evaluate service quality.For the equipment purchase and installation contract of the common PSS order type in the equipment manufacturing industry(such as elevator,wind power and other industries),customers usually specify the time windows of service start and end.The start time of a time window is the earliest service time allowed,that is,the earliest time service can be provided;before this time,due to the lack of installation conditions or other reasons,the customer cannot accept the service.The end time of a time window is the deadline.Not only will goodwill and customer satisfaction decline,but also the manufacturing firms need to pay a penalty for delayed delivery of services to potential customers.In order to provide service within the time windows required by customers,manufacturing firms must carefully formulate PSS order scheduling strategies to achieve the highest possible customer satisfaction.Therefore,how to optimize customer satisfaction as the goal of PSS order scheduling is an urgent practical problem for service-oriented manufacturing firms.In the PSS order scheduling problem,the product compo

关 键 词：产品服务系统 订单调度 客户满意度 NEH算法 离散差分进化算法 

分 类 号：C931[经济管理—管理学] F406