S公司铁路信息化产品运维服务质量改进研究  

Research on the Improvement of Operation and Maintenance Service Quality of S Company’s Railway Informationization Products

作　　者：孙勇坡 党亚峥[1] 杨灿 Yongpo Sun;Yazheng;Dang;Can Yang(Business School,University of Shanghai for Science and Technology,Shanghai)

机构地区：[1]上海理工大学管理学院,上海

出　　处：《建模与仿真》2025年第2期563-569,共7页Modeling and Simulation

摘　　要：随着铁路运输行业的快速发展,列车调度系统、乘客信息系统、安全监控系统等信息化产品在提升铁路运营效率和安全性方面发挥着至关重要的作用。S公司在铁路信息化产品运维服务方面面临着行业发展的挑战和机遇。本文通过文献综述、问题分析、数学模型建立、模型求解与优化、结果分析等步骤,系统地研究了S公司铁路信息化产品运维服务质量改进问题。研究发现,响应时间慢、故障处理效率低、用户满意度不高等问题与技术限制、流程不合理、资源分配不均等因素有关。本文建立了排队论模型和可靠性模型来描述故障处理过程和评估系统的稳定性,并提出了增加技术支持人员、优化故障处理流程、资源动态分配、故障预测和预防等优化策略。模拟实验结果表明,这些策略能有效提高系统利用率、降低平均等待时间,并提高故障处理成功率。本文的研究为铁路信息化产品的运维服务提供了理论支持和实践指导。With the rapid development of the railway transportation industry,informationization products such as train dispatching systems,passenger information systems,and safety monitoring systems play a crucial role in improving the efficiency and safety of railway operations.S Company faces challenges and opportunities in the operation and maintenance services of railway informationization products.This paper systematically studies the improvement of the operation and maintenance service quality of S Company’s railway informationization products through literature review,problem analysis,mathematical model establishment,model solution and optimization,and result analysis.The study found that issues such as slow response time,low fault handling efficiency,and low user satisfaction are related to factors such as technical limitations,unreasonable processes,and uneven resource allocation.This paper establishes queuing theory models and reliability models to describe the fault handling process and evaluate the stability of the system,and proposes optimization strategies such as increasing technical support personnel,optimizing fault handling processes,dynamically allocating resources,and fault prediction and prevention.The results of the simulation experiments show that these strategies can effectively improve system utilization,reduce average waiting time,and increase fault handling success rates.This study provides theoretical support and practical guidance for the operation and maintenance services of railway informationization products.

关 键 词：铁路信息化 运维服务 服务质量 改进研究 

分 类 号：F532[经济管理—产业经济] F532.6