基于产品服务融合的服务型制造企业服务创新方法研究

为了提升服务型制造企业的服务创新能力,促进企业更好地进行服务创新,本文提出了基于产品服务融合的服务创新方法,分析了产品服务融合的概念,采用关联规则算法识别出能够进行融合的产品或服务模块,在此基础上,开发出新产品服务系统的概念,并通过模块化的方法对这些模块进行相互融合,设计出新产品服务系统。最后,通过一个应用实例说明了该方法的应用过程。该方法能够为客户提供多样化的服务,从而更加灵活地满足不同客户的个性化需求。     

既定产品技术下制造企业服务创新价值创造机理研究

制造企业服务化是服务创新的过程,与产品技术紧密相关。聚焦制造企业既定产品技术下的服务创新问题,构建了考虑产品技术的服务创新供需价值创造模型,刻画了制造企业服务创新价值创造随时间推移的演变规律。研究表明:服务创新可以延长既定产品技术的市场寿命,其价值创造随时间演化呈现倒U型,为企业新技术采用提供了时间参考;在产品技术独断期,基础性服务创新为后续的提升性服务创新奠定了基础;与服务质量相关的成本是遏制服务创新连续性价值创造的根本原因。研究结论为制造企业服务创新及规避服务悖论提供了理论指导。     

产品服务能力与定价联合优化策略机制研究——基于动态性和非线性视角

为了快速响应客户需求的动态变化和提高产品服务能力的管理效率,运用状态相关需求率函数和成本收益率函数,建立用以解决产品服务需求动态性和非线性难题的排队优化模型。通过考虑产品服务化过程中客户需求变化特征,从服务能力和价格两个维度将客户划分为实惠型、经济型、专业型和品质型四个不同类别。依据客户产品服务需求动态演变阶段,针对服务能力与价格的内在关联性,运用排队优化模型分别构建了成本领先策略、服务能力领先策略、价格领先策略和产品服务能力定价联合策略。最后,借助南阳泵业企业运营实例,验证了产品服务能力定价联合策略的优越性,并给出产品服务能力定价联合策略演化路径及其实施对策。     

考虑销售策略的产品与增值性服务联合定价与协调契约研究

运用服务展开差异化竞争、增强产品竞争力已成为制造企业的战略选择.通过构建制造商和强势零售商的利润模型,研究了产品质量影响下产品与增值性服务捆绑销售的最优策略问题,对增值性服务单独及捆绑销售下的产品及增值性服务价格,产品质量的优化决策进行了分析,并进一步研究了强势零售商主导产业链背景下的产品与增值性服务协调问题.研究发现,不同销售策略下产品和增值性服务价格之和的高低与产品生产成本具有相关关系;制造商和强势零售商可以在一定范围内同时实现利润的帕累托改进;对于增值性服务成本的控制是降低产品零售价格的重要因素;协调前后强势零售商的利润变化情况与增值性服务和产品的互补性密切相关,协调契约可以提高捆绑销售下的产品和增值性服务价格,进而增加强势零售商和制造商的收益.并通过数值仿真验证了相关结论的有效性.     

具有可选服务的M/M/1排队模型主算子的点谱

本文研究当顾客的到达率λ,必选服务的服务率μ1,可选服务的服务率μ2以及顾客选择可选服务的概率r满足条件λ/u1+rλ/μ2时,具有可选服务的M/M/1排队模型的主算子在左半实轴上的特征值,证明该条件下模型主算子的点谱包含左半实轴上的区间(max{-λ,-μ1μ2-λ(μ1r+μ2)/|μ1(1-r)-λ|},0).     

面向客户群的服务方案配置规则挖掘方法

产品/服务配置规则获取的主要方式是用数据挖掘技术从设计实例数据库中提取.客户化服务方案配置规则为服务功能需求和方案特征间的关联规则.考虑到常用关联规则挖掘算法Apriori具有运算复杂的缺点,提出基于PIETM(Principle of Inclusion—Exclusion and Transaction Mapping)算法的配置规则挖掘方法,考虑置信度和有趣度指标,提取强关联规则.针对配置实例数据库数据量较大时,配置规则挖掘的效率会降低且会产生大量冗余规则的问题,采用二元语义模型表达定性的服务功能需求,将同类客户群的功能需求进行合并,替换多样化的功能需求,减少规则的冗余.最后以一工程机械制造企业服务方案配置规则挖掘为例,验证了所提方法的有效性.     

面向混合产品生成的客户知识均衡及有效边界识别研究

客户知识间的替代效应易使制造企业对客户知识吸收失真,将不利于混合产品生成。依据客户两类知识和混合产品中实物产品与衍生服务的映射特性,构建了面向混合产品生成的客户两类知识均衡模型。研究发现,在混合产品生成中,若制造企业获取的客户两类知识呈替代效应时,供需双方间的知识转移存在以知识替代系数为特征的有效边界,且吸收呈两极分化的“马太效应”;若制造企业吸收的客户两类知识呈互补效应时,制造企业能实现可持续性的知识创新,从而使供需双方的知识转移呈现协同增长的趋势。     

考虑加工速率相互干扰的平行机调度最优策略研究

随着智能互联网的应用深入、个性化消费时代的来临,制造服务企业开始注重利用网络平台为客户提供个性化的定制服务,在此过程中派生出了产品设计师可与多名客户在线同步交互的一种新型服务模式。本文根据设计师服务效率受并行服务客户数量影响的特征,将问题刻画为机器处理速度相互影响的一类平行机调度模型,以最小化总完工时间为优化目标,研究设计最优调度方案。首先,对于只有两名设计师且各自同时处理最多两个任务的情形,提出了改进的SPT调度规则,运用归纳法证明了该规则可以生成最优加工方案。其次,对改进的SPT规则进行任务分配方式的适当松驰以便更加易于操作,并证明松驰后的新分配方案保持了解的最优性。最后,将相关结论推广至多名设计师的一般情形。上述研究为个性化在线定制服务模式下的有效调度策略制定提供了良好的理论支撑。     

基于顾客排队的服务供应链协调策略研究

现阶段对于服务供应链的研究仍受限于传统产品供应链的研究框架,专门针对服务特性的供应链研究是该领域的核心议题。基于服务供应链面向顾客的独有特性,首先分析了服务供应链中服务提供商、集成商与顾客之间的服务关系,然后构建了基于顾客排队的服务供应链模型,其次探讨了集中式和分散式服务供应链下双方的决策问题。研究结果表明,服务提供商、服务集成商通过选择合理的成本共担系数,制定相应的成本共担契约,是协调分散式服务供应链、实现帕累托最优的最佳策略。研究结论对于开拓和深化服务供应链研究具有一定的启示意义。     

基于网络顾客行为意向的物流服务供应链定价策略

就一个运营网络购物的供应链,分析物流服务需求方和服务提供方的定价和服务水平决策等问题。在成本共担优化模型中考虑基于顾客购买行为意向的产品需求函数,进而分别给出非合作、准合作和完全合作模式下供应链企业决策间的关系,以及网购顾客重购概率对最优定价策略的影响。结论有:证明三种合作模式下双方最优策略的存在性及存在条件;给出最优产品定价策略和服务定价策略间的数量关系,并证明其与网购顾客行为意向有关。数值分析表明,最优定价策略随服务水平和网购顾客重购概率的变化趋势受成本共担系数的影响;较小的成本分摊系数使最优产品定价随着服务水平和网购顾客重购概率的变化幅度增大。     

制造企业成品出入库两级排队协同服务模型

优化企业成品出入库协同服务水平、平衡工作负荷,从而提高企业仓储服务效率、降低物流成本,是现代制造企业亟待解决的一个重要的管理细节问题。针对这个问题,本研究以仓储入库和出库两个排队过程为研究对象,建立出入库等待时间溢出情景下的两级排队协同服务模型,分析了在排队等待时间控制目标下,出入库员工优化配置方案。该模型引入溢出和串联两个协同服务机制,分三种情景即前方与后方服务台都有空闲,前方繁忙与后方空闲,前方空闲(或繁忙)与后方繁忙,建立了各情景下的系统状态转移方程,求解系统状态的概率,并进而推算出反映系统表现的各项指标,如员工使用率,队列长度,等待时间,以及等待时间超过溢出界值的概率。用制造企业成品出入库管理案例进行验证分析,对企业目前采用的M/M/S出入库排队系统与两级排队协同服务系统进行了数值计算对比。结果表明后者能有效提升出入库服务效率,减少出入库排队系统平均等待时间,降低由于入库和出库两个服务过程效率不均衡而产生的企业内部物流成本,是提升企业内部物流协同管理水平的一个重要方法。其应用可以服务于仓储出入库协同管理的信息化与自动化水平的提高。     

Joint determination of production run length and number of standbys in a deteriorating production process

Two economic manufacturing quantity models with unrepairable and repairable standby key modules are proposed in this study that determine the economic production run length and the economic number of standbys in a deteriorating production process, where the key module of the production unit deteriorates over time and incurs some portion of defective items. For the model with unrepairable standbys, the active key module, once deteriorating, is replaced by a standby and the module itself is disposed. For the model with repairable standbys, the deteriorating key module is replaced by a standby and the module is then sent to the service center for maintenance. When completing the maintenance, it then joins the standbys for later production use. By minimizing the annual cost, which takes into account setup cost, holding cost, costs due to standbys and defective items, the economic production run length and the economic number of standbys are obtained for each of the proposed models.     

Economic application in a finite capacity multi-channel queue with second optional channel

We consider a finite capacity M/M/R queue with second optional channel. The interarrival times of arriving customers follow an exponential distribution. The service times of the first essential channel and the second optional channel are assumed to follow an exponential distribution. As soon as the first essential service of a customer is completed, a customer may leave the system with probability (1 − θ) or may opt for the second optional service with probability θ (0 ? θ ? 1). Using the matrix-geometric method, we obtain the steady-state probability distributions and various system performance measures. A cost model is established to determine the optimal solutions at the minimum cost. Finally, numerical results are provided to illustrate how the direct search method and the tabu search can be applied to obtain the optimal solutions. Sensitivity analysis is also investigated.     

Queueing analysis on a single-station make-to-stock/make-to-order inventory-production system

We consider a one-station production system that produces standard products for ordinary demands and custom products for specific demands. In this system, the workstation has two manufacturing modes. In mode 1, it produces standard products and, in mode 2, it produces custom products by performing the additional alternating works on one existing finished standard product. Base-stock control policy is applied to control the production of standard products. The fill rate of the ordinary demand and the on-time-delivery-rate of the specific demand are considered as the measures of the qualities of service. By assuming an Markovian system, qualities of service under base-stock policy are obtained; furthermore, the optimal base-stock level can be obtained numerically under the requirements on the qualities of services.     

The application of reliability constrained stochastic capacity planning models to the service sector

Emphasis on quality management has recently permeated not only the manufacturing sector, but the service sector as well. Consequently, quality service and consumer satisfaction have become realities for many monopolistic service oriented industries facing competition. In order to effectively implement timely service within these industries (i) capacity plans must be developed which provide adequate staffing during both peakload and offpeak hours, as well as optimal (ii) prices and (iii) reliability of service. This paper builds on the results of Boronico (1992) in illustrating how reliability constrained marginal cost, within which optimal price is embodied, and minimum cost capacity plans may be determined for a service provider facing stochastic demand. Excess demand is not lost, but is deferred: a characteristic that typifies the operation of many delivery systems, such as postal services. Results indicate that marginal costs are convex with respect to reliability of service, while changes in the demand distribution's variability may impact optimal capacity by either increasing or decreasing required capacity.     

Due date assignment for multistage assembly systems

This paper is concerned with the study of the constant due-date assignment policy in a multistage assembly system. The multistage assembly system is modeled as an open queueing network. It is assumed that the product order arrives according to a Poisson process. In each service station, there is either one or infinite machine with exponentially distributed processing time. The transport times between every pair of service stations are independent random variables with generalized Erlang distributions. It is assumed that each product has a penalty cost that is some linear function of its due-date and its actual completion time. The due date is found by adding a constant to the time that the order arrives. This constant value is the constant lead time that a product might expect between time of placing the order and time of delivery. By applying the longest path analysis in queueing networks, we obtain the distribution function of manufacturing lead time. Then, the optimal constant lead time is computed by minimizing the expected aggregate cost per product. Finally, the results are verified by Monte Carlo simulation.     

A fuzzy logic-based decision model to satisfy goals for successful product/service introduction

The Dempster–Shafer theory of evidence is applied to a multiattribute decision-making problem where the decision maker must determine which of several products/services have the best opportunity for success in a competitive marketplace. Multiattribute decisions are generally constrained by the uncertainty inherent in assessing the relative importance of each attribute element that is needed for success and the evaluation of the product/service to be introduced. The relative importance of each attribute element deemed necessary for success is assessed by the decision maker as a goal to be met. The evaluation of each product/service is addressed through expert opinion about the degree to which each element is contained in each product/service. Then the belief and plausibility that a product/service will satisfy the decision maker's goal are calculated. The decision to introduce a product or service depends on the evaluation of the anticipated loss from introduction of a product/service into a competitive market.