线形网络上单台车辆分群调度问题

本文研究线形网络上单台车辆分群调度问题:若干客户分布在一条直线上,它们被划分成若干个连续子集,其中每个子集称为一个群;每个客户有一个释放时间和一个服务时间;一台机器服务所有客户,且要求每个群内的客户连续服务;目标为极小化时间表长。该问题分两种形式:返回型和不返回型。返回型的时间表长定义为机器服务完所有客户后返回其初始位置的时间;不返回型的时间表长则定义为所有客户的最大完工时间。我们的结果是:对每个客户服务时间为零的情形,证明了两种形式均可在O(n²) 时间内解决;对每个客户服务时间任意的情形,就返回型和不返回型,分别给出了16/9和13/7近似算法。     

A machine learning approach to process improvement in a telecommunications company

Redesigning and improving business processes to better serve customer needs has become a priority in service industries as they scramble to become more competitive. This paper describes an approach to process improvement that is being developed collaboratively by applied researchers at US WEST, a major telecommunications company, and the University of Colorado. Motivated by the need to streamline and to add more quantitative power to traditional quality improvement processes, the new approach uses an artificial intelligence (AI) statistical tree growing method that uses customer survey data to identify operations areas where improvements are expected to affect customers most. This AI/statistical method also identifies realistic quantitative targets for improvement and suggests specific strategies (recommended combinations of actions) that are predicted to have high impact. This research, funded in part by the Colorado Advanced Software Institute (CASI) in an effort to stimulate profitable innovations, has resulted in a practical methodology that has been used successfully at US WEST to help set process improvement priorities and to guide resource allocation decisions throughout the company.     

A mixed-integer programming approach to the clustering problem with an application in customer segmentation

This paper presents a mathematical programming based clustering approach that is applied to a digital platform company’s customer segmentation problem involving demographic and transactional attributes related to the customers. The clustering problem is formulated as a mixed-integer programming problem with the objective of minimizing the maximum cluster diameter among all clusters. In order to overcome issues related to computational complexity of the problem, we developed a heuristic approach that improves computational times dramatically without compromising from optimality in most of the cases that we tested. The performance of this approach is tested on a real problem. The analysis of our results indicates that our approach is computationally efficient and creates meaningful segmentation of data.     

A methodology based on profitability criteria for defining the partial defection of customers in non-contractual settings

The defection or churn of customers represents an important concern for any company and a central matter of interest in customer base analysis. An additional complication arises in non-contractual settings, where the characteristics that should be observed to saying that a customer has totally or partially defected are not clearly defined. As a matter of fact, different definitions of the churn situation could be used in this context. Focusing on non-contractual settings, in this paper we propose a methodology for evaluating the short-time economic effects that using a certain definition of churn would have on a company. With this aim, we have defined two efficiency measures for the economic results of a marketing campaign implemented against churn, and these measures have been computed using a set of definitions of partial defection. Our methodology finds that definition maximizing both efficiency measures and moreover, the monetary amount that the company should invest per customer in the campaign for achieving the optimal solution. This has been modelled as a multiobjective optimization problem that we solved using compromise programming. Numerical results using real data from a Spanish retailing company are presented and discussed in order to show the performance and validity of our proposal.     

Customer satisfaction measurement in the private bank sector

Customer satisfaction represents a modern approach for quality in enterprises and organisations and serves the development of a truly customer-focused management and culture. Measuring customer satisfaction offers an immediate, meaningful and objective feedback about clients’ preferences and expectations. In this way, company’s performance may be evaluated in relation to a set of satisfaction dimensions that indicate the strong and the weak points of a business organisation. This paper presents an original customer satisfaction survey in the private bank sector. The implemented methodology is based on the principles of multicriteria analysis and preference disaggregation modelling. The most important results are focused on the determination of the critical service dimensions and the segmentation to customer clusters with distinctive preferences and expectations.     

A scatter search heuristic for the capacitated clustering problem

This paper proposes a scatter search-based heuristic approach to the capacitated clustering problem. In this problem, a given set of customers with known demands must be partitioned into p distinct clusters. Each cluster is specified by a customer acting as a cluster center for this cluster. The objective is to minimize the sum of distances from all cluster centers to all other customers in their cluster, such that a given capacity limit of the cluster is not exceeded and that every customer is assigned to exactly one cluster. Computational results on a set of instances from the literature indicate that the heuristic is among the best heuristics developed for this problem.     

基于改进轮廓系数法的航空公司客户分群研究

鉴于航空公司在客户聚类分群中对聚类效果进行评价并确定最佳k值的轮廓系数法存在时间复杂度过高O(n2)以及准确率较低问题,文章首先采用对象与同簇或不同簇中心间距离计算来替换同类或异类对象间的距离计算,并通过聚类效果变化率确定轮廓系数调节位置及调节权重,提出一种改进的轮廓系数法;其次,基于预处理且特征选择后真实航空公司客户数据构建聚类模型,借助改进轮廓系数法确定最优客户分群,并构建用户画像;最后,针对不同航空公司分群客户进行特征描述并提出相应个性化服务措施,辅助航空公司为客户提供个性化产品与服务。实证研究结果表明:不同样本量下改进轮廓系数法的精确率和运行效率均有所提升;基于改进轮廓系数法的航空公司客户分群结果符合客观实际,所提服务措施为航空公司最大化客户需求、提高客户满意度提供借鉴。     

Effect of global FCFS and relative load distribution in two-class queues with dedicated servers

In this paper, we investigate multi-class multi-server queueing systems with global FCFS policy, i.e., where customers requiring different types of service—provided by distinct servers—are accommodated in one common FCFS queue. In such scenarios, customers of one class (i.e., requiring a given type of service) may be hindered by customers of other classes. The purpose of this paper is twofold: to gain (qualitative and quantitative) insight into the impact of (i) the global FCFS policy and (ii) the relative distribution of the load amongst the customer classes, on the system performance. We therefore develop and analyze an appropriate discrete-time queueing model with general independent arrivals, two (independent) customer classes and two class-specific servers. We study the stability of the system and derive the system-content distribution at random slot boundaries; we also obtain mean values of the system content and the customer delay, both globally and for each class individually. We then extensively compare these results with those obtained for an analogous system without global FCFS policy (i.e., with individual queues for the two servers). We demonstrate that global FCFS, as well as the relative distribution of the load over the two customer classes, may have a major impact on the system performance.     

The Clustered Orienteering Problem

In this paper we study a generalization of the Orienteering Problem (OP) which we call the Clustered Orienteering Problem (COP). The OP, also known as the Selective Traveling Salesman Problem, is a problem where a set of potential customers is given and a profit is associated with the service of each customer. A single vehicle is available to serve the customers. The objective is to find the vehicle route that maximizes the total collected profit in such a way that the duration of the route does not exceed a given threshold. In the COP, customers are grouped in clusters. A profit is associated with each cluster and is gained only if all customers belonging to the cluster are served. We propose two solution approaches for the COP: an exact and a heuristic one. The exact approach is a branch-and-cut while the heuristic approach is a tabu search. Computational results on a set of randomly generated instances are provided to show the efficiency and effectiveness of both approaches.     

The uncapacitated facility location problem with demand-dependent setup and service costs and customer-choice allocation

We consider a generalization of the uncapacitated facility location problem, where the setup cost for a facility and the price charged for service may depend on the number of customers patronizing the facility. Customers are represented by the nodes of the transportation network, and facilities can be located only at nodes; a customer selects a facility to patronize so as to minimize his (her) expenses (price for service + the part of transportation costs paid by the customer). We assume that transportation costs are paid partially by the service company and partially by customers. The objective is to choose locations for facilities and balanced prices so as to either minimize the expenses of the service company (the sum of the total setup cost and the total part of transportation costs paid by the company), or to maximize the total profit. A polynomial-time dynamic programming algorithm for the problem on a tree network is developed.     

基于模糊聚类算法的客户细分研究

以客户关系为导向的服务经济时代,客户细分是企业判断具有相似特征的客户,并以此为基础有针对性的提供产品及服务的最为有效的手段.利用数据挖掘技术,将模糊聚类算法应用于客户细分中,以此寻找具有相似特征及价值的客户,并在电信行业中进行实证应用.     

Simulation-based evolution of resupply and routing policies in rich vendor-managed inventory scenarios

Vendor managed inventory combines inventory management and transportation. Compared to classical inventory management approaches, this strategy offers various degrees of freedom for the vendor while providing a certain service quality level for the customers. To capture the characteristics of rich real-world scenarios, our problem formulation consists of multiple customers, many products and stochastic product usages. Additionally, we also consider mixed formulations, where only a certain part of the customers is switched to a vendor managed inventory to allow a stepwise transition. We show that resupply and routing policies can be evolved autonomously for those scenarios using a simulation-based optimization approach. By combining inventory management and routing, the resulting policies aim to minimize costs and to maximize resource usage while maintaining a given service level. In order to validate our approach, we perform case studies and apply the evolved rules on a large-scale vendor managed inventory scenario for supermarkets. Furthermore, we show that our methodology can be used to perform a sensitivity analysis by considering the influence of exogenous and endogenous factors on the decision process, if a customer base should be transitioned to a vendor managed inventory.     

Cluster identification and characterization in the riser of a circulating fluidized bed from numerical simulation results

A methodology of identification and characterization of coherent structures mostly known as clusters is applied to hydrodynamic results of numerical simulation generated for the riser of a circulating fluidized bed. The numerical simulation is performed using the MICEFLOW code, which includes the two-fluids IIT’s hydrodynamic model B. The methodology for cluster characterization that is used is based in the determination of four characteristics, related to average life time, average volumetric fraction of solid, existing time fraction and frequency of occurrence. The identification of clusters is performed by applying a criterion related to the time average value of the volumetric solid fraction. A qualitative rather than quantitative analysis is performed mainly owing to the unavailability of operational data used in the considered experiments. Concerning qualitative analysis, the simulation results are in good agreement with literature. Some quantitative comparisons between predictions and experiment were also presented to emphasize the capability of the modeling procedure regarding the analysis of macroscopic scale coherent structures.     

A multi-depot period vehicle routing problem arising in the utilities sector

This paper considers the resource planning problem of a utility company that provides preventive maintenance services to a set of customers using a fleet of depot-based mobile gangs. The problem is to determine the boundaries of the geographic areas served by each depot, the list of customers visited each day and the routes followed by the gangs. The objective is to provide improved customer service at minimum operating cost subject to constraints on frequency of visits, service time requirements, customer preferences for visiting on particular days and other routing constraints. The problem is solved as a Multi-Depot Period Vehicle Routing Problem (MDPVRP). The computational implementation of the complete planning model is described with reference to a pilot study and results are presented. The solution algorithm is used to construct cost-service trade-off curves for all depots so that management can evaluate the impact of different customer service levels on total routing costs.     

The <Emphasis Type="Italic">M</Emphasis>/<Emphasis Type="Italic">M</Emphasis>/1 queue with synchronized abandonments

In this paper we present a detailed analysis of a single server Markovian queue with impatient customers. Instead of the standard assumption that customers perform independent abandonments, we consider situations where customers abandon the system simultaneously. Moreover, we distinguish two abandonment scenarios; in the first one all present customers become impatient and perform synchronized abandonments, while in the second scenario we exclude the customer in service from the abandonment procedure. Furthermore, we extend our analysis to the M/M/c queue under the second abandonment scenario.     

Telecom service provider portal: Revenue sharing and outsourcing

Early mobile phones only provided voice transmission, for a fee. They have now evolved into voice and online data portals for providing additional services through 3rd party vendors. These service providers (vendors) are given access to a customer base “owned” by the mobile phone companies, for a fee. Typically customers make two payments: to the mobile phone company for phone services and to the 3rd party vendors for specific services bought from them. Variations to the above business model may involve outsourcing the online portal and/or acquiring customers from other independent portals. For these scenarios, we study how the fees for phone service and customer access are established and how they may relate to the prices of vendor services, and which services should be located on the portal - all in a game-theoretic context. Our results prove that it is possible to reorganize revenue flows through an invoicing process that may benefit the mobile network operator more than the other parties. In addition, we establish optimality in terms of the number of vendors on the portal, and determine a rank-ordering of vendors for their inclusion into the portal.     

基于TAM理论的顾客心理契约形成机理研究——B2C情景下的实证研究

基于TAM理论研究了B2C情景下顾客心理契约的形成机理。通过相关文献评述,提出了B2C情景下顾客心理契约形成机理模型及假设,通过实证分析验证模型及假设。结果表明:感知易用和感知风险对感知有用具有显著的影响作用;感知有用以及感知易用通过顾客价值观/态度对顾客心理契约具有显著的影响;同时,感知风险和感知易用对顾客心理契约具有显著的直接影响作用。研究结论对B2C情景下服务商保持和维护客户关系具有积极作用,为网络商家建立积极地调控干预机制,促进顾客心理契约正效应感知提供参考。     

Intertemporal portfolio optimization with small transaction costs and stochastic variance

The solution to the intertemporal optimal portfolio selection and consumption rule with small transaction costs is derived via the use of perturbation analysis for the two assets portfolio, one risky and one riskfree. This methodology allows us to apply a broader specification for the function of utility. The additional feature of stochastic variance is also included.     

Modeling credit portfolio derivatives,including both a default and a prepayment feature

Apart from heteronomy exit events such as, for example credit default or death, several financial agreements allow policy holders to voluntarily terminate the contract. Examples include callable mortgages or life insurance contracts. For the contractual counterpart, the result is a cash‐flow uncertainty called prepayment risk. Despite the high relevance of this implicit option, only few portfolio models consider both a default and a cancellability feature. On a portfolio level, this is especially critical because empirical observations of the mortgage market suggest that prepayment risk is an important determinant for the pricing of mortgage‐backed securities. Furthermore, defaults and prepayments tend to occur in clusters, and there is evidence for a negative association between the two risks. This paper presents a realistic and tractable portfolio model that takes into account these observations. Technically, we rely on an Archimedean dependence structure. A suitable parameterization allows to fit the likelihood of default and prepayment clusters separately and accounts for the postulated negative interdependence. Moreover, this structure turns out to be tractable enough for real‐time evaluation of portfolio derivatives. As an application, the pricing of loan credit default swaps, an example of a portfolio derivative that includes a cancellability feature, is discussed. Copyright © 2012 John Wiley & Sons, Ltd.     

Service differentiation in spare parts inventory management

The contemporary after-sales market is of increasing importance. One of the features required by the market is to provide differentiated service levels to different groups of customers. We use critical levels as a means to offer differentiation. Critical level policies aim to exploit the differences in target service levels by inventory rationing. In our multi-item single-location spare parts inventory model, we aim to minimize the spare parts provisioning cost, that is inventory holding and transportation cost, under the condition that aggregate mean waiting time constraints for all customer groups are met. In a computational experiment and a case study with data from a company in the semiconductor supplier industry, we show that significant cost reductions can be obtained when critical level policies are used instead of base stock policies (ie policies without critical levels).