面向可选服务的产品服务系统配置研究

可选服务是制造企业继必选服务后获取差异化服务竞争优势的有效手段,类似于必选服务,可选服务模块的设计与选择对产品功效和企业服务成本均有影响。本文运用模糊测度研究产品模块与可选服务模块之间的相关关系,建立客户满意度最大和企业成本最小的多目标优化模型,求解不同相关关系下面向可选服务的产品服务系统配置方案;以某制造企业矿渣立磨机产品模块与可选服务模块配置为例,验证了方法的有效性。研究结果表明:产品模块与可选服务模块的相关关系会影响产品服务系统配置方案,相关关系越强,客户越在意重视度较高模块的质量和功能,市场成本报价越高,可选服务在方案配置过程中越重要。本文为企业提供面向可选服务的产品服务系统配置方案提供借鉴。

Optional Services-oriented Product Service System Configuration

After mandatory services, optional service is an effective way for manufacturing companies to obtain differentiated service competitive advantages. Similar to mandatory services, the design and selection of optional service module affect product efficiency and service cost. Fuzzy measures are used to explore the correlation between product modules and optional service modules. By taking the maximum customer satisfaction and the minimum enterprise cost as the optimization objectives, a multi-objective optimization model is established, which is applied to getting the scheme of optional service oriented product service system configuration under different correlation. Then an example of module configuration for slag vertical mill product and optional service is given to demonstrate the effectiveness of the proposed approach. The results show that the scheme of product service system configuration is subject to the correlation between optional service modules and product modules. As the correlation increases, customers tend to care about the quality and function of modules with high importance. In addition, the higher the cost budget is, the higher the importance of optional service applied in product service system configuration. This paper can provide a reference to offer the configuration ofoptional service oriented product service systemfor manufacturing enterprises.