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针对服务型制造模式下,企业为顾客提供产品与服务组合,对顾客差异化管理的特点,研究了具有不耐烦顾客的生产服务系统的建模与优化问题。生产设施生产两种产品,服务中心基于对应的产品为两类顾客提供不同的服务,服务每个顾客订单需要消耗对应产品。在考虑企业对顾客差异化管理导致低优先权顾客具有不耐烦行为的情形下,基于基本库存控制策略,建立了生产两类产品的生产服务系统Markov模型,给出了系统稳态分布的求解方法,以及系统的重要性能指标。以系统净利润最大化为目标,给出了最优控制下顾客不耐烦行为对系统性能的影响,并提出相应的管理建议。
For the service-oriented manufacturing model, the enterprise provides customers with the product and service portfolio, and the characteristics of customer differentiation management, and studies the modeling and optimization of production service system with impatient customers. The production facility produces two products, the service center providing different services to both types of customers based on the corresponding product, and servicing each customer order requiring consumption of the corresponding product. Based on the basic inventory control strategy, a Markov model of production service system for producing two types of products is established, and the method of solving the steady-state distribution of the system is given in the case that the enterprise is impatient with customers with low priority. , As well as the system’s important performance indicators. In order to maximize the net profit of the system, the impact of customer impatience on the system performance under the optimal control is given and the corresponding management suggestions are proposed.