电商逆向物流的配送时效与取件服务改进研究

发布时间：2018-02-08 15:44

本文关键词： 逆向物流电商快递服务拥堵配送主客观综合评价　出处：《北京交通大学》2017年硕士论文　论文类型：学位论文

【摘要】：在电商物流的发展驱动下,快递行业呈现设施完善化、高度信息化、快速响应、精细管理等特点,电商零售类的逆向物流获得了迅猛而持久的发展动力。但由于起点低,发展历程短,当前电商逆向物流仍存在许多有待改进优化之处。本文以逆向物流的"提质增效"为改进目标,采用模型化的优化手段,结合具体B2C电商公司的生产实际对其配送时效和服务质量的改善做出探索性研究。首先分析时效延误的问题,汇总现有延误车辆的原因后,归结为考虑拥堵延误的城市配送车辆取送一体的调度方案的改进。采用MATLAB深度加工拥堵历史数据,研究和总结拥堵产生的时间和地域分布特性,提出了按交通运行指数改进现有路由时效的方法,最终设计聚类与0-1规划相结合的算法,按照拥堵时效优化多配送中心的车辆调度方案,从而降低城市配送环节的拥堵延误,并提高车辆利用率。结合实际算例,采用MATLAB开展层次聚类,基于Lingo解聚类基础上的0-1规划问题,对比优化调整前后,延误改善情况较为明显。对于因服务质量造成客户投诉频繁的问题,从问题的起因分析业务场景的改进需求,在面向客户的感知最敏感的快递员取件环节,设计以各配送站为单位的快递员取件任务分派模型。综合评价快递员和待取件客户的可靠度和风险水平,在考虑现有路区划分的同时,指派信用评分高的快递员执行处于高优先级路区的客户取件任务,尽可能降低因公司快递员服务质量造成的货损货差定责问题以及服务态度投诉等问题的发生概率。在纠纷的定责问题上,以双方评分为依据作为责任判定参考。结合现有数据,设计AHP-灰色关联度的主客观综合评价法,用MATLAB的嵌套程序计算某配送站,并求出该派件模型下最优方案的综合得分,初步验证了模型的可行性和实用性。
[Abstract]:Driven by the development of e-commerce logistics, express delivery industry presents such characteristics as perfection of facilities, highly information, rapid response, fine management, etc. The reverse logistics of e-commerce retail has gained a swift and lasting development power. But because of the low starting point, The course of development is short, and there are still many problems to be improved and optimized in reverse logistics. This paper aims at improving the efficiency of reverse logistics, and adopts the optimization method of modeling. Combined with the actual production of B2C e-commerce company, this paper makes an exploratory study on the improvement of its distribution prescription and service quality. Firstly, the problem of time-limited delay is analyzed, and the reasons for the vehicle delay are summarized. It comes down to the improvement of the scheduling scheme of urban distribution vehicle taking into account congestion delay. Using the MATLAB deep processing congestion history data, the time and geographical distribution characteristics of congestion generation are studied and summarized. This paper puts forward a method of improving the existing route aging according to the traffic operation index, and finally designs an algorithm that combines clustering with 0-1 programming, and optimizes the vehicle scheduling scheme of multi-distribution center according to congestion limitation, thus reducing the congestion delay in urban distribution link. Combining with practical examples, using MATLAB to carry out hierarchical clustering and 0-1 planning problem based on Lingo clustering, comparing with before and after optimization adjustment, The delay improvement situation is obvious. For the problem of frequent customer complaints caused by the quality of service, analyze the need for improvement of the business scenario from the cause of the problem, in the customer-oriented most sensitive courier pick up link, Design the task assignment model of couriers taking each distribution station as the unit. Comprehensively evaluate the reliability and risk level of couriers and customers to be fetched, while considering the division of existing road areas, Assign couriers with high credit scores to pick up customers in the high priority road area, Reduce as far as possible the occurrence probability of the problem of poor liability and service attitude complaint caused by the service quality of couriers. In the case of disputes, the basis of liability judgment is based on the scores of both parties, and the existing data are combined with the existing data, so as to reduce the occurrence probability of the problems caused by the quality of service provided by the couriers. The subjective and objective comprehensive evaluation method of AHP- grey correlation degree is designed. A distribution station is calculated by using the nested program of MATLAB, and the comprehensive score of the optimal scheme under the distribution model is obtained. The feasibility and practicability of the model are preliminarily verified.
【学位授予单位】：北京交通大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：F252;F724.6

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