基于排队论的A品牌家电企业售后维修服务系统的优化研究

发布时间：2018-01-02 06:00

本文关键词：基于排队论的A品牌家电企业售后维修服务系统的优化研究　出处：《山东大学》2014年硕士论文　论文类型：学位论文

【摘要】：随着我国经济的快速发展、人民生活水平的不断提升,家电产品在我国城乡范围内大范围普及。在家电产品严重同质化的现下时期,家电企业售后服务作为家电产品售出后企业为消费者提供的一系列服务活动,必然成为当前乃至未来家电制造商以及经销商市场竞争的主要焦点之一。对于家电企业而言,产品售后服务能力与售后服务质量的提升与有效保证,是家电企业参与市场竞争、赢得顾客满意度、提升品牌影响力的有效途径。在现实生活中,售后送货、安装与维修服务是困扰家电消费者最多的售后问题,其中,由于家电产品维修问题产生的时滞性以及具有多次发生的可能性,使得家电产品的售后维修服务成为消费顾客最为关心的方面。因此,作者认为以家电售后维修服务作为研究对象展开研究,使得论文内容更具有针对性,也使得本文的研究更具现实意义。在本文中,首先作者分别从理论研究和应用研究两个层面介绍了排队系统,为接下来对家电售后维修服务排队系统的优化研究提供了理论和方法支撑。在理论研究方面,本文依次介绍了排队系统的基本概念、数量指标、符号描述以及具有不耐烦顾客排队系统和负顾客排队系统的理论研究成果。在应用研究方面,本文主要介绍了近年来排队论在典型服务领域的相关应用研究成果,尤其是在维修服务领域,并对具有优先级的排队系统应用研究进行文献综述。接下来,作者以A品牌家电企业作为研究对象,对其售后服务组织形式以及售后服务模式展开现状调查,并以其某一特约售后服务网点B为参考对象,介绍了A品牌家电热水器产品售后维修服务的业务流程,阐述了A品牌家电企业售后维修服务系统中存在的问题,为接下来论文的优化研究指明方向。之后,作者基于M/M/S排队系统的相关理论知识对A品牌家电企业售后维修服务系统进行排队模型描述,并对该售后维修服务系统进行系统评价。然后,本文针对系统评价结果对现有维修服务排队系统进行优化研究,主要包括服务台数量优化、服务效率优化以及服务规则优化等三个方面。在排队模型的优化研究过程中,作者应用到了LINGO建模工具以及MATLAB仿真软件,以验证优化模型的有效性。通过本文的应用研究,希望能为家电企业售后维修服务体系的有效配置提供科学的理论依据。本文研究的创新点在于：第一,以SERVQUAL服务质量评价模型为依据,指出A品牌家电企业售后服务系统在服务响应性层面上优化的必要性,以达到改善企业售后维修服务质量、提高顾客满意度的目的；第二,将排队论相关理论知识和优化方法引入到家电售后维修服务领域,并针对研究对象提出具体的优化方案,且对每一个优化方案提供了具体的优化研究过程。
[Abstract]:With the rapid development of China's economy and the continuous improvement of people's living standards, household appliances are widely used in China's urban and rural areas. The after-sales service of the home appliance enterprise is a series of service activities that the enterprise provides for the consumer after the home appliance product is sold. It is inevitable to become one of the main focus of the market competition of current and even future home appliance manufacturers and distributors. For home appliance enterprises, the ability of after-sales service and the quality of after-sales service are improved and effectively guaranteed. It is an effective way for home appliance enterprises to participate in market competition, to win customer satisfaction and to enhance brand influence. In real life, after-sales delivery, installation and maintenance services are the most serious after-sales problems for home appliance consumers. Among them, because of the delay caused by the maintenance problem of household appliances and the possibility of occurring many times, the after-sale maintenance service of household appliances has become the most concerned aspect of consumer customers. The author thinks that the research on the after-sale maintenance service of household appliances makes the content of the thesis more targeted and the research of this paper more practical significance. In this paper, first of all, the author introduces the queuing system from two aspects: theoretical research and application research. In the theoretical research, this paper introduces the basic concepts and quantitative indicators of the queuing system in order to provide theoretical and methodological support for the following research on the optimization of the after-sales maintenance service queuing system of household appliances. Symbolic description and theoretical research on queuing systems with impatient customers and negative customers. This paper mainly introduces the research achievements of queue theory in the typical service field in recent years, especially in the field of maintenance services, and carries on the literature review to the queue system application research with priority. Next. The author takes brand A household appliance enterprise as the research object, carries on the investigation to its after-sales service organization form and the after-sales service pattern, and takes one of its special after-sales service outlets B as the reference object. This paper introduces the business process of after-sale maintenance service of brand A household appliances water heater, expounds the problems existing in the after-sale maintenance service system of brand A household appliances enterprise, and points out the direction for the optimization research of the following paper. Based on the relevant theoretical knowledge of M / M / S queuing system, the author describes the queue model of the after-sales maintenance service system of brand A household appliances enterprises, and evaluates the after-sales maintenance service system systematically. In this paper, the system evaluation results of the existing maintenance service queuing system optimization research, including the number of service desk optimization. Service efficiency optimization and service rule optimization. In the process of queue model optimization, the author applies LINGO modeling tools and MATLAB simulation software. In order to verify the validity of the optimization model, through the application of this paper, we hope to provide a scientific theoretical basis for the effective configuration of the after-sales maintenance service system in the home appliance enterprises. The innovation of this paper is as follows: first, based on the SERVQUAL service quality evaluation model, this paper points out the necessity of optimizing the after-sales service system of brand A household appliances enterprises on the level of service responsiveness. In order to improve the quality of after-sales maintenance services, improve customer satisfaction; Second, the queuing theory related theory knowledge and optimization methods are introduced into the field of home appliances after-sales maintenance service, and the specific optimization scheme is proposed for the research object. And provides the concrete optimization research process for each optimization scheme.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：F274;F426.6

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