本文關(guān)鍵詞：基于排隊(duì)論的A品牌家電企業(yè)售后維修服務(wù)系統(tǒng)的優(yōu)化研究　出處：《山東大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

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【摘要】：隨著我國經(jīng)濟(jì)的快速發(fā)展、人民生活水平的不斷提升,家電產(chǎn)品在我國城鄉(xiāng)范圍內(nèi)大范圍普及。在家電產(chǎn)品嚴(yán)重同質(zhì)化的現(xiàn)下時期,家電企業(yè)售后服務(wù)作為家電產(chǎn)品售出后企業(yè)為消費(fèi)者提供的一系列服務(wù)活動,必然成為當(dāng)前乃至未來家電制造商以及經(jīng)銷商市場競爭的主要焦點(diǎn)之一。對于家電企業(yè)而言,產(chǎn)品售后服務(wù)能力與售后服務(wù)質(zhì)量的提升與有效保證,是家電企業(yè)參與市場競爭、贏得顧客滿意度、提升品牌影響力的有效途徑。在現(xiàn)實(shí)生活中,售后送貨、安裝與維修服務(wù)是困擾家電消費(fèi)者最多的售后問題,其中,由于家電產(chǎn)品維修問題產(chǎn)生的時滯性以及具有多次發(fā)生的可能性,使得家電產(chǎn)品的售后維修服務(wù)成為消費(fèi)顧客最為關(guān)心的方面。因此,作者認(rèn)為以家電售后維修服務(wù)作為研究對象展開研究,使得論文內(nèi)容更具有針對性,也使得本文的研究更具現(xiàn)實(shí)意義。 在本文中,首先作者分別從理論研究和應(yīng)用研究兩個層面介紹了排隊(duì)系統(tǒng),為接下來對家電售后維修服務(wù)排隊(duì)系統(tǒng)的優(yōu)化研究提供了理論和方法支撐。在理論研究方面,本文依次介紹了排隊(duì)系統(tǒng)的基本概念、數(shù)量指標(biāo)、符號描述以及具有不耐煩顧客排隊(duì)系統(tǒng)和負(fù)顧客排隊(duì)系統(tǒng)的理論研究成果。在應(yīng)用研究方面,本文主要介紹了近年來排隊(duì)論在典型服務(wù)領(lǐng)域的相關(guān)應(yīng)用研究成果,尤其是在維修服務(wù)領(lǐng)域,并對具有優(yōu)先級的排隊(duì)系統(tǒng)應(yīng)用研究進(jìn)行文獻(xiàn)綜述。接下來,作者以A品牌家電企業(yè)作為研究對象,對其售后服務(wù)組織形式以及售后服務(wù)模式展開現(xiàn)狀調(diào)查,并以其某一特約售后服務(wù)網(wǎng)點(diǎn)B為參考對象,介紹了A品牌家電熱水器產(chǎn)品售后維修服務(wù)的業(yè)務(wù)流程,闡述了A品牌家電企業(yè)售后維修服務(wù)系統(tǒng)中存在的問題,為接下來論文的優(yōu)化研究指明方向。之后,作者基于M/M/S排隊(duì)系統(tǒng)的相關(guān)理論知識對A品牌家電企業(yè)售后維修服務(wù)系統(tǒng)進(jìn)行排隊(duì)模型描述,并對該售后維修服務(wù)系統(tǒng)進(jìn)行系統(tǒng)評價。然后,本文針對系統(tǒng)評價結(jié)果對現(xiàn)有維修服務(wù)排隊(duì)系統(tǒng)進(jìn)行優(yōu)化研究,主要包括服務(wù)臺數(shù)量優(yōu)化、服務(wù)效率優(yōu)化以及服務(wù)規(guī)則優(yōu)化等三個方面。在排隊(duì)模型的優(yōu)化研究過程中,作者應(yīng)用到了LINGO建模工具以及MATLAB仿真軟件,以驗(yàn)證優(yōu)化模型的有效性。通過本文的應(yīng)用研究,希望能為家電企業(yè)售后維修服務(wù)體系的有效配置提供科學(xué)的理論依據(jù)。 本文研究的創(chuàng)新點(diǎn)在于：第一,以SERVQUAL服務(wù)質(zhì)量評價模型為依據(jù),指出A品牌家電企業(yè)售后服務(wù)系統(tǒng)在服務(wù)響應(yīng)性層面上優(yōu)化的必要性,以達(dá)到改善企業(yè)售后維修服務(wù)質(zhì)量、提高顧客滿意度的目的；第二,將排隊(duì)論相關(guān)理論知識和優(yōu)化方法引入到家電售后維修服務(wù)領(lǐng)域,并針對研究對象提出具體的優(yōu)化方案,且對每一個優(yōu)化方案提供了具體的優(yōu)化研究過程。
[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.
【學(xué)位授予單位】：山東大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：F274;F426.6

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