基于时间满意的电信服务网点选址优化模型

将现有营业网点选址所考虑的经济、文化、法律、客户等因素综合反映在时间满意度函数的选取及其参数的选择上,利用以往学者时间满意度的模型,结合对电信行业的实证调查,找到客户时间满意区间,拟合出电信行业的客户时间满意度函数,在此基础上,分别建立了不考虑业务类别和考虑业务类别两种情况下的基于时间满意的最大覆盖模型,利用模型结果来进行营业网点的选择,这种基于客户时间满意度的选址方法和传统的覆盖选择相比能够提高不同类别客户的总满意度和企业的服务效率.     

商业银行网点客户等候流程优化建议——浅谈如何充分发挥叫号机的作用

近几年来,商业银行网点排队现象愈演愈烈。除了优化操作系统、简化业务处理流程、提高服务人员素质、建立健全自助服务体系之外,商业银行还应考虑如何优化客户等候流程,从而降低客户时间成本。因此,通过分析如何合理使用叫号机,从而提出商业银行网点客户等候流程优化的建议。     

具有地区零售饱和度限制的竞争型零售网点选址模型

零售网点的选址在零售业经营决策中占有至关重要的地位.研究了零售网点选址的两个关键影响因素,即零售引力法则和零售饱和指数;综合分析了两个因素对零售网点选址决策的影响.在考虑零售引力法则和零售饱和度的基础上,建立了竞争型零售网点选址的二次规划模型,并给出MaX-Min蚂蚁算法,最后通过具体的算例与全枚举法作了比较.结果表明,该模型和算法可以用于零售网点的选址决策中,并能够有效地得到问题的近似解.     

时尚行业零售网点多品类取送货车辆路径优化研究

在时尚行业中,零售商会在每个周末预测下周每种货品的数量需求,以确保满足各网点下周的销售需求。在每周开始时零售商安排配送车辆向每个网点取货或送货,将网点多余的货品取走,并向其补充数量不足的货品,由此衍生出多品类组合下带有取送货的车辆路径问题。为了降低物流成本,通过分析快时尚零售行业的取送货特性,提出了顶点拆分策略,以仓库处理成本和车辆行驶路径成本之和最小化为目标构建了混合整数规划模型。鉴于问题的复杂性,设计了基于遗传算法的启发式搜索策略以求解大规模算例,通过邻域搜索实现了初始种群的生成。最后结合实际算例分析验证了所提出的模型和算法的效率,结果表明基于拆分单元的策略能够有效降低零售网点的物流成本。     

考虑顾客拥塞成本的自提点容量优化研究

随着电子商务的发展,自提作为重要的末端配送方式之一,逐渐被电子商务企业、物流企业和末端顾客所接受。现有的自提点的服务能力已经不能满足旺盛的使用需求,而自提点容量和顾客需求不匹配的问题逐渐凸显。企业根据一段时间内较稳定的需求量,对自提点容量进行优化,以提高自提点效率,避免出现资源闲置的情况。通过分段效用函数刻画顾客效用,通过概率函数刻画顾客选择行为,引入拥塞时间函数,构建基于加权的企业改建成本和顾客等待成本之和最小为目标的自提点容量优化模型。针对优化问题,采用烟花算法求解,并通过案例验证了模型和算法的有效性。结果表明,企业改建成本和顾客拥塞成本随着薪资水平的提高,大体呈现缓慢上升的趋势;随着企业建设成本权重的上升,企业改建成本和加权总成本总体上呈逐渐降低的趋势,而顾客拥塞成本则缓慢上升。     

共享单车停放点联合覆盖选址及车辆配置模型

针对共享单车停放点选址及车辆配置决策问题,在考虑共享单车停放点建设数量、共享单车投放总量、各停放点容量等限制以及各需求点权重的情况下,以需求点被覆盖程度之和最大化,停、取车需求满足程度最大化和空闲车辆最少化,停放点建设和日常运营成本以及共享单车购置成本之和最小化为目标,基于联合覆盖选址思想建立了一种共享单车停放点选址和各点期初车辆配置决策的多时段、多目标优化模型。算例分析结果表明,停、取车需求满足程度对于综合目标函数值有决定性影响;随着停车点建设数量的增大,停放点建设和运营成本也随之增大,将抵消停、取车需求满足率上升对综合目标函数值的贡献;取车需求变动对综合目标函数值有重要影响,而停车需求变动对综合目标函数值的影响很小。     

考虑客户满意度的物流末端节点选址模型及算法

为了解决自取货的物流末端单一节点选址问题，在服务顾客数量和地理位置已知的前提下，考虑最远取货距离的约束，建立以客户满意度模糊隶属度为目标函数的数学模型。为了求解该模型，运用均值聚类给出初始可行节点，以满意度较小的客户为顶点，在分析其合理性的基础上，设计基于三角形外心和等分点的启发式算法优化初始解，算法允许接受一次次优解以避免陷入局部最优，并通过记忆数组来跟踪搜索过程，最终输出过程最优解。最后给出算例分析，证明了所提出的图上寻优算法优于均值聚类和点密度聚类算法。     

考虑成熟度激励的服务型产能共享平台模式演化研究

针对服务型产能共享平台模式演化发展与政府激励机制优化问题,突出平台方的利益主体地位,构建产能共享的平台方、需求方、提供方演化博弈模型,推导出该模式的演化路径,结合成熟度评价体系优化政府激励机制。研究表明:服务型产能共享平台模式的实施首先取决于平台企业的服务成本偏好,参与三方遵循"平台方—需求方—提供方"递进演化路径;基于工业互联网平台成熟度评价体系的"达标"式补贴机制设计,有利于提高政府的激励效率。由数值仿真可知,考虑成熟度激励的政府补贴机制能大幅降低补贴成本,加快达到服务型产能共享平台模式演化稳态。     

基于政府补贴的城乡配送末端网点博弈分析

为响应国家物流业"十三五"规划,加快城乡网点建设的推进工作,基于末端网点建设现状,探讨不同补贴形式下政府与企业在末端网点建设中的博弈问题。当政府给予参与企业一次性补贴时,建立两者间的单次博弈;分阶段补贴时,建立重复博弈。分析两种补贴形式下博弈双方的稳定策略及影响因素,并对比分析两种补贴形式的成效。结果表明:1)增大政府补贴金额、增强投入产出转化率、增大政府收益系数、减少企业运营成本有助于末端网点建设;2)收益权重越大,分阶段补贴金额越小,政府宜采取分阶段补贴;政府收益系数越大,分阶段补贴金额越大,此时宜采取一次性补贴。     

银行网点服务能力评价

本文主要以银行网点服务能力为主线，通过网点柜员处理业务能力、网点柜员配置数量、离柜业务率、空号率等指标对银行网点服务能力做出评价。     

考虑高铁时间窗和客户满意度的生鲜品公铁联运路径选择

针对生鲜品小批量、高时效的运输特点,提出将“高速公路+高速铁路”作为一种快速联运方式应用于生鲜品的多式联运中。以总成本最低为目标,以高铁服务时间窗、客户满意度为约束,构建基于模糊需求的生鲜品公铁联运路径选择与运输方式组合模型。以“哈尔滨-昆明”联运网络为例进行算例分析,应用Lingo12.0实现模型求解。结果表明,提出的“高速公路+高速铁路”联运方式在运输总成本和客户满意度方面均优于单一运输方式,且与“高速公路+航空”联运方式相比具有成本优势;采用灵敏度分析法,分别探究了置信水平、客户品质满意度约束值和时间满意度约束值的变化对运输总成本的影响关系,同时验证了模型的有效性,为“高速公路+高速铁路”方式下的生鲜品运输路径选择提供有益参考。     

最适化逆向运筹服务产能配置

逆向运筹的规划与管理对产业的营运绩效有着相当显著的重要性。文章旨在建立服务策略与成本分析数学模式,在最小化整体服务成本的考虑下,设计最适化区域策略伙伴的选定与服务产能配置,由于前后不同等级服务点的选定会彼此牵制服务成本,影响最终整体成本。因此,以非线性规划求解服务策略分析问题,范例说明在设定服务点选择与无产能限制条件下,最大与最小整体服务成本为5.54%及3.11%销售额,相差近78.1%,约2.43%销售额,严重影响公司最后营运绩效与公司竞争力。后续研究可依本文数学模式,加入不同产业特性与限制条件,或增加环境冲击与客户满意度成本考虑,找出最适化不同服务等级服务点选定与产能配置。     

改进麻雀搜索算法求解多目标低碳冷链物流车辆路径问题

目的 在传统冷链物流的车辆路径问题模型基础上,考虑服务节点和车辆运输过程中产生的碳排放,并加入客户满意度,在有限资源情况下最小化路径成本和最大化客户满意度。方法 构建多目标低碳冷链物流车辆路径问题模型,将爬山算法局部搜索思想应用到麻雀搜索算法中,形成改进麻雀搜索算法,并用其对上海市某区域内的冷链物流配送路径优化问题算例进行求解。结果 通过与改进前及其他2种智能优化算法运行结果进行对比发现,改进后的麻雀搜索算法具有更快的寻优速度和更好的寻优能力,且改进后的算法对模型的碳排放效用性更高。结论 基于国家的低碳政策,设计出符合当下实情的低碳冷链物流运输模型,通过改进优化算法设计运输方案,验证了爬山算法局部搜索思想对麻雀搜索算法进行改进的有效性及所构建低碳冷链物流车辆路径模型的合理性。     

Multi-commodity warehouse location and distribution planning with inventory consideration

We consider the problem of designing a distribution network for a logistics provider that acquires products from multiple facilities and then delivers those products to many retail outlets. Potential locations for consolidation facilities that combine shipments for cost reduction and service improvements are considered. The problem is formulated with direct shipment and consolidation opportunities. A novel mathematical model is derived to solve a complex facility location problem determining: (i) the location and capacity level of warehouses to open; (ii) the distribution route from each production facility to each retailer outlet; and (iii) the quantity of products stocked at each warehouse and retailer. A genetic algorithm and a specific problem heuristic are designed, tested and compared on several realistic scenarios.     

Research of Order Allocation of E-commerce Logistics Service Supply Chain Considering Customer Evaluation

Based on the importance of customer evaluation for developing e-commerce enterprises, this paper analyzes the customer evaluation as a fuzzy variable and establishes a multi-objective mixed integer order allocation planning model by considering customer satisfaction, which maximizes customer praise and minimizes procurement cost. As the optimization goal, transaction cost is optimized for the order allocation of the secondary e-commerce logistics service supply chain. In order to defuzzify the customer evaluation, a fuzzy evaluation method is designed to transform the customer evaluation from fuzzy language evaluation to numerical measurement. Finally, the feasibility and effectiveness of the model are verified by using a specific example, and the order is made for the e-commerce enterprise. The allocation provides a theoretical reference.     

Modelling and analysis of a business model to offer energy-saving technologies as a service

In this study, we present a stochastic model to analyse a business plan that is based on offering energy-saving technologies as a service. In this arrangement, the total differential cost of replacing an existing technology with a more efficient one is financed from the future energy savings that are shared between a service provider that installs the more efficient technology and its customer. The model we present captures improvements in energy efficiencies and costs of technologies with time, variation in energy consumption, uncertainty in energy prices and useful life of a technology, and revenue from carbon offsets. By using an analytical model, we analyse the feasibility of this business model using expected cost and also value-at-risk criteria. We show that when the service provider selects the contract parameters in a right way, the business plan brings financial benefits. The customer also benefits financially from reduction in energy usage and replacement costs, and also from additional revenue obtained through selling carbon offsets. Furthermore, since this business plan is based on increasing energy efficiency, the proposed approach decreases energy consumption, and therefore carbon dioxide emissions. As a result, using an analytical model, we show that offering energy-saving technologies as a service is a win–win–win situation for the service provider, its customer and for the environment.     

考虑客户满意度的车辆路径优化研究

针对传统的车辆路径问题较少关注客户满意度的情况，以客户对服务时间和货物完好性的要求来衡量客户满意度，构建基于模糊时间窗的时间满意度函数和基于货损率的货物完好满意度函数，在此基础上以客户满意度最大和运输成本最小为目标建立优化模型，设计相应算例并利用LINGO17.0软件进行求解，与中小物流企业常用的扫描法进行对比验证模型的有效性。结果表明：利用LINGO17.0求得的优化结果与扫描法相比，虽然运输成本有一定增加，但相应的平均客户满意度提高了36.3%，建立的模型能较好地平衡客户满意度和运输成本，对于物流企业配送路径的决策优化有一定的参考价值。     

Effects of green supply chain integration and green innovation on environmental and cost performance

This paper argues that mechanisms such as information sharing and collaboration used in green supply chain integration (GSCI) to improve information processing capacity can reduce uncertain outcomes of green product and process innovation. Based on data from a survey of Chinese (Hong Kong) firms, the paper tests whether the three dimensions of GSCI (green internal, customer and supplier integration) improve environmental performance and cost reduction by facilitating green product and process innovation. The results show that green customer integration improves cost and environmental performance through green process innovation (not green product innovation). Both green product and process innovations are facilitated by green customer integration (not green supplier integration), while both green customer and supplier integration significantly depend on green internal integration. These suggest that the distinctive information processing capacity created by green internal and customer integration can facilitate the green process innovation required to improve environmental and cost efficiency, while green product innovation and green supplier integration cannot create such efficiencies.     

How does manufacturing service perceived value influence customer satisfaction? An investigation of global semiconductor industry

Customer satisfaction is an important strategic performance which is influenced by service experience and perceived value. This study proposed a model to postulate, and statistically test, the relationship between value drivers and customers’ perceived value of semiconductor manufacturing services, and the impact of perceived value on customer satisfaction. The research results showed that perceived value and value drivers are significantly different among services. Line services have a more significant influence on customer satisfaction than support services. Customer firm type and geographical location have a significant influence on value perception and preference, and on the relationship between service value and customer satisfaction. This study suggests that semiconductor manufacturing service providers should deliver right value proposition to enhance satisfaction for different customer firm types in varying regions, and design customised service portfolios with various value foci to differentiate them and gain a competitive advantage.     

基于KANO模型和PCSI指数的大学生心理健康服务设计研究

目的 KANO模型作为需求质量和满意度分析工具,在分析满意度影响时存在不足。拟将KANO模型与潜在顾客满意度改善指数(PCSI指数)进行混合式使用,来填补KANO模型的局限性。方法 通过阐明KANO模型、顾客满意度系数、PCSI指数之间的关系,探究三种工具在服务设计中的混合式使用模式,为调查分析服务中顾客的需求质量和满意度影响提供流程化分工,并针对大学生心理健康服务实施案例实证研究。结论 KANO模型与PCSI指数的混合式使用能更深入、全面地解析顾客的需求分布、满意度水平及两者的相互影响关系。经调查,大学生心理健康服务在满足学生需求和提升满意度上存在较大改善空间。为其纳入匿名咨询服务具有潜在的满意度改善作用,能推动服务组织转变为以关怀学生为中心。