基于粗糙集与D_S证据理论的汽车售后服务知识推理

通过汽车用户的行为特征对用户的车辆进行售后服务知识推理对汽车售后服务质量的提升有着重要的意义。利用粗糙集与信息熵理论从众多的用户行为属性中提取出对汽车部件的状态有显著影响的客户特征行为属性作为推理证据,运用决策规则强度对各证据对应的基本概率赋值（BPA）进行了确定,在此基础上运用D_S证据理论对各证据进行了合成,推理出客户的服务需求。通过实例证明了该方法可用于汽车售后服务知识推理。     

宝马售后服务豪华汽车领域最佳服务提供者

伴随近年来宏观经济的持续向好和消费者消费水平的不断提高，豪华车市场以两位数的增幅领涨各大细分车市，中国豪华车市场更是呈现出巨大的增长潜力。与此同时，消费者对售后服务的需求和期望越来越多也越来越高，驱动了豪华车品牌不断提升售后服务品质。为了有效提升客户满意度，一场围绕售后服务实力和品牌力的争夺，正在豪华车品牌之间全面展开。     

基于远程服务实现大批量定制生产的网络化系统

网络化支持技术是制造企业实施大批量定制生产的四个关键技术之一。本文在分析了大批量定制生产的网络化组织模式的基础上，提出了基于制造企业远程服务系统的大批量定制生产的网络化支持系统思想，并详细论述了远程服务网络对大批量定制生产中的制造企业、供应商和客户的支持，以及远程服务网络系统对定制产品全生命周期的支持。     

高校仪器设备网络化共享系统中资源的优化配置

针对高校仪器设备网络化共享系统中的仪器设备资源优化配置问题,提出了一种基于排队论的规划方法,利用排队论对共享系统仪器设备资源优化进行建模分析,建立了仪器设备网络化使用的客户排队模型,从用户平均等待时间和等待时间超过t个单位时间概率两个不同角度,分别给出了仪器设备共享优化准则.最后结合某高校仪器设备网络化共享系统中资源规划实例对上述规划方法进行了应用,对其可行性进行了验证.     

湖北省汽车4S店售后服务质量评估研究

本文从湖北省家用汽车三包售后服务客户满意度和4S店三包服务质量评估角度入手,通过编制湖北省汽车三包服务客户评价和汽车4S店三包服务质量评估两份问卷,采用问卷调查和现场访谈收集消费者和经销商对服务质量的感知价值,使用SPSS和Excel等工具进行分析,评估湖北省区域内三包服务客户满意度现状及4S店服务质量情况,对主管部门掌握汽车售后服务质量,采取有效监管措施具有重要的现实指导意义。     

基于客户满意度调查的汽车4S店售后服务质量评价研究

本文从汽车售后服务质量评价指标设定的原则着手,提出了售后服务质量评价指标体系、调查方式及评价方法.基于客户满意度调查,提出了4S店售后服务存在的问题及其对策分析.这对提升汽车售后服务满意度,维护消费者权益,以及为主管部门掌握售后服务质量,采取有效监管措施具有重要的现实指导意义.     

以坐姿矫正椅设计为例的产品构思过程研究与应用

目的以坐姿矫正椅设计为例,对产品构思过程和需求过程进行分析和研究,找到现有流程的不足之处,结合客户需求得出由客户需求驱动的产品构思过程。通过这一流程设计出由客户需求驱动的产品。方法通过KJ法对收集到的客户需求信息进行整理,并运用QFD原理对客户需求进行转化。使客户需求分析过程与产品构思过程进行融合、完善及创新,得到新的产品构思过程。结果得到客户驱动的产品构思过程,并通过这一流程,设计出最终的产品。结论对产品构思过程进行了更加人性化和系统化的完善,弥补了原有流程在客户需求流程具体分析这一部分的缺失,一方面提高了客户使用产品的满意度,另一方面也提升了设计师在整个设计过程中的整体效率。使得最终的产品设计不仅符合设计师的设计理念,同时也符合客户的使用需求。     

电子商务环境下制造商客户服务能力评价指标与方法研究

本文讨论了电子商务环境下对优质制造商客户服务能力的评定准则,提出了客户服务能力评价模型,重点从售后服务能力、服务承诺履行能力、投诉处理和改进能力以及客户技术服务能力等几个方面提出了对优质制造商客户服务能力的评价指标。     

物流企业虚拟物流信息服务平台的构建

信息化是现代物流的核心,只有实现信息化,才能有效地实现物流的网络化、系统化和柔性化,物流企业才能有效地提高物流效率,为客户提供优良的物流服务。对电子商务环境下虚拟物流信息服务平台进行需求分析,在此基础上构建虚拟物流信息服务平台的主要功能模块。     

制造业售后服务质量评价方法设计及应用

针对售后服务质量只可估摸不可定量等问题提出新的评价方法,结合使用层次分析法和模糊区间法对售后服务进行剖析与评估,得到量化的结果.以某制造业为例,阐释并应用这一方法进行评估.这种方法简便易用,具客观性,亦可用于客户管理系统以及其他行业的服务评价之中.     

浅析我国农业机械售后服务标准体系建设

本文通过阐述我国农业机械售后服务标准化的现状,基于售后服务特点和顾客需求,提出了农业机械售后服务标准体系的框架及其内容,以期运用标准化手段提升农业机械售后服务水平。     

汽车售后服务场景的用户体验设计研究

目的通过对具体的汽车售后服务场景中用户体验的深入剖析和研究,探究在服务设计中如何运用用户研究的方法和如何根据具体场景构建合理的用户研究方法论体系。方法通过在实践中运用各研究方法,验证各个方法在获取数据、洞察观点、建立设计逻辑等各个环节的作用。进而为在服务设计中,如何结合具体的服务场景合理运用用户研究方法,构建有效的研究体系提供建议。结果通过设计研究和实践验证得出在服务场景中有效的用户体验评测原则,及获取用户角色模型的推理方法。结论通过本次研究,获得在线下场景中根据场景的限制条件和需求,构建合理的方法和流程,对以后汽车售后服务系统的服务优化设计和体验设计提供良好的方法论。     

Service parts logistics: a benchmark analysis

This paper summarizes the results of a benchmark study focusing on after-sales service logistics systems for technologically complex high-value products, i.e., in the computer industry. Current industrial practices and trends in service logistics operations are reported on. Specific data on costs, revenues, service measures, control policies, and distribution strategies were collected and used to define best practice performance. Analysis methodologies to support cross-sectional comparisons and causal factors are discussed.     

A simulation based continuous improvement approach for manufacturing based field repair service contracting

This paper develops and tests a novel extension to traditional supplier selection practice, with a particular focus on the concluding stages of a manufacturing-based field service. Action-based research was used to design and develop a discrete event simulation decision support for a large multinational manufacturing organisation with a significant after-sales service supply chain. The framework has been designed to identify and validate the value attributable to collaborative supplier contracting with built-in costed performance improvement targets. Use of the framework in the case organisation was found to produce greater cost savings over traditional practice, facilitating extended supply chain contracts. The results provide evidence of the high level of savings achievable while also improving customer delivery through targeted service improvements over the contracts life cycle. This framework advances beyond the prevalent practice of cost-focused short-term adversarial supply contracting and is innovative in terms of its continuous improvement simulation based framework design.     

Joint effects of remanufacturing channel design and after-sales service pricing: an analytical study

We conduct an analytical study on remanufacturing channel design and after-sales service pricing, which jointly affect the sustainability and profitability of the supply chain. We model a supply chain with one manufacturer and one independent retailer. The manufacturer, as the Stackelberg game leader, engages in remanufacturing to take advantage of production cost savings. The collection of the used products can be carried out by either the manufacturer or the retailer. After-sales service, for example, extended warranty, is offered with the product and is sold separately. The service provider can be either the manufacturer or the retailer. We use game theoretic models to answer an important research question: How do remanufacturing and after-sales service jointly affect channel selection decisions? We explore the benefits of joint decision making in terms of remanufacturing efficiency and after-sales service performance. We find that it is most efficient for the retailer to collect the used product for remanufacturing and to offer after-sales service, because the retailer simultaneously makes decisions regarding remanufacturing and after-sales service and thus reduces double marginalisation in the supply chain. We also demonstrate numerically how the costs of collecting used products and providing after-sales service impact channel selection decisions.     

Semi-open queuing networks: a review of stochastic models,solution methods and new research areas

Capturing the waiting times (at an external queue) for a customer to access a movable resource is an important step towards measuring customer service and system performance in manufacturing, logistics, communication and health care systems. Such waiting time measures are typically used for sizing resource and buffer capacities, and thereby minimising customer waiting time probabilities. In this regard, semi-open queuing networks (SOQNs), which decouple the arriving customers/transactions from the network resources using a synchronisation station (also known as a semaphore queue), can potentially capture the customer/transaction waiting times/costs more precisely and provide a rich network modelling construct. Hence, modelling manufacturing or service systems using SOQNs is an important step towards measuring customer flow times (sojourn times) wherein the customer waiting times at an external queue are a critical component. In this paper, we present several stochastic models for manufacturing and service systems using SOQNs and also discuss the potential applications of SOQNs. We then review the solution methods for SOQNs and also compare the numerical accuracies for three promising methods. Finally, we include the potential research areas in SOQNs.     

Impact of customer impatience on a production service system

In this paper, we explore the impact of customer impatience on the performance of a production service system that consists of one production inventory subsystem and one service subsystem. It is inevitable that the un-storability of service makes customers wait in the production service system. Waiting for service easily leads to impatient behaviors. The impact of two kinds of impatient behaviors balk and reneging on the production service system performance is examined. The problem is formulated as a Markov system, then the stationary probability of the system is derived to conduct the performance evaluation. The results show that customer impatience has the different impact patterns on the two subsystems (i.e. production inventory subsystem and service subsystem) of the production service system. Specifically, customer impatience leads to the performance improvement of one subsystem along with the performance deterioration of the other subsystem. Meanwhile, service capacity plays an important role in the influence extent of customer impatience on the system performance. In addition, lower customer impatience does not necessarily improve system profit. Therefore, the management of the production service system with impatient customers will be more intractable. Some managerial insights and suggestions are proposed.     

Product service systems,after-sales service and new product development

After-sales service is a critical element in the successful marketing of many products. Capital goods, for example, manufacturing equipment, require after-sales service such as maintenance and repair in order for customers to get the full value from them. Some manufacturers have started to offer customers an integrated product and service, termed a product-service system in the academic literature. However, in order to deliver such integrated offerings, a different approach to new product development (NPD) is required. This is because the product design influences after-sales service requirements, and so this needs to be considered during NPD. However, researchers have largely ignored the relationship between NPD and service. To address this gap, six in-depth case studies were conducted at leading companies that offer a combined product-service offering, to identify how service requirements are typically evaluated at the design stage. The results show that at companies where after-sales is an important element of the business, service requirements are systematically evaluated during NPD through the involvement of after-sales personnel and the use of field service data to set design goals.     

Optimal batch ordering policies for assembly systems with guaranteed service

For a supply chain modelled as a multi-echelon inventory system, effective management of its inventory at each stock is critical to reduce inventory costs while assuring a given service level to customers. In our previous work, we used the guaranteed-service approach (GSA) to design optimal echelon batch ordering policies for continuous-review serial systems with Poisson customer demand and fixed order costs. The approach assumes that the final customer demand is bounded and each stock has a guaranteed service time in the sense that the demand of its downstream stock can always be satisfied in the service time. This paper extends this work by considering more general assembly systems. We first derive an analytical expression for the total cost of the system in the long run. The problem of finding optimal echelon batch ordering policies for the system can then be decomposed into two independent sub-problems: order size decision sub-problem and reorder point decision sub-problem. We develop efficient dynamic programming algorithms for the two sub-problems. Numerical experiments on randomly generated instances show the effectiveness of the proposed approach.