考虑客户价值的车辆调度干扰管理

针对物流企业中资源不能有效地分配到不同客户手中,难以实现物流企业经济效益最大化的问题,基于客户关系管理理论,在考虑客户价值的情况下,从客户、物流配送运营商以及物流配送员三方面对物流配送系统的扰动建立了车辆调度干扰管理模型,并结合免疫算法设计了改进的种子群优化算法对模型进行求解.结合具体实例,对考虑客户价值的干扰管理模型与未考虑客户价值的干扰管理模型进行比较,结果表明,考虑客户价值的干扰管理模型能够获得更大的客户满意度.

Disruption management for vehicle scheduling with considering customer value

Aiming at the problem that the resources in the logistics enterprises can not effectively be allocated to different customers and the maximization of economic benefits of logistics enterprises is hard to be achieved, based on the customer relationship management theory and with considering the customer value, the disruption management model for vehicle scheduling was established for the disturbance of logistics distribution system from three aspects including the customers, logistics enterprises and logistics staffs. In addition, an improved seed optimization algorithm in combination with the immune algorithm was designed to solve the proposed model. In combination with the specific examples, the disruption management models with and without considering the customer value were compared. The results show that the disruption management model with considering customer value can receive better customer satisfaction.