设备制造企业维修服务商优化选择模型研究

The Equipment Manufacturer's Maintainance Servicing Agent Optimization Selection Model Research

维修服务商的选择对设备制造企业是否快速响应顾客服务需求,提高售后服务水平产生重要影响。以顾客满意度作为评价标准,构建了维修服务商的服务质量评价指标体系,并将评价分值作为服务质量评价因子,便于企业优先选择服务质量好的维修服务商。综合考虑维修服务网络的整体服务质量水平和运作成本,建立了维修服务商的优化选择模型。设计了禁忌搜索算法对模型进行求解,通过示例计算不仅表明了算法的有效性,同时也表明质量评价因子的引入,更能有效地激励维修服务商提高服务质量。

In order to rapidly respond to client service requirements, and improve after service＇s level,this paper researched the equipment manufacturer＇s maintainance service agent optimization selection problem.Based on customer satisfaction degree evaluation, the equipment manufacturer＇s service quality index system was set up.The Agent＇s evaluation grade was seen an gene,which can be seen a standard to firstly select high service quality agents.The maintainance service agent optimization selection model was founded on synthesizing total service network＇s quality and operation cost.Tabu Search was applied to compute model.Computational results show that the proposed algorithm produces optimal solutions. Because including a quality gene,this model＇s analysis show it is an effective method inspiring agent to improve service quality.