摘要
响应时间是评估现场服务的重要指标之一,而服务中心的位置直接决定平均响应时间。将现场服务人员的行程简化为星型拓扑结构,根据客户拥有的设备数量对其网络距离矩阵加权处理,并对距离矩阵进行聚类分析和多维标度变换。假设任意一客户为服务中心,得到N个备选方案,以最短加权距离和为选择依据,选择服务中心。结合加权距离和与聚类分析结果可以进一步选择子服务中心。
Response time is one of the most important performances metrics for field service. The allocation of service center directly impacts on the average response time. This paper simplifies the field service representatives trip, and views it as star-shaped topology structure. Based on the network＇s distance matrix, this paper weighs the matrix according to the amount of equipment that each customer possessed, analyses the distance matrix using cluster and multidimensions scale （MDS）methods. Assuming that service center were located near or at one of the customer＇s site, there would be N accumulated weighted distance, and the minimum one would be the best choice for the service center. In conjunction with the result of cluster and MDS analysis, this paper can further get the sub-centers.
出处
《工业工程与管理》
北大核心
2010年第1期37-41,共5页
Industrial Engineering and Management
关键词
现场服务
距离矩阵
选址
field service
distance matrix
location
