摘要
外驻客户服务代表是改善售后服务质量的有效手段。本文根据售后现场服务的特点,应用聚类分析将所有客户按其距离远近分类,采用最小树法寻找各子类的中心作为客户服务代表的外驻点。结合现场服务排队近似M/G/M模型确定最优的外驻决策。该方法可以有效地为决策者提供外驻决策。
Custom service representatives＇ resident decision can improve after-sales field service quality dramatically.According to the characteristic of after-sales field service,this paper applies the cluster analysis to divide the customers into different groups based on distance matrix, and finds the sub-cluster＇s center using minimum tree theory,then uses Field Service Queuing Approximation M/G/m Model to get the best resident decisions. It can provide decision makers with accurate decision alternatives.
出处
《中国医疗设备》
2010年第10期43-45,55,共4页
China Medical Devices
关键词
售后现场服务
客户服务代表(CSR)
外驻决策
排队模型
after-sales field service
customer service representative（CSR）
resident decision
M/G/M model
