基于服务蓝图的服务型制造系统流程改善研究

Research on Service-oriented Manufacturing System Process Improvements Based on Service Blueprint

针对产品制造和服务提供相融合的服务型制造系统流程改善问题,在服务型制造和服务蓝图耦合的基础上,构建了基于服务蓝图的服务型制造系统,并依据系统特征,给出了基于模糊树图的系统流程改善方法,实例分析验证了该系统流程改善方法的有效性。研究表明:基于服务蓝图的服务型制造系统能够快速响应客户的异质化需求,且系统流程改善的结果在时间、柔性、成本和质量等指标方面均能得以体现,这有助于制造企业服务价值创造的实现,以及客户通过参与获取差异化的高品质服务。

Aimig on process improvement of serviceoriented manufacturing systems,which was a combination of product manufacturing and service delivery,a serviceoriented manufacturing system was structured,based on the serviceoriented manufacturing and service blueprint coupling.According to the characteristics of the system,a method of system process improvements were given based on fuzzy tree graph.Finally,the effectiveness of the system process improvement method was verified by the case studies.The research indicates that the servicebased manufacturing system may rapid response to customer heterogeneity demands based on the service blueprint.The results of system process improvement may be reflected in terms of time,flexibility,cost and quality.This will help manufacturers realize of the service value creation,and customers gain differentiated highquality service through the participation.