考虑客户满意度的物流公司终端配送线路优化

Logistics Company Terminal Distribution Line Optimization Considering Customer Satisfaction

【目的】针对物流公司终端配送线路优化问题,考虑客户满意度以及退货情况对配送方案的影响,力图优化配送线路,提高客户满意度。【方法】分析不同客户(收货、发货、退货)的特点,建立了基于软时间窗的顾客满意度函数,并构建了以配送总成本最低为目标的混合整数规划模型,进一步根据终端配送问题的特征设计了求解模型的模拟退火算法,最后通过Matlab软件和具体算例,进行模拟计算。【结果】通过比较有无考虑客户服务时间的两种情况的求解结果,验证了该算法的有效性和实用性。【结论】考虑终端配送过程中客户满意度以及退货情况的发生,可以减少配送成本、节约配送时间、提高客户满意度,极大地提高物流公司竞争力。

[Purposes]In order to optimize the distribution route of logistics companies,consider the impact of customer satisfaction and return on the distribution plan,and strive to optimize the distribution line and improve customer satisfaction.[Methods]The characteristics of different customers(receipt,delivery,return)were analyzed,and the customer satisfaction function based on soft time window was established.The mixed integer programming model with the lowest total cost of distribution was constructed,and further distributed according to the terminal.The characteristics of the problem are designed by the simulated annealing algorithm for solving the model.Finally,the simulation calculation is carried out by Matlab software and specific examples.[Findings]The validity and practicability of the proposed algorithm were verified by comparing the results of two cases with or without customer service time.[Conclusions]Considering the customer satisfaction and the return situation in the terminal distribution process,it can reduce the distribution cost,save the delivery time,improve the customer satisfaction,and greatly improve the competitiveness of the logistics company.