摘要
除了低价格、高质量和卓越的性能外,完善的售后服务在刺激购买需求中起到了关键作用。在此背景下,越来越多的制造商开始提供质保服务。对于二维质保产品而言,产品的失效是使用时间和累积使用度共同作用的结果,例如汽车、重型机械等耐用消费品。本文通过对相关文献的整理,分别从产品现场可靠性建模、质保索赔预测和质保政策设计3个方面分别对有关二维质保管理的研究进行综述,并提出了二维质保管理领域进一步研究方向。
A refined after-sale service plays a key role in stimulating purchase of customers,which is similar to a low price,high quality and excellent performances of products.Therefore,more and more manufacturers provide warranty as a kind of after-sale service to consumers.Durable consumption goods such as automobiles and heavy machinery are often sold with a two-dimensional warranty,where their failures can be accounted for by time and usage.This study reviews related researches of two-dimensional warranty management in three aspects,i.e.,field reliability modeling,warranty claims forecasting,and warranty policy design.Some directions of future research are suggested in the end.
作者
戴安舒
魏冠州
何曙光
何桢
DAI Anshu;WEI Guanzhou;HE Shuguang;HE Zhen(Co-innovation Center for Computable Modeling in Management Science,Tianjin University of Finance and Economics,Tianjin 300222,China;College of Management and Economics,Tianjin University,Tianjin 300072,China)
出处
《工业工程》
北大核心
2019年第6期96-102,117,共8页
Industrial Engineering Journal
基金
国家自然科学基金资助项目(71802145,71532008,71701200)
关键词
二维质保管理
质保政策设计
现场可靠性建模
研究综述
two-dimensional warranty management
warranty policy design
field reliability modeling
literature review