客户满意度视角下面向产品服务系统订单的调度问题研究

The order scheduling problem of product-service systemfrom the perspective of customer satisfaction

本文基于客户的服务时间窗要求和最晚可接受交付时间,考虑服务型制造企业在交付产品服务系统(PSS)时的客户满意度,研究了一类典型PSS订单的调度优化问题。问题中每个PSS订单需先由多条生产线分别制造产品的各个部件,然后由一支安装团队为客户提供安装服务,以最大化客户满意度总和为目标建立了PSS订单调度问题的优化模型,根据问题特点分别设计了改编的NEH构造型启发式算法和DDE-SA混合元启发式算法来求解模型,在仿真实验中检验了不同调度规则下改编NEH算法和DDE-SA算法的有效性。结果表明,基于几何平均松弛时间递增调度规则的NEH算法的性能优于其他调度规则,适用于时间有限且规模较小的PSS订单调度问题;DDESA算法具有较强的鲁棒性且明显优于单纯的离散差分进化算法和模拟退火算法,适用于时间充足且有较高求解质量要求的大规模PSS订单调度问题。

With the increasingly fierce market competition and the growing demand for personalized service,many traditional manufacturing firms not only sell products,but also provide product service system(PSS)for customers,thus realizing the transformation from product-oriented manufacturing to service-oriented manufacturing.PSS is defined as an integrated solution of products and services.It can not only improve the competitiveness and profitability of manufacturing enterprises,but also improve customer satisfaction and loyalty.Although PSS has many advantages and has been widely used in business,a lot of management problems remain to be solved.Therefore,numbers of scholars focus on PSS and study it extensively in recent years.In the service-oriented manufacturing mode,service quality has become an important driving force for the development of manufacturing firms,and customer satisfaction is an important index to evaluate service quality.For the equipment purchase and installation contract of the common PSS order type in the equipment manufacturing industry(such as elevator,wind power and other industries),customers usually specify the time windows of service start and end.The start time of a time window is the earliest service time allowed,that is,the earliest time service can be provided;before this time,due to the lack of installation conditions or other reasons,the customer cannot accept the service.The end time of a time window is the deadline.Not only will goodwill and customer satisfaction decline,but also the manufacturing firms need to pay a penalty for delayed delivery of services to potential customers.In order to provide service within the time windows required by customers,manufacturing firms must carefully formulate PSS order scheduling strategies to achieve the highest possible customer satisfaction.Therefore,how to optimize customer satisfaction as the goal of PSS order scheduling is an urgent practical problem for service-oriented manufacturing firms.In the PSS order scheduling problem,the product components of each PSS order are first produced by multiple production lines,and then the installation team provides installation services according to the time windows required by customers.Customer satisfaction is characterized by a given time window and the latest acceptable delivery time.In this paper,the mathematical model of PSS order scheduling problem is established with the goal of maximizing the total satisfaction.Considering the NP hard characteristic of the studied problem,seven constructive heuristic algorithms and new scheduling rules based on NEH algorithm are proposed,and a DDESA meta-heuristic algorithm is designed to solve the problem.The performances of the proposed algorithm are examined in computational experiments.The results show that the heuristic algorithms based on the scheduling rules of production idle time,service idle time,geometric average idle time and harmonic average idle time perform better than the other scheduling rules;compared with pure DDE and SA algorithm,DDE-SA algorithm can not only obtain higher quality solutions,but also has strong robustness to the fluctuation of the number of components,delay factors and delivery range factors,which is suitable for large-scale PSS order scheduling problems.The research of this paper is to further deepen and expand the research in the field of scheduling management and service quality management.It can not only enrich the existing theoretical research results of production and operational management,but also fill up the research and application of NEH,DDE and SA algorithms from the perspective of methodology.In the context of global serviceoriented transformation of equipment manufacturing industry,this study can help service-oriented manufacturing firms in construction,medical and elevator industries to schedule PSS orders more scientifically and reasonably,so as to improve the service quality of firms and reduce operating costs.This work can further promote the service-oriented transformation and upgrading of China′s manufacturing industry.