文档介绍：华中科技大学
硕士学位论文
汽车售后服务供应链资源优化问题研究
姓名:李丽
申请学位级别:硕士
专业:管理科学与工程
指导教师:王海军
2010-12-26
华中科技大学硕士学位论文
摘要
在产品同质化日益严重的今天,制造企业开始将售后服务当作收入、利润和竞
争力的一个重要来源。售后服务已经成为各企业和商家争夺消费者的重要领域。然
而大多数企业并没有意识到售后服务供应链与传统生产供应链的差异,将生产供应
链的管理思想直接应用于售后服务供应链,导致收效甚微。因此如何正确管理售后
服务供应链是一个亟需研究的重要课题。
售后服务供应链是指为保证产品售后服务顺利开展的所有支持性活动,涉及服
务计划、资源分配、配件管理和维修回收等活动及过程的集合。售后服务供应链管
理的目标主要是优化供应链上的资源配置问题,包括备件和人员。本文将研究视角
选定为汽车行业的售后服务供应链上,结合售后服务供应链的现存文献和汽车行业
典型的售后服务网络,发现并分析了汽车行业售后服务供应链上存在的一些问题,
提出通过实行同级转运的库存策略来改进现有的售后服务网络。在此基础上结合备
件成套订单的特点提出了一个多目标决策模型,即最小化供应链上总成本与供应链
的总等待时间,在优化服务备件库存的同时应用排队论进行服务人员数量的配置。
最后利用一个算例,应用遗传算法来求解该模型并证明其有效性,证明了运用多目
标决策的优越性。

关键词:售后服务供应链;双重资源优化;多目标决策;同级转运;成套订单;

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华中科技大学硕士学位论文
Abstract
Nowadays, as a trend of product homogeneity, manufacturers take after-sales service
as a resource of revenue, profits petition. After-sales service has e an
important area for enterprises to capture consumer. However, most enterprises have not
notice the difference of after-sales service supply chain and traditional manufacture supply
chain, and apply the theory of manufacture supply chain to after-sales management,
leading to less effect. So how to manage the after-sales service supply chain in a right way
is an important issue nowadays.
After-sales service supply chain refers to the whole support activities to ensure the
smooth implementation of after-sales service, related to service plans, resource allocation,
spare parts management, maintenance and recycling collection and other activities and
processes. The object of after-sales service supply chain management is to configure the
resource rightly, including service parts and service people. This paper focused on the
automotive industry, summarized the exiting lecture on after-sales service supply chain,
and analyzed the typical work of the automotive industry; found out some
problems existing in the work. By implementing the peer transit inventory
strategies, i