工业工程

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面向二维保证的产品大修策略制定

  

  1. 天津大学 管理与经济学部，天津 300072
  • 出版日期:2016-02-29 发布日期:2016-04-05
  • 作者简介: 王玉堃（1989-），河南省人，博士研究生，主要研究方向为工业工程和产品保证.
  • 基金资助:
    国家自然科学基金资助项目（71171142）

Product Overhaul Strategy Formulation under Twodimensional Warranty

  1. College of Management and Economics, Tianjin University, Tianjin 300072, China
  • Online:2016-02-29 Published:2016-04-05

摘要： 为更有效地制定制造商在二维保证政策下的维修策略，针对以往面向产品保证的维修策略研究中，忽略顾客满意度对制造商成本产生的影响这一缺点，将顾客满意度下降对制造商造成的隐性损失考虑在内，分别构建最小维修策略和大修策略下的制造商期望总成本分析模型。以汽车产品安全气囊系统中的传感器部件为例，利用两阶段过程方法，求解获得使制造商在二维保证政策下期望总成本最小的大修策略。研究结果表明，与最小维修策略相比，大修策略使制造商的期望总成本降低了22%，顾客满意度上升到61%，为制造商制定二维保证政策下的维修策略提供了有效的决策支持。

关键词: 二维保证, 顾客满意度, 最小维修, 大修

Abstract: In the previous research on maintenance strategy under warranty, the effect of customer satisfaction on the cost to the manufacturer has been ignored. According to this shortcoming, the hidden loss due to the drop of customer satisfaction is considered in order to develop an effective maintenance strategy under twodimensional warranty for the manufacturer. The expected total cost analysis models under the minimal repair strategy and the overhaul strategy are respectively developed. Taking the sensor of the airbag system in the automobile product for example, the optimal overhaul strategy is obtained through twostage process. The results show that compared with the minimal repair strategy, implementing the overhaul strategy can effectively reduce by 22% the total expected cost to the manufacturer, and increase to 61% the probability of repurchase of the customer. This provides effective decisionmaking support for the manufacturer to formulate the maintenance strategy under twodimensional warranty.

Key words: twodimensional warranty, customer satisfaction, minimal repair, overhaul