二维质保管理研究综述与展望

doi:10.3969/j.issn.1007-7375.2019.06.013

摘要/Abstract

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。

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

Abstract: 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.

Key words: two-dimensional warranty management, warranty policy design, field reliability modeling, literature review

中图分类号:

F270

戴安舒, 魏冠州, 何曙光, 何桢. 二维质保管理研究综述与展望[J]. 工业工程, 2019, 22(6): 96-102,117.

DAI Anshu, WEI Guanzhou, HE Shuguang, HE Zhen. Two Dimensional Warranty Management Review and Research Prospect[J]. Industrial Engineering Journal, 2019, 22(6): 96-102,117.

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