售后服务中的代用品数量优化研究

提高客户满意度已成为制造商获取竞争优势的重要手段。在售后服务中,适时为客户提供代用品已经成为各大制造商提高客户满意度的重要方式。代用品自身购置成本很高,等待时间太长而导致客户抱怨带来的损失又是不容小觑的。基于排队论的思想,通过建立综合总成本与损失概率之间的数学模型,研究不同情况下的代用品的分配策略,并通过仿真实验得出在不同情况下代用品的最优数量,为制造商选择代用品的数量提供理论依据。

Study on Optimization of the Number of Substitutes in After-sales Service

Improving customer satisfaction has become an important means for manufacturers to gain competitive advantage.In the after-sales service,timely provision of substitute has become an important way for the major manufacturers to improve customer satisfaction.The purchase cost of substitutes is very high,while the loss caused by customer complaints of waiting for too long should not be underestimated.Based on queuing theory,by establishing the mathematical model between comprehensive total cost and loss probability,the allocation strategy under different conditions were studied.Finally,the optimal number of substitutes in different situations was obtained through simulation experiment,and a theoretical basis for the selection of the number of available substitutes for the manufacturer was provided.