面向集成解决方案的汽车零部件承诺保修期决策研究
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摘要
针对制造商对汽车零部件保修期不同从而导致客户满意度低的问题,从质量属性和使用频率两维因素下,剖析了目前汽车保修承诺期不同的原因,并指出了不合理之处;在保证制造商利润的前提下,构建了面向集成解决方案的汽车零部件保修期的制定策略模型;通过实例对比分析了分散决策与统一决策下的保修期制定对客户满意度的影响,研究结论表明:面向集成解决方案的汽车零部件单一保修期能够获得更高的客户满意度。
According to the problem that the manufacturer is different from the warranty period of the automobile parts, which leads to the low customer satisfaction, the paper analyzes the reasons for the different warranty period of the automobile under the two-D factor of the quality attribute and the usage frequency, and points out the unreasonable place. Under the premise of guaranteeing the manufacturer's profits, this paper constructs a strategy model of auto parts warranty period for integrated solution. The effect of the warranty period on the customer satisfaction under the decentralized decision and the unified decision is compared and analyzed, and the results show that the single warranty period of the auto parts oriented to the integrated solution can achieve higher customer satisfaction.
According to the problem that the manufacturer is different from the warranty period of the automobile parts, which leads to the low customer satisfaction, the paper analyzes the reasons for the different warranty period of the automobile under the two-D factor of the quality attribute and the usage frequency, and points out the unreasonable place. Under the premise of guaranteeing the manufacturer's profits, this paper constructs a strategy model of auto parts warranty period for integrated solution. The effect of the warranty period on the customer satisfaction under the decentralized decision and the unified decision is compared and analyzed, and the results show that the single warranty period of the auto parts oriented to the integrated solution can achieve higher customer satisfaction.
引文
[1]崔连广,冯永春,张敬伟.客户解决方案研究述评与展望[J]外国经济与管理,2016,38(10):102-116.
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[6]闫华锋,仲伟俊.基于集成解决方案的复杂产品系统创新模型研究---智能电网调度技术支持系统案例研究[J].研究与发展管理,2014,26(02):87-97.
[7]Agrawal J,Richardson P S,Grimm P E.The Relationship Between Warranty and Product Reliability[J].Journal of Consumer Affairs,1996,30(2):421-443.
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[10]Park M,Pham H.A New Warranty Policy With Failure Times and Warranty Servicing Times[J].IEEE Transactions on Reliability,2012,61(3):822-831.
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[12]杨志远,程中华,邓立杰,李志伟.基于寿命周期成本分析的产品延伸保修决策优化模型[J].工业工程,2016,19(01):38-44.
[13]Jack N,Murthy D N P.Warranty servicing strategies to improve customer satisfaction[J].Ima Journal of Management Mathematics,2004,15(2):111-124.
[14]郝增亮,刘子先.二维保证下汽车维修备件动态库存控制策略[J].工业工程,2011,14(02):84-89.
[15]陈金龙.商品降价对顾客满意度影响的研究[J].价格理论与实践,2015(07):91-93.
[16]黄劲松,赵平,王高,陆奇斌.中国顾客重复购买意向的多水平研究[J].管理科学学报,2004(06):79-86.
[2]李随成,沈洁,杨婷.复杂产品系统集成解决方案理论综述[J].研究与发展管理,2009,21(02):10-17.
[3]Wise R.Go downstream:The new profit imperative in manufacturing[J].Harvard Business Review,1999,77(1):133-141.
[4]Davies A.Moving base into high-value integrated solutions:a value stream approach[J].Industrial&Corporate Change,2004,13(5):727-756.
[5]李随成,沈洁.面向集成解决方案的复杂产品系统企业业务转型研究[J].科学学与科学技术管理,2009,30(08):139-146.
[6]闫华锋,仲伟俊.基于集成解决方案的复杂产品系统创新模型研究---智能电网调度技术支持系统案例研究[J].研究与发展管理,2014,26(02):87-97.
[7]Agrawal J,Richardson P S,Grimm P E.The Relationship Between Warranty and Product Reliability[J].Journal of Consumer Affairs,1996,30(2):421-443.
[8]Karlin S,A First Course in Stochastic Process.[M].Network Academic press,2001.7:81-87.
[9]赵文平,王安民,徐国华.保修计划中的成本与最优保修期研究[J].工业工程,2004(02):16-18.
[10]Park M,Pham H.A New Warranty Policy With Failure Times and Warranty Servicing Times[J].IEEE Transactions on Reliability,2012,61(3):822-831.
[11]郭琳.汽车产品二维基础质保政策扩展研究[J].天津理工大学学报,2016,32(06):42-47.
[12]杨志远,程中华,邓立杰,李志伟.基于寿命周期成本分析的产品延伸保修决策优化模型[J].工业工程,2016,19(01):38-44.
[13]Jack N,Murthy D N P.Warranty servicing strategies to improve customer satisfaction[J].Ima Journal of Management Mathematics,2004,15(2):111-124.
[14]郝增亮,刘子先.二维保证下汽车维修备件动态库存控制策略[J].工业工程,2011,14(02):84-89.
[15]陈金龙.商品降价对顾客满意度影响的研究[J].价格理论与实践,2015(07):91-93.
[16]黄劲松,赵平,王高,陆奇斌.中国顾客重复购买意向的多水平研究[J].管理科学学报,2004(06):79-86.