面向建设工程的物流服务系统功能配置模型与应用
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摘要
目前,提高物流服务质量被认为是把握客户的首选方法,从系统论的角度来看,工程物流服务是一个复杂的系统工程,具有不可重复性,系统性,风险性,计划性和高技术性等特征。针对这样的一个复杂系统,需要从系统结构入手,建立系统仿真模型,将整体服务要求细化到系统工作的“行为级”,以通过结构分解实现系统的功能配置。
论文将面向建设工程,构建工程物流服务系统功能配置模型。模型以基于映射关系的质量屋作为基本功能配置手段,实现了客户服务需求向系统设计参数的转化。与此同时,在工程物流服务系统内部,进行系统的结构分析,定义了工程物流服务系统概念模型,给出了系统输入,系统数据库和服务系统过程的概念化定义。运用过程映射,将系统基本单元——活动进行四维度分解,保证客户服务需求落实到工作的每一个环节中。
采用实证分析的方法,从工作的抗干扰性和服务满意度两个方面进行模型应用效果分析,验证了模型的科学性和有效性。
At present, improve the quality of logistics service is considered to be the preferred method to hold the customer. From the sight of Systemism, project logistics service is a complicated systems engineering with non-repeatability, systemic, risk, planned, high performance technologies and other features. For such a complex system, we need to build simulation model from system structure to refinement the overall service to―behavior scale‖of system work and achieve the function deployment of system through WBS.
This paper establish a Logistics Systems Function Deployment Model for Construction Project. House of Quality based on mapping is the basic QFD method in the model. At the same time, though system structural analysis, the paper defines the concept model of logistics system which contents formalization definition of system input, system database and PCS. At last, break down the system basic element– activity into four dimensions by using process mapping to make sure the customer service needs immerging into every link of the work.
The model is proved more validity and effective through work anti-jamming analysis and service satisfaction inquisition By using positive analysis.
论文将面向建设工程,构建工程物流服务系统功能配置模型。模型以基于映射关系的质量屋作为基本功能配置手段,实现了客户服务需求向系统设计参数的转化。与此同时,在工程物流服务系统内部,进行系统的结构分析,定义了工程物流服务系统概念模型,给出了系统输入,系统数据库和服务系统过程的概念化定义。运用过程映射,将系统基本单元——活动进行四维度分解,保证客户服务需求落实到工作的每一个环节中。
采用实证分析的方法,从工作的抗干扰性和服务满意度两个方面进行模型应用效果分析,验证了模型的科学性和有效性。
At present, improve the quality of logistics service is considered to be the preferred method to hold the customer. From the sight of Systemism, project logistics service is a complicated systems engineering with non-repeatability, systemic, risk, planned, high performance technologies and other features. For such a complex system, we need to build simulation model from system structure to refinement the overall service to―behavior scale‖of system work and achieve the function deployment of system through WBS.
This paper establish a Logistics Systems Function Deployment Model for Construction Project. House of Quality based on mapping is the basic QFD method in the model. At the same time, though system structural analysis, the paper defines the concept model of logistics system which contents formalization definition of system input, system database and PCS. At last, break down the system basic element– activity into four dimensions by using process mapping to make sure the customer service needs immerging into every link of the work.
The model is proved more validity and effective through work anti-jamming analysis and service satisfaction inquisition By using positive analysis.
引文
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[20] Griffin, A., & Hauser, J. R.. The voice of the customer. Marketing Science, 1993,12(1), 1–27.
[21] Pun, K.F., Chin, K.S. and Lau, H.,―A QFD/hoshin approach for service quality deployment: 2000
[22] a case study‖, Managing Service Quality, Vol. 10 No. 3, pp. 156-69.
[23] Chan, L.K. and Wu, M.L.,―Quality function deployment: a comprehensive review of its concepts and methods‖, Quality Engineering, 2002, Vol. 15 No. 1, pp. 23-35.
[24] Griffin, A.. Evaluating QFD’s use in us firms as a process for developing products. Journal of Product Innovation Management, 1992,9,171–187.
[25] Koksal, G. and Egitman, A.,―Planning and design of industrial engineering education quality‖, Computers and Industrial Engineering, 1998, Vol. 35 Nos 3-4, pp. 639-42.
[26] Lam, K. and Zhao, X.,―An application of quality function deployment to improve the quality of teaching‖, International Journal of Quality & Reliability Management, 1998,Vol. 15 No. 4, pp. 389-413.
[27] Lim, P.C. and Tang, N.K.H.,―The development of a model for total quality healthcare‖, Managing Service Quality, 2000,Vol. 10 No. 2, pp. 103-11.
[28] Gonzalez, M.E., Quesada, G., Picado, F. and Eckelman, C.A.,―Customer satisfaction using QFD: an e-banking case‖, Managing Service Quality, 2004,Vol. 14 No. 4, pp. 317-30.
[29] Curry, A. and Herbert, D.,―Continuous improvement in public services– a way forward‖, Managing Service Quality,1998,Vol. 8 No. 5, pp. 339-49.
[30] Enriquez, F.T., Osuna, A.J. and Bosch, V.G.,―Prioritising customer needs at spectator events: obtaining accuracy at a difficult QFD arena‖, International Journal of Quality & Reliability Management,2004,Vol. 21 No. 9, pp. 984-90.
[31] Sher, S.S.,―The application of quality function deployment (QFD) in product development– the case of Taiwan hypermarket building‖, Journal of American Academy of Business, Cambridge,2006,Vol. 8 No. 2, pp. 292-5.
[32] Bouchereau, V. and Rowlands, H.,―Methods and techniques to help quality function deployment (QFD)‖, Benchmarking: An International Journal,2000, Vol. 7 No. 1, pp. 8-19.
[33]陈晓川,冯辛安.面向成本的设计中的多域特征映射研究[J].机械科学与技术.2002,21(2)
[34] Lim S, Lee IBH, et al. A multip le domain feature mapping: a methodology based on deep models of features[J ].Journal of Intell igentManufactur ing, 1995, (6)
[35]郑德涛,高健,张平等.零件设计域到制造域的特征映射机理研究与应用[J ].机械工程学报, 1996, 32 (4) : 63～67
[36]邓琳,昝昕武,黄茂林,刘伟.基于需求一功能映射分析的概念设计[J].重庆大学学报.2002(12):4-6
[37]庞雄文,鲍苏苏.基于领域学习的本体映射方法[J].计算机科学.2009,36(3):134-138
[38]常春.信息检索系统中的映射特征[J].情报杂志.2009,28(3):142-145
[39]毕鲁雁,焦宗夏,范圣韬,康荣杰.基于本体映射的设计知识库搜索方法[J].计算机集成制造系统.2009,15(10): 1890-1899
[40]钟海铭,李中学,王希科.物流信息系统体系结构产品向多Agent系统的映射研究[J].中国储运.2010(3):89-90
[41] L. Whicker, M. Bernon, S. Templar, Mena. Understanding the relationships between time and cost to improve supply chain performance. Int. J. ProductionEconomics 121 (2009) 641–650
[42]刘子先,姬升启,郑永强.基于特征映射的产品制造成本与保证成本的优化方法[J].计算机集成制造系统.2007,13(4):822-826
[43]李世勇,秦雅娟,张宏科.基于网络效用最大化的一体化网络服务层映射模型[J].电子学报.2010,38(2):282-289
[44] Zhengxin Chen. Generating suggestions through document structure mapping. Decision Support Systems 16 (1996) 297-314
[45]王博,郭波.装备全寿命周期数据源模式映射优化方法研究[J].计算机集成制造系统.2009(5):1031-1040.
[46] David P. Tegarden, Steven D. Sheetz. Group cognitive mapping: a methodology and system for capturing and evaluating managerial and organizational cognition. Omega 31 2003, 113–125
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