摘要
运用排队理论 ,对虚拟企业售后服务部门的顾客排队网络进行了分析 ,确定了一种顾客具有优先权的多级顾客服务排队模型 ,以顾客满意度 (服务合同相关条款 )为条件计算出了稳定平衡状态下排队系统的主要指标 ,并从收益、成本和效率等方面进行优化 ,从而得到服务部门最优基准服务能力 。
In order to help service managers scheme reasonable service ability and make profit, the author put forward a special. Multi class & multistage queuing model and value analyzing algorithm(MQM VAA)based on the method developed by HT Paradopouloos. With the restriction of service ability and customer satisfaction, using the MQMVAA, managers can get the bottomline of service resources, and assign maintenance program to respond the change of customer demands, then make virtual enterprise keep their competitive capability.
出处
《高技术通讯》
EI
CAS
CSCD
2000年第12期36-40,共5页
Chinese High Technology Letters
基金
863计划!(86 3 5 11 941 0 0 6 )
国家自然科学基金!(7980 0 0 0 5 )资助项目
