摘要
为有效评价供应链的客户服务水平,支持供应链运作管理与供应链优化的研究,提出一种面向差异性的供应链服务水平综合评价模型。基于供应链运作过程,从可靠性、及时性、灵活性三个方面分析了服务评价相关的指标要素,构建了服务评价的指标体系;分析了不同类别客户、产品的差异性服务需求。为了在评价过程中体现出这种固有的差异性,以便更准确地评价供应链的服务水平,设计了基于多级权重的供应链服务水平综合评价过程框架。综合运用网络分析方法和模糊集理论,建立了指标权重求解的数学模型,对服务指标的各级权重进行了求解。最后,以一个应用实例,说明应用该方法评价供应链服务水平的过程。
To evaluate the customer service level effectively, thereby providing support to the supply chain management and optimization research, a differentiation-oriented integrated model for service evaluation was proposed. Based on the supply chain operation process, the service indices related to service evaluation were summarized from perspectives of reliability, real-time and flexibility, and the service evaluation index system was established. Then the differentiation of the customer＇s service demand was discussed. To integrate the inherent differentiation in the evaluation process so as to conduct a more clear evaluation of the service level, a new multi-level weight measurement framework was proposed. Using the network analysis method and the fuzzy set theory, the mathematical model was established to obtain the index weights in all levels. At last, an application example was presented to interpret the evaluation process.
出处
《计算机集成制造系统》
EI
CSCD
北大核心
2009年第5期946-953,967,共9页
Computer Integrated Manufacturing Systems
基金
国家863/CIMS主题资助项目(2007AA04Z147)
国家科技支撑计划资助项目(2006BAH02A09)~~
关键词
服务评价
差异性服务
供应链
网络分析理论
三角模糊数
service evaluation
service differentiation
supply chain management
analytic network process
triangular fuzzy number
