【作者】 杨琴；

【导师】 周国华；

【作者基本信息】 西南交通大学 ， 管理科学与工程， 2011， 博士

【摘要】 中国目前已成为世界第一大汽车市场。但是,中国的汽车产业在品牌、研发、销售和服务等各个环节上与世界汽车强国都还存在差距。研究汽车4S店维修服务系统的动态调度问题对汽车行业和具体的汽车销售企业都有价值。此外,这方面的研究成果还可以推广应用到其他服务系统。论文首先分析了汽车4S店维修服务系统调度问题的特征,将其描述为存在明显瓶颈环节的动态FJSP问题；接着,结合约束理论和系统分解思想简化该复杂系统的调度问题。研究采取由简至繁的策略,分三个层次：首先,解决瓶颈资源的多目标动态调度问题；接着,在此基础上构建单瓶颈环境下汽车4S店维修服务系统动态调度策略；然后,扩展至多约束环境下汽车4S店维修服务系统动态调度。通过描述以上各自问题的特征与性质,建立问题的数学模型,并且有针对性地选择、改进和组合多种调度算法与动态调度策略,实现问题求解。主要研究内容如下：第1章首先介绍了课题研究的理论意义和现实价值,进而分析了服务系统动态调度问题的研究现状,从中提炼出课题的具体研究对象——汽车4S店维修服务系统调度问题的几点解决办法。接着,结合对基于约束理论的调度问题和调度算法研究现状的总结,指出了本文的技术路线和主要研究工作。第2章首先介绍了约束理论的核心理念和管理技术；接着针对本课题的具体研究对象,对问题描述涉及的相关参数进行说明,并运用三元组α/β/γ方法,采用对比的方式,对汽车4S店维修服务系统与制造系统调度问题的共性和汽车4S店维修服务系统调度问题的特性进行描述；最后提出基于约束理论的汽车4S店维修服务系统动态调度问题分解框架,提出后续研究的总体思路。第3章结合优化调度理论,对汽车维修车间瓶颈工序(油漆工序)调度问题的特性、模型和求解算法进行了研究,提出了多目标动态调度策略。首先,从最小化目标、机器环境、加工特征和约束几方面分析了油漆工序调度问题的特征,建立了对应的数学模型。接着,结合混合重调度策略和两阶段算法,设计了动态调度方法。然后,分别运用遗传算法、粒子群算法和改进模拟植物生长算法,在问题初始解的基础上,进行了第二阶段迭代求解。最后,以实例分析比较了几种算法的性能,实验仿真结果表明改进模拟植物生长算法对相关参数的要求宽松,稳定性好,可以在缩短求解时间的同时确保解的质量,有效地提高了瓶颈环节调度的效率和质量,从而提升了汽车4S点维修服务系统的工作效率和服务质量。第4章研究了单瓶颈环境下汽车4S店维修服务系统动态调度问题。首先,结合瓶颈资源的多目标动态调度的结果,有针对性地选择合适的重调度策略和分派规则调度非瓶颈资源；接着,在瓶颈和非瓶颈资源之间设置缓冲,进行缓冲管理,建立瓶颈和非瓶颈资源调度方案的协调机制,实现单瓶颈环境下的服务系统动态调度问题求解；最后,以日常任务量下的汽车4S店维修车间调度问题为实例验证算法,相对于企业中使用到的一些调度规则,基于约束理论调度算法的仿真结果显著优越,且随着问题规模的增大,指标性能的优越性更为明显,从而大大减少了客户的等待时间。第5章研究了多约束机环境下汽车4S店维修服务系统的动态调度问题。首先,对多约束机环境下汽车4S店维修服务系统的调度问题进行描述,建立数学模型,并构建基于约束理论的多约束机环境下系统动态调度问题的分解框架。接着,结合汽车维修服务系统中不同任务的权重存在差异的特征,通过改进约束引导的启发式算法求解多约束机的调度问题；然后,完善约束机与非约束机之间的协调机制,实现多约束环境下的服务系统动态调度问题求解；最后,以高峰期任务量下的汽车4S店维修车间调度问题为实例验证算法,结果表明该算法优于企业中常用的调度规则算法,有效地缩短了客户的等待时间。第6章结合某汽车4S店维修服务的具体案例,运用论文中的方法进行了作业排序资源调度。首先,介绍了汽车的售后维修保养服务流程和该企业维修车间的情况。接着,以该公司高峰期情况下一天的具体任务作为数据基础,运用论文所提方法进行了排序,所得调度方案优于企业实际的调度结果。最后,针对调度的重点和难点,提出了几点对应的管理策略建议。结论部分对整个论文的主要成果进行了总结,指出论文研究的创新之处,并对本课题未来的研究工作进行了展望与设想。更多还原

【Abstract】 China has already become No.1auto market in the world. However, on the aspects of auto brand, research and development, sales and service, etc, there are gaps between and among China’s automobile industry and that of the automobile superpower nations. Study on the dynamic scheduling problem of automobile4S shop’s repair service system has value both in automobile industry and specific auto sales business. In addition, the results can also be applied to other service systems. Firstly, it analyzed the characteristics of the automobile4S shop’s repair service system. Then, it described this problem as a dynamic FJSP problem with obvious bottleneck. At last, it simplified the scheduling problem of the complex system combined with the theory of constraints and the thought of system-decomposing. The research was broken down into three levels:Firstly, it solved the multi-objective dynamic scheduling problem of bottleneck resource in the4S shop; secondly, based on the first level, it built the dynamic scheduling strategy of the4S shop on the condition of single bottleneck; and thirdly it extended up to the multi-objective dynamic scheduling problem on the condition of multi-constraint. The study adopts the strategy of from simple to complex. Through the description of their characteristics and natures, it established a mathematical model, and targeted combination of scheduling algorithm and dynamic scheduling strategy. The main contents are shown as follows:Chapter1introduces the research’s theoretical meaning and practical value, and then it analyzes the status quo of the service system’s dynamic scheduling problem, from which to extract the specific object of study subjects-several solutions of automobile4S shop’s repair service system scheduling problem. Then, point out the paper’s technical line and the main research work combined with the summary of the status quo.Chapter2introduces the core concepts and management techniques of theory of constraints; then explain the problem description related parameters of the specific study object and use triple of α/β/γ method and comparative approach to describe the similarity of the scheduling problem between4S shop and manufacturing systems, including the characteristic of the first one; Finally, put up with the decomposition framework of the4S shop repair service system’s dynamic scheduling problem which based on the constraint theory and the general idea of future research.Chapter3combined with the optimal scheduling theory makes a study on the workshop’s bottleneck operation (painting process) scheduling problem’s characteristic, models, and solution problem, puts up with the multi-objective scheduling strategy. First, analyze the feature of painting operation scheduling problem from the aspects of the minimized the objective, machine environment, processing characteristics and constraints, and establish the corresponding mathematical model. Second, design the dynamic scheduling algorithm with the combination of hybrid rescheduling strategy and two-stage algorithm. Third, use genetic algorithms, particle swarm optimization and improvement of plant growth simulation algorithm respectively to go on the second stage of getting the iterative solution on basis of the initial solution of this problem. Finally, use real examples to analyze and compare the performance of algorithms. Experimental results show that the improved plant growth simulation algorithm in the calculation of the time and the quality of reconciliation is superior.Chapter4makes a study on the dynamic scheduling problem of the4S shop’s repair service system under the single-bottleneck environment. First of all, select the appropriate dispatch rules and re-scheduling policy to schedule the non-bottleneck resource on the basis of bottleneck resource’s multi-objective scheduling results; Then, set the buffer between the bottleneck and non-bottleneck resources, manage the buffer, and establish coordination mechanisms of the bottleneck and non-bottleneck resource, to achieve the solution of services system’s dynamic scheduling problem in the environment of single-bottleneck; Finally, verify the algorithm through the4S shop’s repair service workshop’s scheduling problem with the routing task.Chapter5makes a study on the4S shop repair system’s dynamic scheduling problem under the multi-constraint environment. First, describe the problem, build the mathematical model, and establish the problem’s decomposed framework on the basis of theory of constraints. Then, solve this problem through the improving constraint guided heuristic algorithm; improve the coordination mechanism between the constrained machines and non-constrained machines, and realize the solution of service system dynamic scheduling problem under the multi-constraint environment. Finally, take the4S shop repair service workshop with the peaking assignment as an example to verify the algorithm.Chapter6uses its algorithm to schedule the operations and resources in a specific4S shop repair service workshop. First of all, introduce automobile’s after-sales maintenance services and the situation of the maintenance workshop. Then, use the proposed method to schedule the problem with the peaking day’s data which will get a better scheduling scheme than the actual results in the shop. Finally, for the important and difficult scheduling points, propose the corresponding management strategy recommendations.Conclusion summarizes the main results of the paper, points out the innovation, and looks forward this subject’s future work.更多还原