【作者】 程建刚；

【导师】 李从东； 赵道致；

【作者基本信息】 天津大学 ， 工业工程， 2009， 博士

【摘要】 随着全球经济服务化趋势的加剧,现代服务业从传统服务业中分离并快速成长,成为现代经济增长的重要支撑。现代服务系统不再是由单一的个人或企业所提供的简单活动,而是由多个企业的协作服务环节所构成的复杂产业链,是具有高度协同和分布特性的复杂行为构成的社会化系统。市场环境的改变要求现代服务系统具有可重构性,通过功能集成、过程重构和体系再造,创新性地满足需求、甚至创造需求。可重构性是现代服务系统中成功实施创新性服务创意、服务模式、服务战略的关键。基于此,本文提出可重构服务包(RSP)系统的概念,RSP系统具有模块化的结构形式、随企业内外部环境变化而重构的品质、支持企业协同服务的特征、融服务创新与系统结构于一体的内生机制,这对于现代服务企业快速响应市场需求、降低服务成本、提高服务质量、保持企业长久竞争力都具有有益的启示。论文首先对RSP系统的基础理论进行了研究。讨论了系统、系统模块化以及系统重构的含义;在分析服务包系统的基础上提出了RSP系统的概念;讨论了RSP系统的划分问题,重点论述了服务模块、服务构件以及接口等的含义和形式化表述方式;讨论了服务构件的模块化聚类方法,提出了用DSM进行服务构件的模块化聚类;对RSP系统的模块化价值进行了分析,结果表明RSP系统进行模块化之后价值要大于非模块化的价值。其次,对RSP系统优化协调模型进行了研究。对RSP系统的运行过程进行了分析,其过程主要包括:服务任务分解、服务资源配置、服务包系统重构、服务装配平衡、服务装配调度和服务装配评价等。在此基础上,对RSP系统优化协调模型进行了研究,通过对系列RSP系统指标的定义,描述了数学规划模型的约束条件集合,提出多目标优化的方法来优化RSP系统,具体的优化目标为成本最小化、服务交付期最小化和服务质量最大化。建立了系统优化的数学规划模型,并实例分析了该方法的可行性。对服务供应链进行了讨论,服务供应链是一个与RSP系统优化协调具有密切关系的概念。然后,对RSP系统服务产品配置方法进行了论述。阐述了可配置产品的概念,并对服务产品的可配置性进行了论证;根据客户参与程度的不同,将服务产品配置方式分为顾客引导型配置和设定执行型配置两种方式。对于顾客引导型配置模式,提出了基于ECA规则的服务产品配置方法,满足了顾客在消费过程中,服务程序受随机事件影响而需灵活变更的要求;对于设定执行型配置模式,提出了基于QFD的服务产品配置方法,很好的解决了从服务需求出发,到服务产品组装完毕整个过程中服务定制化的要求。最后,对RSP系统服务创新进行了研究。讨论了服务创新的概念、内涵及类型;分析了RSP系统服务创新的特点;论述了RSP系统服务创新的过程,提出RSP系统服务创新过程包括服务概念、服务设计、服务外包、新模块开发、RSP系统集成和运营与完善共计6个步骤,创新过程的参与者包括服务供应商、服务集成商和客户群共计3个相关的利益主体。更多还原

【Abstract】 With the enhancement of global economy sterilization, Modern service industries has separated from traditional industries and grown rapidly, now it has become the important support for the incensement of mordent economy. Modern service system is a not simple activity which is provided by a person or a business, but a complex industry chain that needs cooperation of more than one company in service parts, and a socialization system, which has extra coordination and distribution, consists of complex behaviors. Modern service system needs to be reconfigured to fit in with the changing market, it can creatively meet the requirements and even create requirements by function integration, process reengineering and system reconstruction. The reconfiguration is the key for modern service system to successfully implement service originality, service mode and service strategy. Based on this, the dissertation puts forward the concept of reconfigurable service package (RSP) system. RSP system, which has modularized structure and reconfigurable qualities varying with the interior and exterior environment, not only can support collaborative service, but also can combine service innovation with system structure. Given the reasons presented above, the RSP system can bring beneficial enlightenment to modern service enterprise in satisfying market demands, reducing service cost, improving service quality, and keeping competitiveness.Firstly, the dissertation studies on basic theory of RSP system, discusses the meanings of system, modularization and reconfiguration, puts forward the concept of RSP system on the basis of service package system, analyzes the division of RSP system, illustrates the meaning and describing methods of the service module, service component and interface. Then the modular clustering of service component is probed, and on the basis of it, the design structure matrix (DSM) is presented to solute modular clustering of service component. At last, the value of modularization of RSP system is analyzed in this dissertation. Secondly, this thesis studies the model of optimization and coordination of RSP system, discusses the operation process of RSP system, which includes the decomposition of service tasks, the allocating of service resource, the system reconfiguration of service package, the balance of service disposition, the scheduling of service disposition, the evaluating of service disposition. Then the paper describes mathematical programming model of multi-constraint by definition a series of index of RSP system. A set of solutions that based on multi-objective are presented to optimize the RSP system, therefore, a mathematical programming model is established for RSP system optimization. Thirdly, this dissertation describes the process of service product configuration, describes the concept of configurable products, and proves the configurability of service product. According to the extent of customers’participation, the mode of service products is divided into two types: customer guidance pattern and setting execution pattern. The ECA rules based and QFD based are proposed separately in the following part of this paper. Finally, the service innovation mode of RSP system is discussed. The concept, intension and types of service innovation are discussed, and the features of it is analyzed, as well as, the process and participants of service innovation are described, and finally the model of service innovation for RSP system is put forward.更多还原