【作者】 李莹；

【导师】 沈江；

【作者基本信息】 天津大学 ， 工程管理， 2010， 硕士

【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。更多还原

【Abstract】 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.更多还原